Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kuriakose Chacko

Summary

Seasoned IT professional with over 25 years of progressive experience in IT Project & Team Management, IT Solutioning, and Service Delivery in the IT and ITES industry. Expertise in designing custom IT solutions architecture, automation, compliance, and security governance. Proven track record in deploying and managing complex IT infrastructure, standardizing operations, and providing support for mission-critical business solutions, with a core focus on the BPO/ITES sector for the past 20 years.

Overview

25
25
years of professional experience

Work History

Director

Teleperformance
01.2018 - 01.2021
  • Implemented and executed new innovations, IT transformation projects, and facilitated IT presales support for the Business Development/Sales Team
  • Led technology and cost optimization initiatives by collaborating with SMEs and technology partners to build new propositions, service offerings, and competencies for automated solutions
  • Provided technical advice and consultancy to clients and management on technical architecture and infrastructure developments, assessing their feasibility
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Identified and validated business processes, systems, and solution requirements per client needs; proposed business cases, introduced relevant products, and provided technology solutions and cost for new business proposals
  • Architected and prepared solution documents by understanding requirements, validating, qualifying, designing solutions, and managing win stages of RFP/RFI/Tender
  • Managed multiple complex RFPs for international and domestic clients, providing solutions for delivering voice and non-voice business processes, including on-premise telephony, Contact Center as a Service (CCaaS), IVR with core banking integration, voice BOT, chat BOT, and customized CRM with CTI integration
  • Managed the implementation of transformation projects for email automation, voice BOT, and chat BOT on Azure PaaS/SaaS services
  • Deployed RPA platforms like UI Path and Epigenie on the cloud, designed security IT architecture, and managed the implementation of attended and unattended RPA BOT initiatives for various businesses at TP
  • Implemented and migrated users to Citrix on Azure cloud as part of the BYOD work-from-home project, and deployed and customized the WAnywhere solution to monitor remote agents for each process
  • Managed TP Mobility Solution, involving solution design, security clearance, BOQ approval, and implementation across various geographies
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

Asst General Manager -Technology Projects

Teleperformance
01.2013 - 01.2018
  • Led the IT project team in managing the Abu Dhabi Government Contact Centre (ADGCC) project and transitioning new projects
  • Managed the technology implementation and documentation for telephony, including chat, CXM, and infrastructure, to establish a 100% UAE nationals contact center
  • Managed the procurement, delivery, and asset management of IT-related Bill of Materials (BoM)
  • Managed E&Y, internal, client, and third-party audits
  • Managed BAU for IT post-commissioning of the site, consistently ensuring 100% availability of server, network, and desktop resources
  • Efficiently managed site resources to maintain 100% IT availability by conducting periodic utility testing for security compliance, analyzing daily calls for performance improvement, and successfully implementing chat timestamps, IVR changes, redundancy testing, and upgrades
  • Engaging with clients to evaluate and implement mobile solutions
  • Led initial client meetings, authored and updated technology documents, ensured BOQ preparedness, and collaborated on project planning and implementation with client teams
  • Managed core critical projects for the AMEA region
  • Architect scalable and secure enterprise cloud IT infrastructure solutions for hosting business applications on Azure and AWS cloud platforms
  • Designed data center and workspace network layouts, and oversee office IT infrastructure buildouts.

Sr. Manager- Technology; Project /Service delivery head

Serco Global Services Pvt. Ltd.
01.2008 - 01.2013
  • Managed 11 site leaders, SMEs, and outsourced engineers (125 members), supporting 7,000 employees across multiple sites
  • Oversaw pre-procurement, supervision, Capex/Opex, budgeting, vendor management, client coordination, satisfaction, and site certification
  • Handled all technology aspects for ongoing and upcoming projects
  • Conducted internal audits to certify eleven sites for ISO27K compliance
  • Managed projects aligned with client expectations and business unit deliverables, consistently under budget
  • Provided accurate budgeting and expenditure forecasts across all Vodafone process locations
  • Managed vendor relationships, negotiated contracts, and handled procurement with Tier 1 and 2 suppliers
  • Reviewed strategic practices and documentation, including data center hosting, engineering, and architecture
  • Developed and executed Business Continuity Management (BCM) programs and Disaster Recovery tests focusing on Platform, Application, and Interface Recovery (PAIR)
  • Conducted project audits to assess risks, propose contingency plans, and recommend improvements for project performance
  • Acted as a Single Point of Contact (SPOC) for technical consolidation activities and IT process mapping across different Australian regions, facilitating email integration and aligning service delivery frameworks
  • Consolidated domain, WSUS, and monitoring services across various processes and sites to reduce IT costs
  • Designed service portfolios and implemented agent management solutions for call centers, enhancing customer and contact management
  • Set up IT infrastructure in Tier I and II cities, developing detailed project schedules, executing pre- and post-project implementation, monitoring progress, facilitating meetings, reviewing deliverables, and mitigating project risks
  • Monitored the change control process and ensured timely closure of technology deliverables
  • Led, trained, groomed, and motivated teams to achieve SLAs, operational effectiveness, and customer satisfaction
  • Monitored day-to-day workflows, set benchmarks for quality and productivity, and exceeded SLA metrics consistently
  • Created comprehensive MIS reports for senior management and clients, maintaining process hygiene through effective record-keeping.

