Kapil Pal
CIO Sep 14th 2015 A-A+

Kapil is currently working as APAC Head - IT Service Operations for LafargeHolcim Group and he is responsible for the IT services for India, South East Asia and Australia/NZ. He has worked as technology head for leading companies like CSC, Pepsico, Aegis, Microland in his career spanning over twenty six plus years.

Digital Strategy

The world’s largest Cement and construction material manufacturer Holcim Group owns ACC and Ambuja Cements as operating entities in India. IT Services for APAC region have been moved to India ITSC. The company started a project called ASAAN: At Your Service Any Time Anywhere Non Stop. ASAAN is a 24X7 IT Services Desk for USD 4 Bn India operations of ACC and Ambuja Cements which move 70,000 trucks each day from their 35 cement plants and 50 RMX plants. ASAAN provides not just IT Infra services support to the group companies but also application support for L1 services in the area of SAP, logistics and S&D services. It also provides services to huge dealer network and 700 plus warehouse locations and also NOC services for managing networks for 700 plus locations pan India.

The company also started a service called ASK4IT. ASK4It is its central service desk in Manila, Philippines that was set up in record time of three months. It provides IT services in Malay, Bahasa, Indonesia Bahasa, Filipino, Tagalog and English languages. The ASK4IT and ASAAN desk have reduced the load on L2/ L3 expensive services with the aim of overall reduction in tickets by 40 percent. This further helped the company in providing proactive services through automation, implemented robotics (RPA), self-service tools, selfheal software to be able to reduce tickets by 30 percent and thereby increasing the efficiencies.

Awards Won

CIO100 Award 2018: The Digital Architects

CIO100 Award 2013: The Astute 100

CIO100 Award 2012: The Resilient 100


CIO100 Special Award 2012: Innovation Architect

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