ANAND KUMAR
Gurugram (Gurgaon)
Summary
Results-driven Service Delivery Manager with 13 years in IT services and application support. Led delivery of business-critical applications across cross-functional teams, specializing in service delivery governance, risk management, and Agile/Scrum methodologies. Focused on enhancing processes, resolving impediments, and serving as the primary liaison for business and technology stakeholders.
Overview
1
1
Certification
13
13
years of professional experience
Work History
IT Service Delivery Lead
The Chemours India Pvt. Ltd.
Gurugram
12.2019 - Current
- Manage delivery of business-critical IT services and applications within a managed services model, meeting quality standards, deadlines and stakeholder expectations.
- Spearheaded application rationalisation initiatives to optimize enterprise IT portfolio, decommissioning redundant legacy systems and mitigating technical debt.
- Implemented and maintained service delivery governance, risk management and compliance structures, including KPI compliance, CAB governance and service reviews.
- Led cross-functional teams across distributed locations, ensuring alignment, collaboration and predictable execution.
- Led an Agile-driven Dataworks initiative to improve operational efficiency, coordinating activities and collaboration across stakeholders.
- Aligned change governance, operational readiness, risk controls, and stakeholder communication to facilitate modernization and process improvement.
- Monitored delivery and service metrics, tracked risks and impediments, and coordinated incident, problem, risk and continual service improvement activities to timely resolution.
- Led external TISAX audit activities for IT Change Enablement, covering evidence preparation and adherence to defined controls.
- Developed operational dashboards and executive reports to enhance leadership visibility into service performance, risks, and improvement opportunities.
Senior System Engineer (Service Delivery & Quality)
YASH Technologies
01.2017 - 12.2019
- Coordinated infrastructure, application and network teams to restore business-critical services within agreed service levels.
- Coordinated infrastructure, application and network teams to restore business-critical services, achieving compliance with agreed service levels.
- Supported Incident and Service Request Management processes aligned with ITIL practices to enhance service quality.
- Managed incident response and resolution processes in Network Operations.
- Participated in Major Incident bridge calls and provided timely stakeholder updates during high-priority incidents.
- Created and maintained knowledge articles and standard operating procedures to enhance consistency and increase First Contact Resolution rates.
- Managed user accounts, access requests, software installations, and system configurations to support operational efficiency.
- Managed user accounts, access requests, software installations and system configuration activities.
System Engineer
Dell Technologies
04.2015 - 01.2017
- Performed root-cause analysis on recurring technical issues, collaborating with teams to enhance service quality.
- Managed incident lifecycle to ensure SLA compliance and minimize downtime.
- Supported Windows 10 migration activities, implementing user-experience improvements to facilitate smoother transitions.
- Provided technical support for out-of-warranty users.
System Engineer
HCL Technologies
03.2014 - 04.2015
- Managed network operations for AT&T DSL infrastructure, ensuring service availability aligned with operational SLAs.
- Monitored service performance, facilitating timely incident resolution and sustaining service quality.
- Coordinated issue resolution with Level 2 and Level 3 teams, expediting escalation of critical incidents.
Network Engineer Trainee
Colt Technology Services
07.2013 - 03.2014
- Monitored network performance and managed incidents to enhance service reliability.
- Utilized SMARTS and PuTTY for network monitoring and troubleshooting, collaborating with field engineers to swiftly resolve technical issues.
- Maintained compliance with operational service level agreements to support consistent service delivery.
Education
MBA - Data Science
Amity University
NoidaB.Tech - Electronics & Communication Engineering
JNTU Hyderabad
HyderabadSkills
- Service management IT service delivery IT Service Services
- Application Support Application Maintenance (AMS) Application Delivery Coordination
- ITIL framework
- SLA / KPI Management
- Service Governance Reviews
- CAB Governance, Service project managementGovernanceService improvement
- Change Management
- Team coordination
Certification
- ITIL v3 Foundation
- Professional Scrum Master I (PSM I)
- Agile Scrum Fundamentals
Timeline
IT Service Delivery Lead
The Chemours India Pvt. Ltd.
12.2019 - Current
Senior System Engineer (Service Delivery & Quality)
YASH Technologies
01.2017 - 12.2019
System Engineer
Dell Technologies
04.2015 - 01.2017
System Engineer
HCL Technologies
03.2014 - 04.2015
Network Engineer Trainee
Colt Technology Services
07.2013 - 03.2014
MBA - Data Science
Amity University
B.Tech - Electronics & Communication Engineering
JNTU Hyderabad