Phani Ayyagari
Riyadh
Summary
Versatile and high-energy technocrat with a proven track record of successfully executing prestigious projects of large magnitude within strict time schedules. Over 18 years of experience in Cloud and Infrastructure Delivery Services, including more than 13 years at IBM/Kyndryl. Expertise in presales, solutioning, scoping, estimation, planning, risk management, and finalization of technical/functional specifications. Demonstrated success in end-to-end capital and expenditure management to increase profitability. Skilled in interfacing with clients to create innovative solutions, cultivate relationships for repeat business, and ensure quality product delivery. Proficient in day-to-day operations management while adhering to security guidelines and providing technical support for system auditing, performance, and troubleshooting. Adaptability, innovation, leadership, communication, and interpersonal skills set apart in delivering exceptional results. Hardworking Associate Director knowledgeable about business practices in the Banking / Airline / Manufacturing and Retail industry. Adept at supporting and enhancing operations with a decisive leadership style and strategic approach to decision making.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Director – Cloud Operations
Kyndryl India Pvt Ltd
12.2010 - Current
- Managed the Delivery and cost of various accounts with close to 65 mn TCV.
- Renewing contracts with Etihad airways optimizing the TCV in spite of pandemic to achieve clients goals.
- Renewed the managed services deal with Al Shaya (Retail) in 2023 with 5 mn TCV
- Helped Kyndryl win deals on STC worth 38 mn in 2024, 40 mn ( Airtel Africa ) in 2023 as most recent sales pitch.
- Achieve operational efficiency on 100K a quarter as target.
- Worked on the opportunities over 50 mn in size as on Jul’24.
- Ensured the clients challenges turns into revenue opportunities for Kyndryl. DR on IBM cloud and PostgreSQL as recent examples.
- Achieved the NPS of 9 on RUN operations for last 3 years.
- Cleared ISO Certifications
- Cleared IBM / Kyndryl internal corporate audits.
- Helped client to clear the external audits from KPMG, PWC and internal ADQ by the Etihad Board.
- Leading one of the finest IT team for Alrajhi Bank, Etihad Airways second largest airlines, Petro Chemical Industry, Multinational Retail, A bank and A Health sector of United Arab Emirates. In this role while I own the Cloud operations and customer service delivery for the customers, I lead and collaborate closely with the CIC and onsite, Security and Applications Teams to lead the agile and digital transformation for the customer.
- Govern and Implement AIOPS (The next generation automation in delivery) to achieve labor efficiency.
- Manage the Opex & Capex to improve the account profitability.
- Reshaped the compliance posture and shifted the account from RED to Green.
- Achieved nearly 0.5 mn savings for the account year on year while reducing the Vendor, Operational & Labor costs.
- Cleared numerous corporate audits from internal, external and client to stay non vulnerable infrastructure services.
- Ensure the Business-critical application run on the IBM cloud in UAE and London (DR site).
- Lead, coach, manage and develop a team capable of delivering business change and transformation in a sustainable manner.
- Establish a robust process for change business cases and benefit realization.
- Ensure overall successful delivery of business transformation and change activity by supporting accountable business owners through the project lifecycle, ensuring the change initiative will deliver results in line with the wider strategic plan.
- Monitor Implementation and actively participating in programs of works streams that will manage and deliver results in line with the wider strategic plan assessing activity, risks, issues, dependencies, capability requirements and key milestones.
- Must partner with the relevant business owners and implement a governance structure ensuring that all key stakeholders actively participate in open and collaborative decision making, reporting on transformation and change plans and communicating on the overall statuses.
- Must identify and communicate resource gaps, ensuring plans are in place to remove any risk of implementation plans being hindered.
- In this role we need to manage business critical and difficult client situations.
- Manage Client Expectations/Satisfaction.
- Manage Client Relationship and Coverage Plan.
- Apply Financial Management and Forecasting Techniques and cost management to deliver GP.
- Develop Offerings/Solution Strategy from Opportunity Assessment.
- Manage Account Performance and Implement Quality Process Metrics.
- Manage business control requirements and ensure the account is compliant.
- Led teams of up to 250 personnel, supervising daily performance as well as training and improvement plans.
- Led teams of up to 250 + personnel, supervising daily performance as well as training and improvement plans.
Team Leader
Tech Mahindra
08.2006 - 12.2010
- Team Supervision & Operations
- Directly oversee a group of 30 call-center agents day-to-day, including attendance, scheduling, and workload distribution.
- Hold daily/weekly touch-points, weekly team meetings, and one-on-one coaching sessions.
- Performance Management & Coaching
- Track performance metrics (e.g., customer surveys, resolution rates, sales/value metrics, KPIs) and conduct weekly performance reviews.
- Identify coaching needs, plan and implement improvement actions, and if needed, initiate corrective actions up to termination.
- Escalation Support & SME Role
- Serve as a subject-matter expert handling escalated technical issues, especially complex ISP/Fios service problems.
- Provide guidance and support to agents when resolving complex service and hardware/software/networking issues.
- Quality Assurance & Training
- Monitor customer interactions, perform side-by-side reviews, and coach agents to improve quality standards.
- Stay current on Verizon’s troubleshooting policies, internal processes, and tools; attend leadership and manager development training.
- Metrics & Customer Experience Focus
- Maintained service levels tied to customer satisfaction, first-call resolution 92%, and value delivered through up sell/upgrades.
- Culture, Compliance & Communication
- Promote Verizon’s values, ethics, and inclusion principles; enforce adherence to codes of conduct.
- Partner with HR and union reps (where applicable) to manage grievances, contractual matters, and collective bargaining compliance.
Education
MBA - General
University of Western Australia
Australia05-2027
Bachelor of Arts - Commerce
Acharya Nagarjuna University
INDIA03.2024
Skills
- Presales
- Solutioning
- Client Management
- Leadership Roles
- Account Management
- Infrastructure Automation
- Support
People Management
250, INDIA, UAE, ASIA, Europe, Americas, Recruiting and Managing Cross geographic teams., Identifying team’s training & development needs., Leading Technical Analysts in Cross geographic locations.
Security Risk Management - Activities
- Managing security and risk management activities involving Global Identity & Access.
- Global Security Operations Management.
- Global Infrastructure Protection.
Visa
Work Permit in Saudi Arabia (IQAMA) Till 2026 April.
Mexican Business VISA, 2027-08-31
Certification
AWS Solutions Architect
Google Devops Engineer
GSRDC - Site Reliability Engineer
ITIL Foundation Certified
Timeline
Associate Director – Cloud Operations
Kyndryl India Pvt Ltd
12.2010 - Current
Team Leader
Tech Mahindra
08.2006 - 12.2010
MBA - General
University of Western Australia
Bachelor of Arts - Commerce
Acharya Nagarjuna University
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