Abin Thomas Mathew
Bangalore,KA
Summary
Results-driven IT professional with over 13 years of progressive experience in customer support, quality assurance, reporting, and service management. A career trajectory that began as a customer support engineer has evolved into leadership roles, including Service Delivery Manager, successfully leading critical initiatives such as the application migration from IBM Cloud to Azure during the Kyndryl spin-off. Expertise includes BAU and RFS operations, KPI baseline monitoring, and comprehensive management of incident, problem, change, and request processes for internal enterprise applications. Hands-on experience in Azure services, Dynatrace, Splunk, and user experience in tools such as Tenable.io and CrowdStrike. A passion for data drives specialization in transforming complex datasets into actionable insights using Excel and Power BI, with a growing focus on data science and automation to enhance operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Skills
- Dynatrace configuration management
- Dynatrace data interpretation
- Power BI dashboard development
- Visual data communication skills
- Experience in ServiceNow analytics
- Advanced Excel and PowerPoint proficiency
- Proficient in Azure fundamentals and administration
- Power Automate, MS Forms, SharePoint
- Service management proficiency
- Agile project coordination
Certification
- AZ-900: Microsoft Azure Fundamentals
- DP-900: Microsoft Azure Data Fundamentals
- AZ-104: Microsoft Azure Administrator Associate
- PL-300: Microsoft Power BI Data Analyst Associate (In Progress)
- AZ-500: Microsoft Cybersecurity and Identity Management (In Progress)
Work History
Service Delivery Manager
Kyndryl India Pvt Ltd
10.2022 - Current
- Azure Data Transition & Management – Acted as the primary point of contact from Day 2 for managing the transition of application workloads from IBM Cloud to Azure as part of the TSA migration. Led transformation initiatives to optimize and streamline processes in alignment with Kyndryl Best Practices.
- Service Delivery & Visualization – Managed Kyndryl Practices Hosting Platform, designing dashboards to monitor performance and insights on Service Now and Dynatrace.
- Financial Data Analytics – KPHP Data inputs are shared with the FinOps team for consumption on Power BI dashboards, enabling executive-level financial analysis.
- Network & Service Management – Provided data-driven insights for network requests and issue resolution through automated reporting.
- Data Analysis & Process Optimization – Conducted Continual Service Improvement baselines using advanced tools like Dynatrace, Splunk and Service Now for analytics and visualization.
- Executive-Level Insights – Developed and generate periodic presentation with insights for leadership
- Key skills gained: Azure Services, Azure workbook and dashboard, Dynatrace, Splunk, Power Automate, PowerPoint, Excel, Palo Alto, MS Forms, SharePoint
- Led cross-functional teams to deliver high-quality services, ensuring alignment with client expectations.
- Implemented process improvements that enhanced service delivery efficiency and reduced operational risks.
- Developed and maintained strong client relationships, fostering trust and collaboration for successful project execution.
- Conducted regular reviews of service delivery frameworks, identifying opportunities for continuous improvement initiatives.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Service Delivery Manager
Kyndryl India Pvt Ltd (Post spin off from IBM India Pvt Ltd)
09.2021 - 10.2022
- Project member – Service Transition to Brno, Czech Republic
- Point focal for all Maximo / Service Now queries, issues, and new requirements (Client facing and Internal Delivery team)
- Managed service level agreements, ensuring compliance with established performance metrics and standards.
- Service Now Reports and Dashboards Developer
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Data Analyst – Continual Service Improvement baselines
- Executive Reporting for leadership meets
- Key skills gained: Power BI, Excel, Presentation, Leadership skills, Project management, Service Now - Reports and Dashboards, Client engagement
Service Manager
IBM India Pvt Ltd
04.2020 - 09.2021
- Responsible for monitoring and tracking the SLAs of the account
- Weekly / Monthly connect with the delivery teams to maintain SLA / understand SLA failures
- Periodic review of the SLA measurement documents
- Co-ordinate with developers of ticketing tool (Maximo / Service Now) to configure / bug fixes / validate SLA configuration.
- Report SLAs / SLOs / KPI with the delivery team and clients at periodic intervals
- Automate solutions for operational report to ease the workflow for the delivery teams
- Key skills gained: Advanced Excel, Contracts, SLAs, Client engagement, Reports and Dashboards, Leadership skills
Delivery Analyst
IBM India Pvt Ltd
11.2015 - 04.2019
- Supported multiple accounts both IBM Internal and clients
- Responsible to migrate team to an agile approach to work
- Use the appropriate quality tools both to sample and measure and work on continual improvement of process
- Plan and drive quality and process improvement projects to improve customer experience with the Service Desk
- Dashboards and reports are built to give Operations team a bird’s eye view on the health of the team using Excel and Watson Analytics.
- Work with knowledge base team to build, correct and streamline documents/articles
- Key Skills gained: Quality tools and methodologies, Agile trainer, Excel, Watson Analytics, Knowledge Base, Project management
CRM Level 2 IBM Configurator (E-Config) Application Support
IBM India Pvt Ltd
05.2014 - 01.2015
- Proprietary IBM Configuration application L2 support for IBM users and IBM Business Partners
- Incident Manager for global outages / priority incidents
- Point focal for all development, modeling and pricing queries, issues, and requirements.
- Standardization of process and implementation of a knowledge for current and new users
- Test for defects on weekly build together with the customers
- Ad-hoc activities: Process improvement, process trainer and stand-in Team lead
- Key Skills gained: Service Management, application testing, Knowledge Base, Process ownership, Continual Service Improvement
Remote Technical Support
IBM India Pvt Ltd
09.2012 - 05.2014
- IBM Internal team to support IBMers with IT
- Technically trained to support IBM proprietary and third-party applications and infrastructure
- Core member of the incident management team
- Ad-hoc activities: Defect prevention, Process improvement, IBM Global Delivery Framework focal, Stand-in team lead and process trainer.
- Key Skills gained: CRM skillset, Incident Management, Problem Management, Process ownership, Leadership skills
Education
Bachelor of Engineering - Electronics and Communication
HKBK College of Engineering
07.2006
ACTIVITIES
Social media has allowed everyone to chase their dreams. I appreciate access to various trainers who share their knowledge online. I participate in live training sessions and am currently pursuing self-paced Microsoft training for Power BI Data Analyst Associate and Azure Modules, having already earned certifications in Azure and Azure Data fundamentals. Additionally, I enjoy traveling, writing, and engaging in heartfelt conversations.
Timeline
Service Delivery Manager
Kyndryl India Pvt Ltd
10.2022 - Current
Service Delivery Manager
Kyndryl India Pvt Ltd (Post spin off from IBM India Pvt Ltd)
09.2021 - 10.2022
Service Manager
IBM India Pvt Ltd
04.2020 - 09.2021
Delivery Analyst
IBM India Pvt Ltd
11.2015 - 04.2019
CRM Level 2 IBM Configurator (E-Config) Application Support
IBM India Pvt Ltd
05.2014 - 01.2015
Remote Technical Support
IBM India Pvt Ltd
09.2012 - 05.2014
Bachelor of Engineering - Electronics and Communication
HKBK College of Engineering