BABU MUNUSAMY, M.Eng.

C:845-***-**** LinkedIn: https://www.linkedin.com/in/babum/ Email: ad4lbx@r.postjobfree.com

TECHNICAL DELIVERY MANAGER

Highly motivated Senior Technical Delivery Manager with 15+ years of experience leading technical teams in delivering reliable managed infrastructure services. Possess deep technical knowledge of network and systems engineering, coupled with strong project management skills and a focus on continuous process improvement. Proven ability to foster cross-functional teamwork and build strong relationships with stakeholders. Eager to leverage expertise to drive operational excellence and ensure customer satisfaction at Zayo.

Core Competencies

ITIL 4 Performance Analysis Project and Resource Management Managed and Professional Services IT Systems and Network Global Team Management Strategic Leadership

Experience

Calix, NY (Remote) Sep. ’22 - Present

Cloud Services Delivery Manager

Calix develops, markets, and sells cloud and software-based products to assist broadband service providers to be innovative in their business.

Led the implementation of Calix Cloud Products for various telecom clients, ensuring successful onboarding and service adoption.

Key responsibilities as the primary point of contact for business clients include:

Applying technical expertise in working with access and premises network systems.

Conducting comprehensive data analysis, designing, evaluating, modifying, testing, and implementing guidance for the onboarding of Calix Cloud Products for Broadband Service Providers (BSPs).

Translating business requirements into dependencies, orders of operation, and tasks to drive the successful completion of customer projects.

Coordinating with Cloud Delivery Engineers, Project Managers, BSPs, and vendors at all business levels to ensure the timely and accurate delivery of BSPs implementations.

Achieving project completion within 90 days (Service Cloud) and no later than 120 days (Marketing Cloud), adhering to Service Level Agreements (SLAs) while striving for improved Customer Satisfaction (CSAT).

Staying abreast of all relevant Calix product updates and industry changes.

Cultivating a culture that fosters continuous improvement in processes, products, and services to enhance efficiency and promote innovation.

Cognizant (Microsoft Business Group), Fishkill, NY (Remote) Apr.’21 – Sep. ’22

Service Delivery Manager – North East

Responsible for transforming clients’ businesses and managing their cloud operations. Leverage Microsoft Azure to help our clients to innovate and operate more efficiently.

Effectively managed engagements with regulated industries, particularly in Banking/Financial and Life Sciences, by setting expectations and negotiating priorities to align with organizational goals.

Orchestrated the management and coordination of technical resources during outages, while proactively planning and executing maintenance activities to enhance operational efficiency.

Collaborated effectively with sales and marketing teams to ensure technical solutions met customer needs.

Developed and documented new procedures for server maintenance, leading to a 30% increase in team efficiency.

Held accountability for delivering on agreed-upon service level agreements (SLA) and service level objectives (SLOs), overseeing the overall service delivery of operational activities.

Influenced clients to enhance their current services and invest in Cognizant’s Managed Services by providing strategic recommendations for optimizing their Microsoft Cloud environment, including Azure, O365, Dynamics CRM, etc.

Established contracts, managed monthly invoicing, and tracked budgets.

Conducted quarterly business reviews (QBRs) for executives, presenting comprehensive insights into operational performance and strategic advancements.

Carousel Industries, Exeter, RI (Remote) Sep.’18 – Apr.’20

IT Service Delivery Manager

Responsible for customer satisfaction by ensuring Service Delivery team provides outstanding, (predominantly SLA driven) service to voice and data business customers.

Led end-to-end processes across all phases of the ITIL Service Lifecycle, overseeing Incident, Problem, Change (IPC), Configuration Management, and Knowledge Base.

Served as the central point of contact, effectively coordinating and managing IPCs and service requests in ServiceNow (SNOW) and JIRA for the IT Service Desk, infrastructure, and Cisco IP Telephony solutions.

Owned Major Incident Management (MIM) and Root Cause Analysis (RCA).

Established and monitored key performance indicators (KPIs) to evaluate and enhance the effectiveness and efficiency of service operations.

Developed and reported KPI, OLA, SLA metrics to Service Delivery team executives.

Increased operational efficiency by 20-25% quarter over quarter, surpassing SLA targets.

Implemented ITIL procedures to ensure quality service delivery and prompt service restoration.

Partnered closely with sales executives and engineers to ensure customer satisfaction, capacity plans, and improved the average customer satisfaction rate by 18%.

Recognized opportunities for process flow and procedure improvements, contributing proactive ideas and solutions to the team.

Collaborated with engineers to support diverse client portfolios, ensuring the fulfillment of key SLAs and providing progress updates to stakeholders for identified and resolved issues.

Engaged with customers on post-sales requirements, delivery, and conducted quarterly service reviews covering SLAs, new business initiatives, and continual service improvement plans.

US Army Corps of Engineers, Portland, OR Jun.’18 – Aug.’18

IT Project Manager

Managed federal contracts, overseeing IT Task Order/Call Order, services, business applications, ensuring successful delivery.

Led new hardware/software implementations and managed services contracts.

Defined current and future business environments preparing IT budgets, managing IT investment portfolios, and establishing metrics to measure and evaluate systems performance of total cost of ownership.

Identified and addressed IT workforce planning and management issues, such as recruitment, retention, and training.

Conducted audits of IT programs and projects to ensure the rigorous application of information security and information assurance policies, and practices in the delivery of planning and management services.

Verizon, White Plains, NY Mar.’09 – May.’18

Senior IT Manager

Headed the team of infrastructure support, business owners, and global support team on new and ongoing cloud, server and network technology initiatives.

Chaired Business Intelligence (BI) infrastructure (OBIEE, Teradata, ETL) and oversaw mission-critical applications influencing executives' decisions on Verizon services and products, resulting in a revenue boost of 10 to 20%.

Led a team of system/network engineers in implementing a new and managed existing network infrastructure resulting in a 20% reduction in downtime.

Collaborated with vendors to select the best hardware and software solutions, and then developed a project plan that ensured timely and efficient deployment.

Formulated proactive measures for outages and recovery, surpassing the system uptime Service Level Agreement (SLA) of 99.5%.

Ensuring compliance with industry regulations, safety standards, and company policies.

Led initiatives to drive continuous improvement, consolidate IT systems, and migrate data centers, overseeing a $15 million company investment and reaping annualized business savings of $9 million.

Handpicked and commended by Executives for delivering Windows network expertise to New York City's e911 Emergency Response system, recognized as the world's largest.

Conducted data analysis and reporting of ordering flowthrough metrics, saved $1.5M per month in penalties.

Technical Lead/Operations Manager Oct.’99 – Feb.’09

Managed an agile team of 15 global (US/India) engineers to support systems, networks, and applications.

Conducted performance evaluations and provide constructive feedback to direct reports.

Identified training needs and opportunities for professional development for direct reports.

Built a network operations team responsible for internal IT infrastructure to support Bell Atlantic data center.

Orchestrated systems engineering, Windows/LINUX, DBMS, and network administration.

Managed Cisco routers, switches and firewalls, DNS, WiFi network, VLAN, RIP, OSPF, BGP, EIGRP, etc.

Education/Professional Development

ITIL 4 Foundation Certified

Master’s Certificate in Project Management, Villanova University

Amazon Web Service (AWS) Certified Solution Architect – Associate

Master’s in Environmental Engineering, Penn State University

Postgraduate in Bioreactor Systems, University of Manchester, UK

Bachelor’s in Chemical Engineering, Annamalai University, INDIA

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