Aakash Srivastava
Service Delivery Manager
Noida
Summary
IT Service Delivery & Application Support Manager experienced in leading end-to-end Application Maintenance Services, production support, and enterprise application operations across large-scale digital platforms. Achieved operational stability and high service availability while managing cross-functional teams and mission-critical applications supporting millions of users through expertise in ITIL best practices and ITSM processes. Focused on driving service optimization and fostering collaboration between business and technical teams to enhance application performance.
Overview
2
2
Languages
5
5
Certifications
8
8
years of professional experience
Work History
Service Delivery Manager
National Skill Development Corporation (NSDC)
09.2024 - Current
- Lead end-to-end service delivery and application support for multiple national digital platforms serving 20M+ users.
- Managed Application Maintenance Services (AMS) to ensure high availability and compliance with SLAs/KPIs, supporting operational excellence.
- Govern Incident, Problem, Change, and Release Management processes while ensuring timely resolution of critical production issues.
- Governed Incident, Problem, Change, and Release Management processes, ensuring timely resolution of critical production issues to minimize service disruption.
- Drive Continuous Service Improvement (CSI) through automation, process optimization, and operational governance.
- Drove Continuous Service Improvement (CSI) through automation and process optimization, enhancing operational governance and service delivery effectiveness.
- Collaborate with business stakeholders, government ministries, and technology partners to align service delivery with business objectives.
Technical Consultant
Samsung SDS
09.2021 - 09.2024
- Managed enterprise application support and service delivery for Manhattan SCALE WMS and SAP S/4HANA across 28 warehouses.
- Led L1, L2, and vendor L3 teams supporting mission-critical supply chain applications handling 20K–50K daily transactions.
- Ensured SLA/KPI compliance through proactive monitoring and incident management, enhancing operational governance.
- Coordinated Incident, Problem, Change, and Release Management activities using ITIL best practices.
- Managed production support, service requests, escalations, root cause analysis (RCA), and preventive action planning.
- Worked closely with business users, warehouse operations, infrastructure teams, and vendors to ensure uninterrupted business operations.
- Prepared operational MIS reports and service review presentations, delivering insights through performance dashboards for leadership.
- Led disaster recovery exercises and business continuity planning, ensuring operational readiness and resilience.
- Received the Samsung Team Excellence Award for contributing to the successful implementation of the D2C operational model.
Senior Application Support Engineer
Accurate Background
01.2020 - 08.2021
- Managed production incidents, customer escalations, and service requests while ensuring high SLA compliance.
- Managed production incidents, customer escalations, and service requests, achieving high SLA compliance.
- Provided end-to-end application support for enterprise background verification platforms.
- Performed incident analysis, prioritized issues, troubleshot problems, and coordinated with technical teams for timely resolutions.
- Supported business operations by monitoring application performance and ensuring operational efficiency.
- Participated in root cause analysis (RCA), knowledge management, and continuous service improvement initiatives.
- Prepared operational reports and maintained documentation, contributing to effective service delivery.
System Engineer
Campus Management
04.2018 - 01.2020
- Supported enterprise education management applications and backend database operations, ensuring system reliability and performance.
- Collaborated with development teams to implement fixes, enhancements, and application updates.
- Managed production support activities, issue troubleshooting, and user support requests.
- Prepared technical documentation, knowledge articles, and operational procedures to streamline support processes.
- Prepared technical documentation, knowledge articles, and operational procedures to improve support efficiency.
- Participated in application deployment, testing, and post-release support, contributing to seamless transitions and user satisfaction.
Education
B.C.A. -
01-2014
12th - English
01-2011
10th - English
01-2009
Skills
Project Management
Delivery Management
Service Management
Change Management
Incident Management
SLA Management
Vendor Management
Stakeholder Management
Cross Functional Coordination
Data Analytics
Root Cause Analysis
Process Documentation
Service Improvement
Customer Satisfaction
Team Management
Service Improvement
Certification
ITIL 4 Foundation: an introduction to ITIL 4
Timeline
Service Delivery Manager - National Skill Development Corporation (NSDC)
09.2024 - Current
Technical Consultant - Samsung SDS
09.2021 - 09.2024
Senior Application Support Engineer - Accurate Background
01.2020 - 08.2021
System Engineer - Campus Management
04.2018 - 01.2020
Makhanlal Chaturvedi Rashtriya Patrakarita Vishwavidyalaya - B.C.A.,
CBSE - 12th, English
CBSE - 10th, English