PROFESSIONAL SUMMARY

Goal-oriented Service Delivery professional offering 18 years+ of cross-functional experience in developing and executing operational strategies to promote organizational growth with optimal utilization of emerging technologies. 15+ years’ experience in Project Management / Delivery management activities including project scoping, estimation, budgets, planning, risk assessment, finalization of technical/functional specifications, resource administration and quality management of product application. Proficient in working with Global customers, project managers and technical teams for securing & executing concurrent projects.

Proactive, results-driven leader with a passion for delivering exceptional service and driving continuous improvement with a proven track record in leading, managing technical teams, delivering exceptional support to multiple client accounts and consistently surpassing efficiency targets. Expertise in determining requirements, project scheduling, and technology planning along with excellent team managing capabilities. An effective leader with proven skills in leading teams during the project phase, guiding members and enabling knowledge sharing among the team.

CORE SKILLS

Functional Skills:

• Customer Value Proposition • IT Transition and Transformation

• Risk Assessment and Mitigation • Strategic Planning

• Team Leadership • Vendor Management

• Team Building • Stakeholder Engagement

Key Competencies:

• Service Delivery & Project Management • People & Team Management

• RIM Datacenter & Service Desk projects • Change and Incident Management

WORK HISTORY

KYNDRYL SOLUTIONS PVT LTD Delivery Manager II Sep 2021 - Aug 2023

Key Project: NASCO North America Healthcare Account Oct 2018 – Aug 2023

Led a team of over 18 Engineers and 5 managers who are responsible for the management of heterogeneous Middleware DP, MQ, MQ Appliances, WAS, JBoss, DB2 - Physical DBA and App DBA, Change management activities and Severity 1 and 2 incidents

Implemented cross-training program within middleware technologies, for optimizing work distribution and reducing practitioner dependency, with an outcome of 20% decrease in response time, 50% increase in productivity

Deployed automation on repeated issues in Unix and Windows service lines on client infrastructure via scripts thereby influenced in reduction of incident ticket volume to team by 20 and 30% respectively

Proposed possible automation on middleware, DB2 technologies on client infrastructure which helped in improving operational efficiency and reduced incident ticket volume by 30%

Recognized by Org on effective handling of Sev1, 95% of change implementation, Disaster Recovery activities, being intuitive & client-centric, attained NPS score of 9 and 10 for 3 consecutive years along with renewal of contract for 7 additional years

Well planned Change management implementation where changes contribute 90% of account’s support,

Analyzed challenges and facilitated smooth transitions during complex project implementations, ensuring successful Go-Live within scheduled timelines, resulting in increased customer satisfaction and reduced downtime by 25%

Provided quarterly feedback to employees and improvement areas in relation to their appraisal

Evaluated and coached employees by helping them develop their skills and capabilities to meet their career desires in current or future business needs

Proven people management skills by monitoring team performance, identify areas for improvement etc made me achieve People choice award

Duties included patch management, IBM ITCS Security policy implementation, and health check remediation across client environment

Successfully coordinated Disaster Recovery (DR) activities with meticulous planning, working closely with SMEs to define the Detailed Operating Procedures (DOP). These procedures were reviewed with all stakeholders to minimize errors during execution

Collaborated with SMEs to develop scripts for various activities and implemented monitoring mechanisms to reduce manual efforts in middleware and DB2 technologies

IBM INDIA PVT LTD Service Delivery Manager Mar 2017 - Aug 2021

Key Project: LATIN AMERICA (Brazil ) Mar 2017 - Sep 2018

Managed 50+ Latin American accounts having 17+ hyper care accounts provided 24/7 support for Unix and Windows Heterogeneous environments, managed a team of 40 on their performance appraisal, mentoring and governed their timesheets

Responsibilities included efficient patch management, implementation of IBM Security policies, and health check remediation across all client environments, with a primary focus on delivering critical care support

Maintained all SLA metrics, ensuring high client satisfaction and creating substantial business value through the provision of high-quality services and a strong customer-centric approach

Collaborated with Senior Engineers to address complex and chronic production issues, initiating Root Cause Analysis (RCA) and implementing corrective and preventive actions

