Powering Business Agility & Resilience of Operations

The COVID19 crisis has adversely impacted almost all sectors globally and the BPO sector has been no exception. With disrupted supply chains, country-wide lockdowns and organizations exploring the possibility of long-term and even permanent remote working, the recovery of this sector seems to be slow and its future uncertain.

Even though the BPO industry is regarded as one of the fastest growing industries, many organizations took serious measures to protect its employees, that includes work from home & laying out support IT infrastructures.

Delivering this paradigm shift and keeping business continuity “lights-on” – was the balance that IT leaders across this industry had to keep and will continue to focus on.

CIO India’s Survey in April 2020 on “Changing Enterprise IT Spending Priorities” also indicated that IT, particularly the outsourcing sector, will now focus on Business Transformation and drive significant investments in security, mobility, and cloud-based collaboration tools. The goal will be to support resiliency in all aspects of the business, as well as resilient decision making.

In order to keep the businesses resilient and ensure business continuity, we need to increase the use of technology such as artificial intelligence (AI) and RPA. This superior growth of advanced technology and globalization has changed the way businesses function and business process outsourcing solutions have been found to be immensely beneficial. However, the goal is to promote a better user experience and move along with the technology trends. India, being a key delivery market for the BPO industry – was and is continuing to run mission critical services and ensuring customer centricity through the continuity of business functions.

Speakers

Anil Nama
CIO
CTRLS

Debashis Singh
Digital Transformation & Customer Experience Strategist, Global CIO
Mphasis

Kersi Tavadia
CIO
BSE

Kishor Agarwal
Chief Manager – IT (Infra solutions)
Future Group

KNC Nair
CEO, Muthoot Systems & Technologies
Group CIO, The Muthoot Group

Madu Ratnayake
Chief Information Officer and Board Member
Virtusa

Sridhar Durairajan
Head – ITX Sales – India
ServiceNow

Venugopal S Arcot
Director – Solution Consulting
ServiceNow

Vijay Sethi
Chief Information Officer, Head Human Resources and Head Corporate Social Responsibility
Hero Motocorp

Sachin Seth
Partner – Technology Transformation
EY India

Moderator

Agenda

4:00 – 4:05

Opening remarks by ET Edge

4:05 – 5:30

Powering Business Agility & Resilience of Operations

Talk points
  • Agility & innovation
  • Technology place an important role as we move towards management of protocol to innovative way of collaboration
  • Digital transformation for your customers & customer experience
  • The “Next Normal” of business operations

 
  • Anil Nama, CIO, CTRLS
  • Debashis Singh, Digital Transformation & Customer Experience Strategist, Global CIO, Mphasis
  • Kersi Tavadia, CIO, BSE
  • Kishor Agarwal, Chief Manager - IT (Infra solutions), Future group
  • KNC Nair, CEO, Muthoot Systems & Technologies, Group CIO, The Muthoot Group
  • Madu Ratnayake, Chief Information Officer and Board Member, Virtusa
  • Sridhar Durairajan, Head - ITX Sales - India, ServiceNow
  • Venugopal S Arcot, Director – Solution Consulting, ServiceNow
  • Vijay Sethi, Chief Information Officer, Head Human Resources and Head Corporate Social Responsibility, Hero Motocorp
  • Moderator: Sachin Seth, Partner – Technology Transformation, EY India
Anil Nama brings over 30 years of experience of IT experience in the defence and corporate sectors. His career started with armed forces and associated with CNO (Computer Network Offense) and CND (Computer Network Defence). Post Defence stint, Anil was worked in Airtel IDC initiative, currently known as Nxtra Data. He also served in AKS IT Services as the Principal InfoSec Consultant.

Associated with CtrlS Datacenters Ltd, he has handled various roles as Presales, Solution Architect, RM Sales, National Sales Head, Delivery, WW Solutions Head, EBITA and churn since 2008.

As CIO of CtrlS and Cloud4C, responsible for product Innovation and business strategy with a strong focus on evolving innovative solutions for vertical Specific and multi-platform requirements. This includes AIOps, Service Augmentation, Hybrid Cloud capability, Information Assurance and user experience.

The growth from the first balance sheet of USD 1 Mil to over 3.5K customers, nearing USD 1B valuation over 3 distinct stages

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Mr. Debashis Singh took over the responsibility of CIO at Mphasis in the year 2016.

A proven business leader with a distinguished career over 25 years in IT & ITES industry, managing various aspect of technology and business challenges in well known & high growth information technology companies. With his well spread experience in industry he brings the expertise in envisioning and leading technology-based growth initiatives with a strong believe that every new initiative must be a Business Project in the Technology world.

