Manager Service

Decisive & performance-driven professional with experience of delivering high quality and cost efficient solutions to business with impressive success in collaborating with business leaders to execute various projects and maintaining deliverables as per the defined guidelines along with elevation of service standards for operational excellence

Profile Summary

An ITIL & Cloud Certified Professional offering nearly 17 years of rich experience in End to End Service Delivery & Transformation involving Project Management, Digital Transformation. Technical Support, ITSM and People Management

Successfully managed service deliverables for Retail, Finance, Insurance, Civil & Unified Collaboration Product domains

Technocrat with specialization in end-to-end IT Infrastructure & Cloud Operations; directed the business operations by deploying, automating & managing Cloud-based System to ensure availability, performance, scalability and security

Key People Leader, who has successfully led and motivated large teams in a cross-cultural environment towards growth; created a clear & compelling view of future through coaching and execution

Front-led end-to-end perfection across Incident, Change, Service, Problem and Escalation Management with excellence in managing issues that could impact end-to-end delivery operations

Delivered a high-quality customer experience and augmented CSAT by setting out delivery standards for various operational areas, implementing quality systems, while adhering to the SLAs, Escalation management and business services

Expertise in providing innovative solutions for Cloud & Traditional Infra issues; proven capabilities in extending high-end support on various cloud based projects & ensuring high operational efficiency

An enterprising leader with uncompromising commitment to performance excellence and an ardent bias for action in training & motivating teams. Thrives in fast-paced environments, readily adapting to evolving business & technology challenges.

Devised automation/ process transformation & Digital Transformation initiatives that remedy the core IT infrastructure issues, including End user services (SD, Workplace) and position the organization to reach the next level of profitability through technology introduction

Rich experience in analysing ecosystems to identify risks, ensuring compliance to IT standards that support organizational objectives; ensuring documentation, implementation and maintenance of Service Delivery Scope, Roles & Responsibilities, Organizational IT Security Policies, IT Audit, Risk and Compliance related records

Excellent analytical, organizational, planning skills with demonstrated abilities in training & mentoring teams towards achieving organizational goals

Core Competencies

Service Delivery Management

ITSM (Including EUC)

Automation & Transformation

Cloud Operations

Operational Excellence (Lean, Six Sigma)

Project Management

Client & Stakeholder Management

P&L Management

Team Building & Leadership

Hybrid Cloud & DevOps

Escalation Management

Service Partner Management

Soft Skills

Education

Certifications

Architecting MS Azure Solutions

ITIL® V3 Foundation Certified

ITIL® Intermediate Certified - Service Operation

Certified Lotus Specialist in R6/6.5

Lean Six Sigma Yellow Belt (Internal IBM Equivalent)

IBM Certified Associate Project Manager(Internal IBM)

Area of Expertise

Managing Enterprise Technologies: Platform Virtualization (IAAS, PAAS), Cloud Computing (Public/Private/Hybrid), Hyper-converge, Backup, Storage, OS Vulnerability, DC, Database, Lotus Domino, Middleware application servers

End User Services:- Service Desk, Desktop, IAM Support Services

ITSM Tools: Service Now, Oracle Siebel, Manage Now, Remedy, Maximo and so on

Regulatory & Compliance Requirements

Microsoft Excel, MS PowerPoint

Career Timeline

Work Experience

Jan’19– Jun’20 with Polycom Unified Communications, Gurgaon

Sr. Manager (Service Delivery Manager/Sr. Operations Manager)

Key Result Areas:

Led a team of 20+ Engineers(L2 & L3), managing Unified Communication Infra, Video & Voice Product support issues/escalations from Global customers

Spearheading Complete Service Portfolio of BAU/Steady Support, including:

o Providing break-fix/service support for all OEM products as per defined SLA/OLA/KPI

o Keeping track of all Tier 1 (Service Desk) escalations and potential delays in resolution.

o Administering inbound/outbound escalations handover between different regions

o Leading daily operation status calls to update product SR backlog & Product escalation

Exhibiting technical leadership in deployment of Infra & Video Solutions across SAARC & APAC countries by heading Professional Services Team consisting of Project Managers and Field Support Engineers

Defining architecture solution & product deployment plans as per set Professional Services scope and managing governance structure with Account Sales and Pre-Sales teams

Directing timely closure & implementation of ongoing projects for revenue recognition (~$450K quarterly)