Manager Technology

Fidelity Information Services (FIS)
01.2005 - 01.2008
  • Managed Technology Operations for FIS (eFunds), a $6 billion financial services company, overseeing the India Admin Team and Technology Operations in Mumbai
  • Led the Indian Administration Team across five call center locations: Mumbai, Gurgaon, Bangalore, Chandigarh, and Chennai, and supervised a team of technical professionals handling centralized domain and backup management
  • Led the Technology for the Certification for BS7799 ( ISO27001) across three locations in India
  • Job Profile spans from Budgeting to Appraisals and RFP/RFI to Technology Operations
  • Implemented Checkpoint Firewall, Deployed 2K3, Veritas & SAN Solution
  • Conducted detailed design configurations, integration, verification testing, and implementation of hardware and systems
  • Integrated solutions into network and security architectures
  • Managed 24/7 support with an engineering team, overseeing server administration, operations, implementations, and UAT
  • Ensured adherence to security guidelines and provided comprehensive support for all activities
  • Led, mentored, and monitored team performance to ensure efficient technology operations and achievement of individual and group targets
  • Managed Call management and Reporting systems like CMS and call recording / quality monitoring systems like Witness

Program Manager, Technology Helpdesk

IBM
01.2002 - 01.2005

Automation Lead Engineer

Bechtel International INC
01.1996 - 01.2001

Education

Diploma in Certified Web Publisher & NT Administrator -

Wintech, Fort

T3 Server Certification -

IBM

ITIL V3 (Foundation) certification -

Unknown
11.2011

CCNP-Switching & Routing -

Cisco
06.2005

Diploma in Industrial Electronics -

Mumbai University, Fr.Agnel Engineering College
01.1995

Skills

  • IT Solutions Architecture & Design: Extensive experience in crafting custom IT solutions, ensuring robust architecture, automation, compliance, and security governance
  • Project Management: Effective leader with distinguished abilities in end-to-end project management, authoring solution design documents, and training and motivating cross-functional teams of project managers and solution architects
  • Business Development Support: Collaborates closely with the business development team to qualify prospective opportunities, develop and position IT solutions effectively, and handle RFI and RFP responses, including technology price estimation and proposal authoring
  • Complex IT Infrastructure Implementation: Proven expertise in implementing complex IT infrastructure projects, cyber security projects, RPA automation projects, voice and chat BOT implementations, Azure cloud deployments, and software development projects
  • Communication & Leadership: Skilled communicator with exceptional relationship management, presentation, team/people management, coordination, and analytical skills

Timeline

Director

Teleperformance
01.2018 - 01.2021

Asst General Manager -Technology Projects

Teleperformance
01.2013 - 01.2018

Sr. Manager- Technology; Project /Service delivery head

Serco Global Services Pvt. Ltd.
01.2008 - 01.2013

Manager Technology

Fidelity Information Services (FIS)
01.2005 - 01.2008

Program Manager, Technology Helpdesk

IBM
01.2002 - 01.2005

Automation Lead Engineer

Bechtel International INC
01.1996 - 01.2001

Diploma in Certified Web Publisher & NT Administrator -

Wintech, Fort

T3 Server Certification -

IBM

ITIL V3 (Foundation) certification -

Unknown

CCNP-Switching & Routing -

Cisco

Diploma in Industrial Electronics -

Mumbai University, Fr.Agnel Engineering College

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Kuriakose Chacko