Sunil Kumar

*** ******* ***, #***, *********, CA, 94085

225-***-****, abh91i@r.postjobfree.com

PROFESSIONAL SUMMARY

Service Delivery Manager/Account Manager with overall 8+ years experience

in IT Services Management (ITSM) and ITIL, methods, processes, Outsourcing

(IT/BPO), strategic technology infrastructure planning, developing and

improving operations to meet customer business requirements.

QUALIFICATION HIGHLIGHTS

IT Service Management (ITSM) based on ITIL best practices

ITIL Service Support areas of Incident, Problem, Change, Release,

Configuration Management and Service Desk

ITIL Service Delivery areas of Service Level, Availability, Capacity,

Financial, and IT Service Continuity Management

Business Impact Assessment and Business Resumption/Disaster Recovery

Data Center Move, Operations Review and Managed Services

Turning around "unhappy/troubled accounts/customers" to

Satisfied/Profitable accounts

Expectation Management and developing lean process to improve operational

delivery efficiency thus improving Customer satisfaction

Experienced in IT Managed Services, BPO Outsourcing

1 AREAS OF STRENGTH

TECHNICAL IT Service Management Enterprise Architecture

Service Level Management Technology infrastructure

Change and Configuration Assessment, Planning, and

Problem and Incident Implementation

Capacity and Performance Operational Assessment and Managed

Availability Management Services Outsourcing

Datacenter Move/consolidation

BUSINESS Business Development Profit Improvement

Project Management Strategic Business Planning

Customer Satisfaction Six Sigma Methods

Sales and Relationship Expectation Management

PROFESSIONAL EXPERIENCE

Service Delivery Manager /Customer Business Manager Oct 2008 -

Present

T-Systems, Deutsche Telekom, Sunnyvale, CA

Working as SDM/CBM for "Dynamic servers for SAP - based on cloud computing"

for T-Systems NA, Owning the relationship between internal and customer

organizations and acting as prime interface between T-Systems and Customers

Responsible for the quality of the service provided to the customers

including SLA management, Expectation Management and Customer Satisfaction

Responsible for the management of the cost of the service provided,

Maintaining or Exceeding SLA, and developing OLA's between SDM, Delivery

Units and any third party supplier agreements (in line with contracted

SLA)

Responsible for identifying service improvements provided to the customers

and managing client commercial expectations and delivery to commitments.

Driving additional project related revenue through up selling services to

the customer and Grown the account to increase the overall profitability

through increased Volume and efficient delivery

Ability to manage and work with virtual teams (Americas, EMEA, APAC)

Responsible for >10M Account /year, Multiple customers in US and Europe

Responsible for improving overall Customer Satisfaction to meet or exceed T-

Systems Goals

Involved in Multiple Datacenter Move/Transition management, Presales

activities and Contract Negotiations.

Participate and run Service Operations and Service Review/QBR

Responsible for Cost Budget, Cost Control and Forecasting

Current Technologies Supported as part of SDM role - SAP (CRM, BI,

Netweaver, ECC, Sol Manager), VMware, Netapp, Linux SuSE 10, Windows 2008

Servers, Apache, Telecom Services, Customers hosted in both Europe/US

Datacenters

Technical Outsourcing Consultant Dec 2005 - Oct 2008

OneWest Bank (formerly known as IndyMac Bank), Pasadena, CA

Single point of contact between IT Operations and Global Resources/Business

Partner (offshore) regarding all matters related to implementation, on

boarding, support of technology and 45 processes for off-shore users, $30

Million Account.

Manage migration of new BPO and ITO process to offshore/near shore vendors

in compliance with OTS Guidelines and offshore/near shore data security

policies

Streamline and consolidate policies, programs, procedures and process

changes/improvements for migrated BPO and ITO Processes and continuously

monitor them to ensure continued appropriate implementation

Partner with IT Operations teams to monitor open issues and identify plans

of action to resolve. This includes but not limited to: Data Center,

Systems Architecture, Network and Help Desk.

Manage and support ESX 3.X/VM infrastructure for 400 users and support 1200

users at 6 different locations/sites

Develop and refine processes for off-shore resources, including Service

Level Agreements, Escalation and Notification, Capacity planning and on-

going communications.

Work with Business units on vendor selection, contract negotiation,

Strategic Assessments, Financial analysis, ROI, Cost modeling.

Running the Incident and Problem Management, Managing and Mentoring

resources, participation in 24/7 Production support

Multi million(>15M)dollar IT outsourcing (Helpdesk, Tier 2, Datacenter

T1/T2, Citrix, Identity and Access Management) which included Cost

Analysis, Vendor selection, Negotiation etc.,

Good understanding of SOX, SAS type I/II, ITIL framework, OTS requirements

System Administrator/BA May 2004 - Nov 2005

Determina (now part of VMware), Palo Alto, CA

System Administrator for Determina, Inc, duties included - maintaining

company network/servers/telephone systems.

Telephone/On Site Support for Determina Customers, worked with QA,

Engineering to discuss business requirements, test plans, resource

utilization.

Transformed requirements to Use-case and test specifications for offshore

testers.

Evaluate other enterprise host based intrusion software's and recommend

best practices.

Extensively used VMware to create test environment. Work with QA team -

offshore resources, to test Determina's memory firewall/VPS solution.

Provide complete solution to clients from sales to final implementation of

Memory Firewall.

NOC Engineer Jun 2003 - Apr 2004

Ideaon Inc,

Client - Euclid, San Jose, CA Jan 2004 - Apr

2004

Duties involved Installing and configuring Windows 2000/2003 Server, XP,

Free BSD 4.8, Maintaining and working with Active directory - Windows

2000/2003, Administer FileNet, Administer/Manage Exchanger Server 2000.

Worked with Silk Performer lite to load test servers. Using

performance/support and service tool like Topaz, HpOpen View for monitoring

servers, worked with Euclid's customers to provide technical support.

Client - DBo2, (Industrial Scientific Corporation), San Carlos, CA

Jun 2003 - Dec 2003

Worked as Technical Support Team lead, trained the team to use DB02

Product. Duties involved Installing and configure SafetyNet tool,

Troubleshoot SafetyNet both on Palm and Desktop. Maintain SafetyNet

Troubleshooting document, Help manage DBO2 Customer recognition and

utilization program.

EDUCATION

MS Electrical Engineer

Louisiana State University, Baton Rouge, LA (2003)

BS Electronics Minor: Wireless communication

Bangalore University, India (1999)

2 Trained in ITIL Certification

3 Trained in Six Sigma Green Belt

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