Lead SIP to reduce the incoming SR volume to Service Desk and automating repeated problem faced by End customers

Liaising with Product Engineering & Development Teams to identify & mitigate product bugs & escalations

Administering security compliances and managing IT Security Audit/Escalations in coordination with Internal Security & Development Teams for timely & efficient product fixes and custom builds

Creating business development & service transformation plans for high-valued customers & prospective clients

Elevating client satisfaction level through monthly governance to resolve Partners & Distributors’ escalations

Developing & sharing monthly Service Performance/Scorecard for Partners and CSAT issues from end-customers

Conceptualizing & organizing Skill Enhancement & Training Programs for Partner & Customers, through T3 Escalation Engineers (KB Articles, Videos generation)

Working with Account Team on sales enablement & service renewals opportunities (~$4M per quarter).

Led & Executed multiple SIP over the year:-

oDevised & implemented service improvement plans which helped in reducing Average Resolution Time by 24% and

improving CSAT scores by 32%

oReduction of Service Desk incoming volume by 10% yoy, Improved CSAT for Web Chat & Phone SR by 14%.

oSuccessfully defined service standards & governance structure & set up excellent benchmark for service delivery

oDeployed effective Partner Governance System, which resulted in increasing productivity and reducing delays in

service delivery to end-customers and hence improving the CSAT multi-fold

Jul’15 – Dec’18 with DXC Technology, Noida as Operations Manager (Delivery)

Significant Achievements:

Led a team of 45+ members to deliver services support for 2 Offshore Accounts (Insurance & Transportation Domain) from India Delivery Center; delivered BAU and Project Service for Mid-range and Cloud (Hybrid) operations as per agreed SLA/OLA

Led multiple Service Transformation Projects, after taking over from Transition Team, such as:

oOnboarding & Off-boarding of Mid-Range Server Inventory, including SIEM & Asset Management

oUpgradation/Migration from Legacy to Latest Platforms (~900+ Wintel/Unix) and Backup & Storage Products

oRedefining the DR SOP for all major applications as per change in Server Hosting, Backup & Disaster Recovery Tools

oImproved Midrange Platform Compliance from 62% to 97% in 15 months thru Security Vulnerability Fix Programs

Headed Technical Team in multiple Security & Process Audit for Client Certification Program (Financial & Insurance Customer)

Reduced Alert Tickets by 70% by initiating & leading multiple Service Improvement Program to standardize SOP of Server Build, RMS and Capacity Planning

Saved cost to the tune of USD 550K in Backup & Storage for end users through effective capacity planning

Directed various Automation Initiative in coordination with Project Team to deploy Ansible, Configuration Management and multiple custom Automation tools, which resulted in elimination of repeated tasks and improving efficiency, successfully

Led Global initiative for Turbonomic tool Deployment across UK&I, EMEA & NA regional accounts

Provided technical leadership to Midrange Team in quarterly Disaster Recovery test for critical applications

Led ITSM team of IM, CM, PM & Capacity Manager supporting group of account in POD.

Executed & led Infra projects on DevOps, Containers, Config Management Tools in conjunction with Application Team

Administered ITIL-defined ITSM functions including Incident, Problem, Change and Asset Management activities

Played active role in transitioning to new Support Model in UKI region.

Led multiple Digital transformation initiate for Infra & Workplace tower, along with deployment of Automation Tools.

Absorbed additional workload of 10 resources by spearheading automation drive & service transformation

Saved cost to the tune of $1MN with various SIP & Transformation exercises, Successfully managed various projects including:

oIBM TSM to EMC Networker Migration & Upgradation (Backup)

oThick to Thin Migration (EMC Storage)

oAutomating Server Provisioning

oAutomation of multiple Workplace services (including Patching, provisioning & health checks)

Jan’10 – Jul’15 with IBM India (Pvt.) Ltd., Bengaluru as Service Delivery Manager

Significant Achievements:

Managed Service Delivery Team of 110+ members supporting one of largest UK Retail & Ecommerce Customer

Led multiple major transition (Midrange Platform, B&S, DBA) from Customer Internal Teams to IBM Wider Support Teams

Front ending all major incident till resolution & providing leadership during critical escalations & liaising with customer and other key management stakeholders

Delivered IT Infrastructure BAU/Steady State Support with optimized cost model; achieved service improvement targets

