Manager Service delivery, service desk, incident, ITIL
Resume:
KARTHIK JAYARAJ
*******.*******@*****.***
Seeking opportunities as Project/ Service Delivery/ Senior Manager with an organization of repute in the areas of Service management, /Tech Support, Customer Service, IT Operations, and Team Management
• A seasoned technocrat with 18+ years of experience in Operations Management, Process Excellence, Incident Management, Change Management, Technical Support, Client Relationship Management, and Training & People Development with prestigious organizations
• Highly competent professional with 11 years of extensive & enriching experience in operations, Incident Management, Change Management, Crisis Management, process management, technical support, customer grievance/query handling.
• Customer Focus. Every initiative starts with a strong understanding of the end customer and solutions that solve endcustomer problems and deliver business results.
• Associated with Born Commerce Private Limited, as Technical Service delivery manager.
• Previously associated with Verizon Data Services India, as Technical Manager
• Prior to Verizon worked with Sutherland Global Services as Team Lead
• Expertise in designing & implementing innovative systems and processes for smooth functioning of IT operations, and streamlining existing processes for increasing productivity, quality services, and cost reduction
• Strong knowledge of Sig Sigma, Lean, and TPM
• Successfully undertaken a number of process improvement projects/ assignments within challenging environment
• Versatile leader with excellent communication, planning & execution, training & mentoring, resource & cost optimization, analytical & problem Solving, and interpersonal skills
• Operations Management
• Service delivery
• Client services
• Agile & scrum methodologies
• Process Governance & Process streamlining
• Continual Process Improvement
• Customer Focused
• Stakeholder Management
• Quality Management
• Team Management
• Training and People Development
• Devops and info security management
• Client service desk management
Service Delivery Manager:
• Handling the Retained revenue service desk team to ensure that KPI & SLA are met month on month for the business critical 20 plus projects 24/7 in order to provide uninterrupted service to clients
• Managing Production Support, Development & Enhancement (Agile), Product Launches, Business Operations, Process definition, Production Readiness/Transition, Agile & Service Management Framework, and Maturity Models to bring continuous improvement to the table.
• Implemented Business Service Management Transform model for a Retail Major (IT Services) resulting in the alignment of the IT and Business priorities, reduction in maintenance costs, faster triage and resolution times and its relationship with business.
• Governance by bringing visibility, collaboration, compliance, standards through structured reporting.
• Accountable for keeping the availability of the Ecommerce sites >99%. Major contribution on process improvement and automations using tools Handling the DevOps to support the delivery teams.
• Accountable for ensuring that the developers and Infra team works collaboratively for any Blockers or P1 tickets.
• Accountable for the overall stability of the sites maintained under Annual Maintenance contract. Responsible to check on the governance of Ecommerce applications including performance monitoring, DR/BCP Management and plans review.
• Expert for delivering project on time with quality using agile scrum methodologies.
• Accountable for client satisfaction.
• Accountable for the Service level management, incident, change and crisis management
• Continual service improvement
Verizon Data Services Pvt. Ltd. Apr 2010 to Dec 2017 Technical Manager:
• Responsible for business policies, operational guidelines and SOW.
• Responsible for delivery of services that contribute significantly to achievement of customer satisfaction, cost, expense and other business objectives.
• Hiring of the service desk personnel, monitoring the training and getting them to the production floor
• Taking care of Incident and problem escalation, ensuring that the team takes care of all issues appropriately and escalates them to the appropriate team efficiently as required
• Accountable for the Service level management, incident, change and crisis management
• Working closely with the direct and indirect reports to analyze and improve
• Week on week and month on month review for progressive improvement and performance excellence Point of contact for IT service desk.
• Collaboration with key internal contacts and domestic management to ensure adherence to agreed SLA
• Assist/liaise with contractors, third parties and other members of the business in supplying IT services to the business in U.S,EMEA and Asia pacific region
• DR/BCP Management and plans review.
• Balancing the Process and people appropriately in-order to achieve high performance excellence with a motivated work force
• Knowledge and service delivery on the IT Infrastructure.
• Continual service improvement
• Handled the Hyderabad ITSD center with 80 agents and 8 management personnel and maintained the Metrics.
• Handling the Command center with Band 3,4 and 5 personnel and managed SLA Consistently.
• Handling the Scheduling for both Chennai and Hyderabad center for 200+ personnel along with the lead schedule.
• Expert on Recruitment, training and continual service improvement.
• SLA managed for leads and Agents consistently along with the customer satisfaction.
• Effectively delivered service with high Time management skills Accountable for the delivery of Agreed SLA and OLA.
• Accountable for Stakeholder report and timely interaction.
• Expert for delivering project on time with quality using agile scrum methodologies. Sutherland Global Systems Jul 2002 to March 2010
As Tech Lead:
• Dexterously handled a team of 14 helpdesk executives and maintained cordial relations with customers
• Successfully monitored agent calls thereby resulting in First Call Resolution & Total Problem Resolution
• Ensured avoidance or minimal abandon rate through effective monitoring of Avaya Phone statistics
• Consistently maintained team performance and achieved SLA’s on team basis
• Interacted with client calls and helped a 2 member team to create wowvista.suth.com which is an internal technical help site for the associates
• Got trained in VISTA Product by Microsoft PTLs in Microsoft head quarters, Redmond, Seattle
• Microsoft certified Tech Lead for XP.
As Sr. Tech (Microsoft Windows XP Voice Process):
• Provided exemplary technical support on matters related to the operating system and software related issues in computers with Windows Vista Home, business and Ultimate, XP Home and Professional Operating Systems & windows Live OneCare to Helpdesk executives
• Instrumental in enhancing client satisfaction through effective technical support on networking issues related to Windows Home and Professional, business and Ultimate Operating Systems
• Dexterously handled a team of 10 helpdesk executives and maintained cordial relations
• Played pivotal role as a core team member involved in finding out solutions As a Help Desk Executive in Gateway Process:
• Greatly acknowledged by top management for excellent technical support service provided on hardware and software issues with Gateway computers and also in Windows XP, Windows ME, Windows 2000, Windows 98 Operating Systems
# Organization Name Designation Duration
1. Born Group Service Delivery Manager Nov 2018 till date 2. Verizon Data Services Pvt. Ltd. Tech Manager (Tier1 Enterprise Support) Apr 2013 to Dec 2017 Tech Lead (Tier1 Enterprise support) Apr 2010 to Apr 2013 3.
Sutherland Global Systems
Tech lead & Team Lead (Microsoft Windows
Vista and Windows Live Onecare)
Jul 2007 to March 2010
Subject Matter Expert (Microsoft Windows XP
and Vista)
Oct 2005 to Jul 2007
Sr. Technical Support Executive (Microsoft
windows XP)
Jan 2004 to Oct 2005
Help Desk Executive (Gateway) Jul 2002 to Jan 2004 4. Softbank Microsystems Pvt. Ltd. Hardware & Networking Engineer Oct 2001 to Jul 2002 5. Orchid Soft Systems Pvt. Ltd. Faculty Oct 2000 to Oct 2001
• Bachelor of Engineering (ECE) from MNM Jain Engineering College in 2000
• ITIL V4 Foundation
• Six Sigma Black Belt
• BSNL certified in Fiber optics, mobile communications and logical networking
• MCDT (Supporting Users &Troubleshooting a Windows® Vista OS)
• MCP (Microsoft Certified Professional in windows XP) completed 35 PDU for PMP certification. Date of Birth: 07 OCT 1979
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