Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic
Sibin Cyriac

Sibin Cyriac

Munich

Summary

As an ambitious professional having an experience of more than 14 years in Customer Success, Service Delivery, Account Management, SAAS, Product Adoption & Cloud Managed Services which help me manage a portfolio of strategic and enterprise clients from APAC & EMEA regions to accelerate their digital transformation on Cloud & help businesses to focus on their key core competency. Seek areas for future expansions to create more business opportunities, ensuring that process surpasses achievement of delivery
& service quality norms for clients.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
3
3
Languages

Work History

Associate Manager

Accenture
01.2023 - Current
  • Spearheading the Accenture Desktop Virtualization LOB for Germany and Austria regions and providing services to customers
  • Managing cross-functional team of 10 in multiple locations, ranging from entry-level analysts to consultants, and collaborated with business development, data analysis, operations, and marketing
  • Played a key role in team management, security operations, SLAs & escalations handling, creating Service Improvement plans, identifying process gaps and driving end-to-end development of the projects & programs
  • Establishing healthy relations with internal & external stakeholders to provide support for various issues, keeping a close track of developments in the field of IT applications and updating top management about the same
  • Controlling complete ownership of customers including verification of design, project planning (implementation, execution, testing and verification of set-up), collecting customer details, and providing basic training to the customer
  • Led regular team meetings, fostering a culture of open communication and idea-sharing among team members
  • Conducted regular performance evaluations and set clear performance goals for team members, leading to increased productivity and job satisfaction
  • Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
  • Enhanced team productivity by implementing efficient project management strategies.
  • Developed and managed departmental budgets, optimizing resource allocation and ensuring cost-effective support operations.
  • Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.

Service Delivery Lead

Optum, UnitedHealth Group
12.2019 - 11.2022
  • Efficiently directed multiple EUC technologies, ensuring infrastructure availability, compliance & security including L2 to L1 Left Shift, IT Service Delivery Management Functions with a team of 20+ team members of consultants, Operations Manager and Architects
  • Accomplishments: Led project lifecycle; collaborated with stakeholders and onsite senior product owner for collation/ analysis of project requirements; effectively
  • Implemented and maintained a 24/7 on-call rotation schedule, guaranteeing round-the-clock support coverage for critical systems
  • Driving SLA & OLA standards and conducting negotiations to meet targets; aligning teams with overall execution of incident, change & problem management functions
  • Cultivated a culture of teamwork, collaboration, and accountability within the support teams, resulting in improved morale and overall team performance
  • Performed effort estimation of multiple technologies which is currently used as a baseline by pre-sales team
  • Managed a diverse team of professionals, ensuring high-quality service delivery for all projects.
  • Led and managed cross-functional teams through the product lifecycle while managing schedule, cost, scope and quality
  • Partnered with bid management team for the effort estimation of the new project and multiple RFP
  • Strategized target end-user estate and transforming across a variety of skill-sets & large-scale migrations in various sectors of respective verticals
  • Conducted regular team meetings to review progress, address challenges, and share best practices.

Technical Architect

Unisys
01.2017 - 12.2019
  • Architected solutions for end-user computing with products like Citrix, SCCM, Intune, MDT & MBAM in IT Infrastructure Services BU by coordinating with various backend teams like Wintel, Storage, SQL and Network
  • Successfully migrated 40,000 users in various technologies like SCCM, MBAM, MDT, Citrix and AppSense; led T&T phase as Delivery Lead of international countries with 10,000 users
  • Ensured Operational Recoverability and Disaster Recovery plans are in place and tested; supported business needs by maintaining & understanding business strategies and infrastructure capabilities
  • Managed vendor relationships effectively in order to negotiate favorable contract terms and ensure timely delivery of services products.
  • Mentored junior team members on best practices and technical skills, fostering a culture of continuous learning and improvement.

Senior Technical Consultant

Fujitsu
06.2014 - 01.2017
  • Supervised and guided a team of 12 support professionals, providing clear direction, feedback, and professional development opportunities
  • Managed multiple projects simultaneously, delivering quality results within deadline constraints.
  • Administering the overall service delivery, adhering to SLA while ensuring excellent levels of services for all end users, customers and partners
  • Collaborated with cross-functional teams to implement and maintain an incident knowledge base, facilitating faster and effective incident resolution
  • Developed client-specific technical strategies to optimize their IT infrastructure.
  • Spearheaded research initiatives to stay current with industry trends and advancements in technology for better service delivery to clients.

System Administrator

TCS
03.2014 - 06.2014
  • Provided infrastructure and design guidance for setting up and maintaining MECM environments
  • Conducted technical trainings to new hires on MECM including the scenario-based training for live experience with complicated issues; offered technical triages to existing team members
  • Provided floor support to new hires and junior team members on technical issues and escalated calls.

Server Engineer

Helios And Matheson
03.2013 - 03.2014
  • Acted as SPOC for resolving end user customer queries for US facing client
  • Mentored the new hires, provided coaching on call taking essentials and monitored their performance.
  • Collaborated with cross-functional teams to ensure seamless integration of server infrastructure.

Specialist

HCL Technologies
02.2010 - 02.2013
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Developed strong client relationships through consistent communication and attentive service.
  • Transformed underperforming departments with strategic planning efforts focused on process improvement.

Education

Bachelor of Engineering -

Rajasthan University
India
06.2005 - 10.2009

Skills

Stakeholder Management

Certification

Azure Solution Architect (AZ 303 & 304)

Personal Information

  • Date of Birth: 09/10/86
  • Nationality: Indian

Timeline

Associate Manager

Accenture
01.2023 - Current

Service Delivery Lead

Optum, UnitedHealth Group
12.2019 - 11.2022

Technical Architect

Unisys
01.2017 - 12.2019

Senior Technical Consultant

Fujitsu
06.2014 - 01.2017

System Administrator

TCS
03.2014 - 06.2014

Server Engineer

Helios And Matheson
03.2013 - 03.2014

Specialist

HCL Technologies
02.2010 - 02.2013

Bachelor of Engineering -

Rajasthan University
06.2005 - 10.2009

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Sibin Cyriac