Service Delivery Manager

VIKAS ADIGA

Address: ** ******* *****, ***********, *******, Ontario, M1P 5E4 Phone: +1-647-***-****

Linkedin: https://www.linkedin.com/in/vikas-adiga-0337886/ Mail: *****.*******@*****.***

Professional Summary

I am an accomplished, goal oriented and self-motivated IT professional with extensive experience both as individual contributor and team leader in a global environment. I have demonstrated strong leadership, exceptional judgement, ability to deal with aggressive timelines, problem solving skills and interpersonal skills in large/complex service delivery roles in UK and Middle East. I am certified in industry standards (ITIL) and have expertise in meeting business objectives, streamlining processes, improving efficiency and driving continual service improvement activities.

Areas of Expertise

Application Management

Incident Management

Problem Management

Customer Satisfaction

Process Improvement

Service Management

Budget and Planning

Service Improvement

Resource Management

Technical Proficiency

CRM / Service Desk - Remedy, Service Now, Siebel, Salesforce, HP Service Manager7, HP Service Manager9

Trainings Attended – ITIL Service Operations, ITIL Continual Service Improvement, PMP, Agile Scrum Master

Technologies handled – Mainframes, Middleware, Unix, networking components, Web Applications, Java, .Net

Professional Experience

service delivery manager AUG 2016 – APR 2019

thomson reuters middle east (tech mahindra consultant) - uae

Overall responsibility of application support of Thomson Reuters financial market products and infrastructure services for banking and financial service customers in the Middle East and North Africa.

Established strong working relationships with key client contacts such as IT Director, VP, account managers and internal staff. Interfaced regularly with client vendor management and key staff to ensure on-going client satisfaction.

Contract Renewals, estimations and business models – Negotiated contracts with vendors, business model changes as per MSAs, modifications for existing contracts and estimation for new business.

Major incident management, problem management, planning and provisioning of value added services in the financial domain.

Monitored the incident management system to ensure SLA adherence and strive for continuous improvement in service. Directed escalated queries to the right contacts. Attended escalation calls, post incident reviews and prepared root-cause analysis documents for high severity incidents.

Chaired meetings periodically with the senior management and customer relationship managers to review the project in terms of customer delight, value additions, budget, resources and project metrics.

Prepared metrics for the monthly service review meetings with the vendor manager and reviewed incidents, service requests, ticket volumes, ticket resolution trends, breached tickets, SLAs and escalations on a bi-weekly basis.

Spearheaded optimization of knowledge management tools to enable quick resolution for known errors, configurations, and common issues.

Materially improved resource utilization, customer satisfaction and retention via service transformation.

Transformed 22 network and system engineers spread across 6 countries to highly responsive problem solvers and executed efficient policies and procedures to ensure reliable and smooth technical and business operations of 7x24 support team.

Involved in resource planning, onsite and offshore team management, budget approval and planning, performance evaluation, compensation, hiring, disciplinary and terminations.

Managed IT support schedule to ensure the application availability, resolution of overnight batch issues, down stream flows and creation of operational procedures for error handling and reporting.

Maintained the Business Continuity Plan to ensure the timely recovery of system in the event of a disruption to the production system.

project manager FEB 2016 - JUL 2016

thomson reuters (tech mahindra consultant) – india

Managed the Service Transition lifecycle for Pegasus application from the project kick-off through to acceptance in to service, ensuring the appropriate processes have been followed and relevant approvals obtained.

Proactively and effectively managed transition risks and issues.

Worked with and assisted the managed service operations teams.

service manager SEP 2012 – JAN 2016

thomson reuters (tech mahindra consultant) – india and uk

Managed the service delivery of 11 applications (55+ resources) in the finance and risk stream. The applications in scope spread across areas such as ordering, permissioning, billing, online reporting, product configuration and end user analytics, spanning across technologies such as Mainframes, Web Applications, Java, .Net and BO.

Prepared metrics for the monthly service review meetings with the vendor manager and reviewed incidents, service requests, ticket volumes, ticket resolution trends, breached tickets, software changes and escalations on a monthly basis.

Monitored the incident management system to ensure SLA adherence and strive for continuous improvement in turnaround time. Played the role of a major incident manager and attended/chaired escalation calls, post incident reviews and prepared RCA documents for Severity-1/Business critical incidents.

Implemented problem management function in the application support setup with focus on reducing ticket volumes to improve services.

Managed IT support schedule to ensure the application availability, resolution of overnight batch issues, down stream flows and creation of operational procedures for error handling and reporting.

Maintained the Business Continuity Plan to ensure the timely recovery of system in the event of a disruption to the production system.

Collaborated and built relationships with colleagues across the organization to achieve business and IT objectives, and to identify opportunities for cross-platform synergies in order to save costs and avoid duplication of effort.

developer and project lead DEC 2006 – AUG 2012

thomson reuters (tech mahindra consultant) – india and uk

Involved in the extraction of order-to-cash data from front end mainframe systems and FTP to downstream Oracle database servers (ETL). Involved in developing, enhancing and maintaining the end user analytic reports. Data migrations and reconciliations were other activities that were in scope.

Worked with the business users on improving existing functionality and gathered requirements on current and future needs. Developed solutions to meet the end users sales reporting requirements.

Managed problem resolution for overnight runs. Led and escalated overnight issues to appropriate groups in the event of problems threatening to delay the nightly run.

Improved efficiency in nightly (daily/weekly/monthly) mainframe batch runs and application processes with vendor and downstream systems.

Promoted a mindset for sustained success, growth and strong performance.

Major Achievements

Spearheaded the process and service improvement initiatives in 2018 and 2019 to improve the remote support by 30% and reduce ticket volumes by 15% in the application support stream.

Delivered mission critical projects in MENA [FXT Migration (2016-17), DTS Upgrades (2017), FXT Upgrades (2018)].

Spearheaded the capability building initiatives based on customer demand and strategic importance.

Implemented problem management in 2015 to reduce ticket volumes by 30% in application support stream.

Tech Mahindra ACE (Associates Consistently Excel) award in 2014, 2015 and 2016.

Education & Certifications

Bachelor of Engineering, Mechanical Engineering, Visvesvaraya Technological University, India, 2002 - 2006

Certified in ITIL V3 Foundation and ITIL Practitioner

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