Vinay Kumar
Senior Program Manager | IT Operations & Service Excellence
Salary / Daily rate
Dubai - United Arab Emirates
Freelance
Skills
Languages
About me
Intro
Program Manager with 16+ years in IT operations & service excellence, currently at HPE. Led teams of 20+ members delivering 40% cycle time reductions and 8-10% quarterly improvements. Specializing in AI-enabled automation, stakeholder management, and operational transformations with PMP® & Six Sigma expertise.
Work experience
Program Manager - NSI
Hewlett Packard Enterprise
Apr 2016 - Present
10 years 7 months
Bengaluru, Karnataka, India
Drive program-level governance and service delivery across regions, ensuring alignment of key support functions with business objectives and operational KPIs. Champion service excellence, automation, and stakeholder engagement in a global matrixed environment. • Collaborate with senior leadership and regional stakeholders on governance, service delivery, and business continuity • Lead strategic initiatives to enhance Total Customer Experience (TCE), manage P1/Sev 1 escalations, and implement RCA-driven improvements • Design and automate workflows using Power Apps, Power Automate, and SharePoint, enhancing efficiency and operational transparency • Spearhead transformation projects, including a self-scheduling tool and Support Center migration, significantly reducing turnaround time • Provide data-driven insights for leadership decision-making, while supporting budgeting, risk analysis, and team development
Assistant Service Manager
Ernst & Young (EY)
Jul 2014 - Mar 2016
1 year 9 months
Bengaluru, Karnataka, India
Managed 16 member team and EMEIA/US region Developed SOPs, dashboards, and managed governance reporting Led change, release, and incident management for multiple audit-support processes
Assistant Manager
ISG Novasoft Technologies Limited
Jun 2013 - Jul 2014
1 year 2 months
Bengaluru, Karnataka, India
Managed operations and escalations for mortgage, insurance, and banking processes Oversaw process maps, client reports, and performance improvements Drove cost-saving and quality initiatives with 8–10% improvements quarterly
Assistant Manager
Genpact India Private Limited Delhi
Nov 2008 - Jul 2013
4 years 9 months
Bengaluru, Karnataka, India
Led a 20+ member analytics and reporting team for FMCG clients across MEA & Europe Handled escalations, BCP, transitions, and service improvements Delivered actionable insights and reduced reporting cycle time by 40%
Team Lead Manager
IGATE GLOBAL SOLUTIONS LIMITED
Apr 2005 - Dec 2008
3 years 9 months
Bengaluru, Karnataka, India
Managed investor portfolio operations in the US mortgage domain Led process improvement, client onboarding, SLA management, and team growth
Education
Bangalore University
•Bachelor of Commerce
2000 - 2003
3 years 2 months
National Institute of Business Management (NIBM) Global
Master of Business Administration - MBA