Service Delivery Manager

SAILESH MISRI

Contact No.: 088******** ~ E-Mail: *******.*****@*****.***

Performance-driven Professional in pursuit of challenging and enriching

assignments in Project Management/ Service Delivery Management/ Program

Management with an organisation of high repute

PROFILE SUMMARY

. Over 4 years of experience in:

~ Business Analysis ~ Project Management ~

Service Delivery Management

~ Program Management ~ IT infrastructure Management

~ Client Relationship Management

~ Escalation Management ~ UAT testing ~

Team Management

. Track record of initiating other service management processes, including

IT Service Continuity Management, Problem Management, and Change

Management, as required to resolve the Incident

. Proficient in swiftly completing up programs/ projects with competent

cross-functional skills and ensuring on time deliverables within pre-set

cost parameters

. Distinction of being involved in creation of risk calculator which helps

the competency to calculate what the priority of the change can be after

filling the risk calculator

. A keen strategist & thorough implementer with abilities in Program

Management/ Delivery Management, focusing on maximizing customer

satisfaction, process compliance and quality

. Forward-focused Project Manager with skills in providing cross functional

leadership, communication management across stakeholders

. An effective communicator, proactive planner & negotiator with strong

analytical, problem solving and organizational skills

WORK EXPERIENCE

Since Apr'12 with IBM India Pvt. Ltd., Mumbai, Maharashtra, India

Service Delivery Manager

Jun'08 to Jul'10 with Mphasis (An HP Company), Pune, Maharashtra, India

Senior Technical Analyst / Incident Manager

Key Result Areas:

. Recommending areas of contract changes that can improve service, lower

costs or improve customer satisfaction

. Delivering and leading key metrics and tasks which improve and deliver

stability for customers as well as leading best practice efforts within

the same environments

. Undertaking research for the root-causes of Incidents and thus ensures

the enduring elimination of interruptions

. Creating checklists for competencies, allocating recipients and notifies

them via the workflow SA&D tool

. Ensuring that the correct Technical teams are engaged and proper focus is

paid to outages and recovery

. Acting as first time of contact for the changes in network infrastructure

and changes in production support platform

. Interfacing with clients for gathering business need, conducting

system analysis and finalizing technical/ functional specifications

and high level design documents for the project

. Defining service standards and guidelines that serve as benchmark for

excellent service delivery and as per Global standards

. Leading teams for running successful process operations & developing

business continuity plans, procedures, service standards for business

excellence

Highlights:

At IBM India Pvt. Ltd., Mumbai, Maharashtra, India

. Efficiently served as Incident Manager for the client Shoppers Stop and

carried out the complete incidents, problems and changes in the project

within span of 7 months

. Successfully received appreciation mail for server activation and

deactivation during project handling with Shoppers stop

At Mphasis (An HP Company), Pune, Maharashtra, India

. Holds the distinction of being involved with the client (bank of america)

for resolving the issues across the cities and delivered the project

before time also received appreciation from client directly from US

. Completed the delivery point before time along with managing of SLA

within the defined percentage

. Efficiently coordinated with the different competencies (Server,

Network), third party vendor and engineer and in coordination with all

these members made the server reachable over the network and made it

functional. Updating the customer time to time about the issue via SMS

. Received the praise from the customer for the work done during the

troubleshooting exercises undertaken

. Managed customer projects for on time delivery

. Reviewed service delivery failures & produced incident reports when

required

. Maintained service improvement plans & ensured appropriate documentation

is in place for specific support requirements

. Organized and chair monthly/quarterly service review meetings

ACADEMIC DETAILS

2011 Masters in Management from University of Liverpool, United

Kingdom

(Key Electives: Strategic Organization, Managing Finance,

Marketing Management, Performance Management,

International Business and Emerging Market, Economics for Management, Risk

and Crisis Management, Retail Marketing)

2008 Bachelor of Engineering in Computer Science from Walchand

Institute of Technology, Solapur,, Solapur University,

India with 63.29%

IT SKILLS

Operating Systems: Windows 98/ XP/ Vista

Other Packages: MS Office

CERTIFICATION

Year 2012 ITIL Certified

EXTRAMURAL ENGAGEMENTS & ACCOLADES

. Holds the distinction of being Runners Up of Zonal Cricket Tournament

during college

. Attained and received Meritorious Position in Olympiad (National Level

Quiz Competition) during the school times year 2001-02

. Ranked 3rd in YOUTH INSYNCH Dance Competition (Choreography)

. Achieved Runners Up position in inter college dance competition named

JALLOSH 2006

. Served as an active member of "RED CROSS" Society during Year 1999-2000

. Donated blood during Blood donation camps during college and at present

also

. Actively participated in State level C programming test held at Singhad

College of Engg. Pune. (TECHTALK-2K4)

. Runners Up in the MPHASIS An HP Company Premier Cricket League

PERSONAL DETAILS

Date of Birth: 30th December, 1984

Contact Address: D-708, Rail Vihar, Sector - 15, Part 2, Gurgaon,

Haryana - 122001

Languages Known: English, Hindi, Marathi, Punjabi and Kashmiri

REFER TO ANNEXURE FOR PROJECTS EXECUTED

ANNEXURE

PROJECTS EXECUTED

At IBM India Pvt. Ltd., Mumbai, Maharashtra, India

As Service Delivery Manager

Title: Service Delivery Manager

Client: Fluor Daniel and Philips Electronics

Period: 01/2014 - Till Date

Responsibilities:

. Serving as:

o Primary point of contact for service levels, escalations and issues

for customer

o Owner of overall customer relationship and customer satisfaction

within the Delivery Centre

. Providing input to and help deliver transition plans (from a customer

deliverable point of view)

. Managing service delivery teams and individual objectives, performance

and development. Develop and operates a broad set of service level

management tools

. Provides functional, technical or process leadership.