Spearheaded automation efforts alongside Senior resources, resulting in a significant reduction in manual labor, saving 500 hours of manual work while minimizing human errors

Facilitated the upskilling of Level 1 (L1) resources by creating a comprehensive development plan, enabling them to independently manage shifts. Additionally, motivated all team members to acquire cloud certifications, fostering their professional growth and expertise

DELL INTERNATIONAL SERVICES INDIA Pvt Ltd /

NTT Data Services Pvt Ltd Account Manager Mar 2012 - Mar 2017

Developed and implemented a service delivery strategy that improved customer satisfaction ratings NPS being maintained from 8 to 10

Collaborated with crossfunctional teams to identify and resolve service delivery issues, arrived in improved customer experience where support contributes 85% incidents and 10% changes

Lead team of 19 Service Desk Engineers, worked with Network, infosec, tools, SQL, Solaris, AIX storage and Windows server teams who assisted in Account Management

Lead and manage end-to-end of IT infrastructure service transition projects, ensuring seamless migration from legacy systems to new platforms

Develop and implement transition plans, including stakeholder communication, risk assessment, and mitigation strategies

Collaborate with cross-functional teams to identify business requirements and ensure alignment with project goals

Lead a key role in Transition planning, project estimate, migration and sustenance of account

Prepared, Reported and reviewed Account MIS for 3 Australian accounts & presented for customer review

Prioritized compliance and its adherence as per Information security guidelines, foster teamwork and inclusion across towers, cultures, and geographies

MIS Reports for 3 accounts for customer review Design and Implement Service Management tools (Service Now, Summus) as per customer requirement

Manage regular internal and customer-facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization, and overall account status

Managed multiple client engagement via remote data center services, MS Patch / AV/Asset/MBAM and PM deployment procedures through various customer provided tools for [Australian accounts]. Lead Remote Help desk, Remote Global Service Desk for APAC region and domestic accounts

Acquainted in SLA/PM/RFS metrics for effective cost optimization on IT infra support or data center operations by coordinating with the project teams, stakeholders and with partner teams & tracking progress

Driven [CSI] Continual Service Improvement Framework, addressing Customer Complaints / Escalations, Customer reviews on Cloud infra. Ensuring the delivery compliance with SLA & OLA

WIPRO INFOTECH Site In-charge Aug 2006 – Mar 2012

Identified improvement areas through data analysis and worked on correction measure in operations,

resulted in maintaining CSAT of 92 to 98 for above 3 years

Improved CSI by implementing corrective action plans based on performance analysis, lessons learnt and possible automation wherever applicable within the scope using the incident occurrence areas caused by people, technology and process

Led a team of 18 network engineers and technicians in a 24/7 NOC environment.

Oversaw the monitoring, maintenance, and troubleshooting of network systems to ensure optimal performance and minimize downtime

Developed and maintained standard operating procedures (SOPs) for NOC operations, resulting in improved efficiency and consistency

Planned project activities viz, scope, estimation, tracking, billing negotiations delivery management &

post implementation support

Trained 20+ junior practitioners to acquaint them with the standard SOPs to avoid deviation from the

company guidelines

Conducted review meetings to monitor progress of the project as per schedule / budgets, & ensuring

Timely completion & delivery of the project to the client, extending production support of multiple applns

Coordinating with stakeholders of projects from different geographies with effective communication

Display a strong working knowledge of ITIL Incident, Change & Problem Management

PREVIOUS EXPERIENCE

CMS Info Systems (CMS) Teal Lead Shift Manager Oct 2004 – Sep 2006

Worked as Shift lead for NOC operations and manager for deskside support – Clients Bank of America and Genpact

CERTIFICATION AWARDs & TRAININGS

AZ-900 - Microsoft Azure Fundamentals AWS Cloud Practitioner Essentials Kanban and Agile methodologies

•ITIL V2 (Foundation) and V3 Framework

•Awarded with People Choice Award in 2023 for setting a benchmark with multi-functional team and stabilizing the complex account

EDUCATION

•BE in Electronics and Communication Engg from MVSR Engineering College, Osmania University, Hyderabad

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