Spearheaded & delivered multiple Service Transformation Projects through Offshore Support Team, including:

oStandardization of operating process/procedures for Server Build/Decommission, Asset Mgmt & Quarterly Billing

oStandard threshold for capacity planning & monitoring across all platform, DBA work stream, while registering reduction in OOH call out and enhancing application availability

oStandardization of Backup Policy for Production & Pre-Prod Environments; reduced Backup time & Tapes optimization

oReduced Alert Tickets & optimized resources by devising & implementing service improvement plan

Improved productivity by 23%, reduced repeated tasks and eliminated multiple hundred hours of waste every month through deployment of multiple automation tools

Led & managed Service Desk & Desktop Management team operations and key SLA, KPI, including Security vulnerability fix

Led a project of Proactive HC for EUS & Infra teams to validate key system availability & potential issues on daily basis.

Participated & fulfilled infra requirement of end customers during peak seasons such as Black Friday& Christmas Sales Events; provided 24x7 support and proactive HC helped in improving website availability from 64% to 99% in Peak Sales Events

Owned overall Service Cost Case, SOW for offshore delivery for financial year and over achieved cost targets YoY

Visited UK (Customer Site) along with Service Leads for discussion on HA support model and implementation planning

Received Best Service Delivery Manager (UK Region) Award from IBM Vice President for delivering excellence

Complied with regulatory requirements, controls and procedures in Internal & External Audits as standard certification for Finance/Retail customer; identified & mitigated risks thru planned change process governance

Front end Account Escalation Management Process (SD, Desktop & IAM) and formally initiate RCA for all the -ve CSAT

Maintained System Configuration & Compliance Management Tool, as well as deployment of Lean Six Sigma across account

Planned and tested Business Continuity Program (BCP), Disaster Recovery and Emergency Operating procedures

Redefined additional business scope ($45M) & built HA infrastructure due to active need of Ecommerce business

Successfully delivered $1.2 MN worth of internal projects - Upgradation of Storage, Backup, and Platform Inventory, along streamlining of RMS estate in phased manner

oTivoli Upgrade: Tivoli Monitoring Environment was running at low version; upgraded the same to V6.22 as part of the Software Refresh Infrastructure - Project Budget $165K

oAIX Upgrade: Upgraded AIX OS from the current version to V5.3 for all AIX servers -Project Budget $335K

oTSM Upgradation: Upgraded and migrated all TSM Servers & clients -Project Budget $150K

Feb’06 - Dec’09 with IBM India (Pvt.) Ltd., Bengaluru as Team Lead

Significant Achievements:

Led a team of 12 members and supported multiple accounts on Lotus Domino & Middleware Technologies

Visited Canada for 2 months to execute Onsite Project Knowledge Transfer on Custom Applications on Middleware/Lotus; administered Reverse KT with offshore team and lead the technical support & escalations

Trained multiple team members for application support; provided technical leadership for IBM Mentoring Programs; organized training sessions on Products, Process & SOP in deployment/support

Received various awards such as Bravo Award (5 Times), Hot Skills Award, High Performer Award in 2008

Assisted in changing status of 3 accounts from Red Zone to Green Zone

Successfully implemented First Same-time Gateway Project

Initiated & led automation of Lotus Domino Server’s maintenance activities (Wintel/Unix)

Previous Experience

Mar’05 - Feb’06 with Softcell Technologies, New Delhi as Lotus Domino Administrator/Consultant

Aug’03 - Mar’05 with Landmark Technologies, Delhi as System Administrator at Ministry of Finance (CAAA)

Service Delivery Management Digital Transformation Cloud Operations IT Governance & Compliance Service Management People Management

Location Preference: Delhi NCR and Pan India

********.*****@*****.*** 971-***-****

SATYADEV YADAV

BE (Computer Science) from Lingaya’s Inst of Management& Technology, MD University, Rohtak, Haryana

2003

Team Lead

Consultant

Service Delivery Manager

Operations Manager (Delivery)

2005 - 2006

2006 - 2009

2010 - 2015

2015 - 2018

2019- 2020

Sr. Manager/ Service Delivery Manager

Personal Details

Date of Birth: 28thSeptember 1981 Languages Known: English and Hindi

Address: #K-604, Corona Optus, Sector-37 C, Gurgaon, Haryana 122001

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