Experienced in both startups as well as large Technology companies. His strengths include a unique combination of interpersonal and technical skills, ability to build peak-performing teams and achieve cross-functional business objectives. Expert presenter, negotiator and business person able to forge solid relationships with key strategic stakeholders and build consensus across multiple organization levels.

He specializes in depth understanding of technology, systems architecture, product and systems. In his role as the CIO, he has worked extensively on multiple transformational initiatives covering Digital Technologies to enhance Employee Experience, Collaboration and Productivity improvement by adaption of Automation, Robotics, Mobility and Cloud technologies at Mphasis.

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Mr. Kersi Tavadia, CIO, BSE Limited, a young, energetic and evergreen persona with the growing age and experience. He is a multifaceted personality with expertise in different domains within financial industry, a simple person but difficult to judge on which side of the domain he is representing, Business or Technology. He is passionate about reading and likes to take challenges and risk in his life as well as in his professional ideologies.

Under the leadership of Mr. Kersi Tavadia, BSE has gained new brand value as Tech savvy and customer friendly exchange.

At BSE, Mr. Kersi Tavadia oversees the all areas of IT ranging from Software Development, Infrastructure Services (Networks, Operating Systems and Databases), Cyber Security, IT compliances, Introducing New Technologies and implementation.
He has played a leading role in transforming BSE into the fastest exchange of the world with response times of 6 microseconds.
He is strong proponent of Open Source Technologies and has demonstrated “Walk the Talk” by successfully implementing one of the Largest Data Warehouse on Open Source Platform.

Have provided technical leadership & architectural vision in implementation of Mission Critical Applications across the organization.
Amongst the Pioneers to implement single-window Multi-Exchange online trading systems to facilitate trading across multiple asset classes.
Have successfully designed and built multiple datacenters for the exchanges and have automated complete disaster recovery procedures as well as the day to day business systems operations.

He has conceptualized and built next generation Cyber Security Operations Centre consisting over 25 advanced technologies; and has been reference point for its coverage and span; The Cyber Security SOC is being said as ideal role model to be implemented in the industry.
Mr. Kersi Tavadia has built a strong team of IT thinkers and implementers. The IT team role is;

• Creating a vision of what is possible in leveraging technology,
• Aligning technology with business strategies
• Adopting new solutions
• Modernizing legacy applications
• Creating a private virtualize setup
• Business intelligence
• Increasing automation

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A business focused Information & Communication Technology Professional with 27 years of rich experience worked at CXO level Handling Strategic planning, implementation and operation of call center, Large infrastructure Projects for ITeS, BPO, Telecom, Banking and Financial Institutions, PSU etc.

As part of the strategy team I have led Business Transformation and established new line of businesses, and products in telecom and IT verticals.

My strength is application of technology & strategic thinking with strong financial acumen. Positive and ‘Can Do’ approach coupled with innovative and ‘out of box’ thinking. In addition, I have an excellent relationship in the Call Center, BPO, Telecom, & Information Technology Industry.

I pride myself on being highly people focused- A ‘People Manager’ with good emotional intelligence and mentoring skills A strong Team Player with high energy levels & a participative mindset

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KNC Nair has been in the IT profession for over 4 decades, spearheading technology infusion and IT-driven innovations, mostly in the banking and financial services domain.
As CIO, he has been leading the e-transformation in the Muthoot Group which has 5000+ branch network and 30,000+ employees. He is also the current CEO of Muthoot Systems & Technologies Pvt Ltd, Infopark, Kochi, the software development subsidiary of the Muthoot Group. Prior to this, he was the Chief Knowledge Officer in Enzen Global, Bangalore for 4 years heading its BFSI Consulting, Knowledge management, software quality assurance & process excellence.

KNC was CIO of the Federal Bank for over a decade and transformed the traditional bank into a leader in technology infusion. While in the Bank, he pioneered the deployment of rural ATMs starting in Kerala in early 2000 which was followed by all banks to provide customer convenience and reduce transactions cost.

He served the Reserve Bank of India(RBI) for 11 years in the areas of Financial software systems development, Rural Credit Information Systems, Statistical Analysis, Securities Trading, etc. He was selected to the Indian Statistical Service (ISS) in 1980 and served in a couple of Govt. of India Ministries in New Delhi working in statistics and computer related areas for 4 years.

KNC started his long career in IT as a Systems Analyst in the Bhabha Atomic Research Centre(BARC), Bombay in 1978.

He has also served the following committees as a member.

1. RBI Working Group on Critical Infrastructure Protection
2. RBI Working Group for Business Rules formulation for RTGS
3. IBA Committee on Computerisation in the banking industry.
4. Member of Board of Information Systems Audit & Control Association(ISACA), Cochin Chapter.