. Managing service to contract, (SLAs, dates and performance measures)

. Supporting contract development/ DOU's with service providers (sub-

contractors/third party providers/customer)

. Ensuring effective availability management including Backup and Disaster

Recovery Management

. Handling consulting requests from nominated customers and co-ordinate

with internal Consulting teams to deliver within agreed timescales

. To ensure that systems, processes and methodologies as specified are

followed to ensure effective monitoring, control and support of service

delivery.

. To plan and schedule resource to the requirements of the business

.

As Service Delivery Manager/ IPC Manager (Incident, Problem & Change)

Title: Incident, Problem & Change Manager

Retail Industry Client: Shoppers Stop Ltd.

Period: 04/2012 - 12/2013

Responsibilities:

As Incident Manager:

. Ensured effective implementation of the process "Service Desk and

Incident Management" and carries out the respective reporting procedure

. Represented the first stage of escalation for Incidents, should these not

be resolvable within the agreed Service Levels.

. Made temporary solutions (Workarounds) available to Incident Management.

Developing final solutions for Known Errors.

As Problem Manager:

. Approved results of:

o Corrective actions based upon predefined verification criteria

o Root Cause Analysis (RCA) which included the documented root cause (or

the decision that such could not be found) and the documented

workaround

. Examined work queues for problems in jeopardy of missing service

agreements

. Reviewed all "on-hold" problems and known errors

. Monitored creation of problem tickets for all the repetitive incidents

. Reviewed progress and results of Problem Tickets with client and (senior)

management

. Applied Information Technology Infrastructure Library (ITIL) framework

knowledge

As Change Manager:

. Viewed all the change request (RFC's) and approved the same

. Reviewed and provided the approval regarding the priority of the change

request (Minor, Medium or Major)

. Table the entire request (Previous & Current) for CAB (Change Advisory

Board) meeting

. Ensured effective:

o Issuing of agenda and circulating to all CAB members in advance of

meeting

o Convenes urgent CAB or ECAB meetings for all urgent RFCs

o Chairing of CAB & ECAB meetings

. Updated the change log with all progress that occurs, including any

actions to correct problems and/or to take opportunities to improve

service quality

. Reviewed all outstanding RFCs, analyse change records to determine any

trends along with the closing of RFC's and then producing regular

management reports.

As SA&D Consultant:

. Served as Account Focal Point for the DPE responsible for end-to-end

coordination of checklists on their account(s). This includes, creation

of checklists for competencies, evaluation of all submitted checklists

and adhoc reporting as required

. Functioned as primary interface between the account and the

organizational unit, the DPE and SA&D Checklist executors

. Carried out:

o Creation of profiled checklists

o Maintenance of Checklist library

. Evaluation of submitted checklists for completeness before submitting to

the DPE

. Reviewing all N/A or NO checklist responses for applicability before

submitting to the DPE

. Chasing of overdue checklists and responses

. Restarting of checklists that have been rejected or overridden by the DPE

. Single point of contact for DPE on checklist management issues

. Performing process and tool education where applicable

At Mphasis An HP Company, Pune, Maharashtra, India

Title: Senior Technical Analyst / Incident Manager

Client: Bank of America

Period: 06/2008 - 07/2010

Responsibilities:

. Involved in performing diagnostic actions to determine workarounds/

solutions

. Identified root cause of issues which are impacting the support floor

. Provided training to the floor for business application on

troubleshooting, work with different supports for escalation issues with

less turnaround time

. Monitored cross department communications when required to assist in

resolution of Incidents/ Problem/ Changes

. Ensured effective follow up on:

o Any Delivery Team gaps on the bridge

o Escalations and issue tracking

. Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper

management of Sev1 & Sev2 queries/ monitoring.

. Coordinated incident Bridge calls for quick & prompt resolutions and with

British Telecom for issues related to Voice & Data

. Send Alert notifications to the Site Support and the Monitoring teams

about any network related issues

. Updated Front end messages on the IVR for Major outages.

. Created tickets for External Vendors for any hardware replacement on

Servers.

. Updated Outage forums.

. Functioned as:

o Senior Technical Analyst in Infrastructure Technology Operations

(ITO) industry on a Bank Of America Project

o IT Associate giving technical assistance to our client over

Enterprise application and citrix

. Supervised the team of 15-20 Associates

. Troubleshooting LAN, WAN, VPN & Wireless Networks.

. Handled applications through TIVOLI

. Configured the applications like MacAfee Antivirus, Sigaba Secure addin

for MS Outlook for secure messaging, Running the band security updates,

etc.

Contact this candidate