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Madu is the Group CIO and the Center Head for Virtusa Sri Lanka. He is responsible for Virtusa’s global digital strategy and Virtusa’s Sri Lankan Operations. As the Group CIO, He focuses on building Virtusa’s award winning digital platform and practices that enable harnessing the collective wisdom and relationships of global network of team members to drive delivery, sales, customer and people engagement.

Madu is an independent non-executive Director of the National Bank (HNB) and Director of Sri Lanka CERT, the National Agency for Cyber Security. He plays number of advisory roles in state and private institutes. He is a founder director and former Chairman of Sri Lanka Association for Software and Services Companies (SLASSCOM), the industry body for IT and BPM in Sri Lanka. He is also actively involved as an advisor to number of academic institutions

He is a Charted Engineer and holds an MBA from the Postgraduate Institute of Management and an Honors Degree in Software Engineering from City University in London. He has over 20 years’ experience in IT, digital transformation, project & service delivery.

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Sridhar Durairajan leads the IT Transformation Solution portfolio for ServiceNow India.

Sridhar is an accomplished professional and a trusted advisor with 18 years of rich experience in helping customers to accelerate their digital transformation journey and unlock value.

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Venugopal Arcot is a Director in Solution Consulting at ServiceNow and covers India and SAARC countries. In his role, the primary focus is to work closely with the CxOs, leadership boards and business executives to understand their challenges and inspire innovations that drive value for employees, customers, partners and ultimately their business. He believes people and culture are a key ingredient for digital transformation. When people are enabled with the right technologies, the world of work, works better for people and drives the innovation needed to compete in today’s market. Venu has the unique perspective of being a part of the Industry and thereafter into advocacy to the industry in the areas of M&A’s , IT Governance, Regulatory standards etc.

Venu brings in 25+ years of business, technical, Industry domain and leadership experience from Caterpillar , Tech Mahindra (Ex-Satyam) and Hewlett Packard, where he has held senior business, consulting and technical roles. He has proven track record of consistently being recognized by clients for his aptitude, business understanding and focus on driving value and innovation and most importantly time-tested trusted relationships.

Venu holds a Masters in Software Engineering from BITS, Pilani. He is a recognized thought leader and has contributed to a number of digital publications & events. Venu is passionate about driving equality among people with disability within ServiceNow as part of the global leadership team for Diversity and Belonging. He is a disciplined practitionerof yoga & imparts the same to as many.

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Mr. Sethi is the Chief Information Officer, Head Corporate Social Responsibility (CSR) and Head Human  Resources at Hero MotoCorp Ltd.  – World’s largest two wheeler manufacturing company. He also leads  innovation efforts in the company. He also serves as a Board Member of M/s HMC MM Auto Ltd. (A joint  venture of Hero MotoCorp and M/s Magneti Marelli of Italy).

Rated among India’s Best CIOs, he has won several prestigious recognitions including CIO of the year, CIO  Hall of Fame, Super League CIO, Champion CIO, Global CIO, Global CIO Hall of fame, Most Influential CIO,  Innovative CIO, Most Respected CIO, India’s Best IT Manager, Eminent CIO of India, and Digital Icon of  India and many others and has featured in the CIO Power List and in the book 21 Jewels of Digital.

He has been recognized as a CSR Thought Leader and has also won numerous CSR recognitions & awards  including being rated as India’s Most Innovative CSR Leader, Outstanding CSR Leadership award and has  featured in the list of India’s 50 most talented CSR Leaders and World’s Top 100 Most Impactful CSR  Leaders.

He also serves as Chairman of SAP India User Group (INDUS), Chairman of IT committee of Society of  Indian Automobile Manufacturers (SIAM), Chairman of CSR & Sustainability Forum of National CSR  Network and is or has been a member of various national forums including CII’s National Committee on  IT and ITeS, Co Chair CII National Committee for CIOs, CII National Committee on Skill Development &  Livelihood. He is on the advisory councils of several leading organizations.

A regular speaker at various institutes and forums, Mr. Sethi holds a Masters Degree in Industrial  Engineering, an MBA in Materials Management and a Bachelors Degree in Mechanical Engineering. Apart  from this he has attended leadership programs organized by leading global institutes including Harvard  Business School, Indian School of Business and also has a number of certifications in various areas of  management and IT.

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Sachin Seth is a Partner and Digital – FinTech leader with EY. With over 25 years of experience in serving cross-industry clients in IT and management consulting, Sachin has strong expertise in helping organizations develop digital strategies and in the implementation of emerging technologies for financial services institutions, Retail and Ecom and start-ups and fintech firms. He has been involved in new age technology initiatives with companies across Industry segments , helping them build solutions for growth of B2B and B2C digital platforms, covering India, Middle East, South East Asia and Africa.
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