Anand Shiv Prasad
Bangalore
Summary
Dynamic Service Delivery Manager with a proven track record at Commonwealth Bank, excelling in incident management and continual service improvement. Skilled in performance metrics and innovative problem-solving, I consistently drive enhancements that reduce turnaround times and elevate service quality, ensuring business continuity and client satisfaction.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Service Delivery Manager
Commonwealth Bank
Bangalore
05.2022 - Current
- Managed service delivery for incident, problem, and change processes in data reporting, with an average of about 200+ incidents, 250+ problems and 100+ changes per quarter
- Assessed risks, impacts, and upgrades to enhance system reliability. Generated regular status reports and technical highlights for new teams and technologies.
- Drove continual service improvement by reducing turnaround time and MTTR for incidents. Reduced incident MTTR consistently by over 20% year over year.
- Conducted permanent solution testing to validate problem resolutions and minimize error rates. Deployed at least two solutions per quarter, tracked via sprints, and recognized at the highest levels.
- Facilitated communication through cross work-stream status calls and documentation sharing.
- Developed knowledge articles while facilitating training courses and live sessions. Created more than 20 SOPs, 3 process playbooks and 30 knowledge articles in the last year
Service Delivery Manager
Microland Pvt Ltd
Bangalore
04.2018 - 04.2022
- Provided governance and process guidance for ITIL Service Management activities.
- Published detailed weekly and monthly status reports for projects and programs.
- Ensured uniform management practices across offshore and onshore teams. Maintained business continuity during unforeseen events.
- Identified areas for improvement, proposing additional business opportunities. Helped in raising the project revenue by over 100% in a period of 4 years by personally designing RFPs, process playbooks and customer presentations
Senior Consultant for Service Management
Capgemini Pvt Ltd
Bangalore
07.2016 - 10.2017
- Supervised ITIL Service Management streams to ensure consistent management across teams.
- Implemented Continual Service Improvement processes to enhance service quality. Organized client meetings and reported key performance indicators for transparency.
- Identified needs of customers promptly and efficiently.
- Contributed to close over 50 problems which were stuck due to vendor issues and issues awaiting financial aid by providing a through assessment of the benefits they would provide to the client
Contractor
CGI Information Systems and Management Consultants Pvt Ltd
Bangalore
10.2011 - 12.2014
- Manage a team of Incident Managers, whose primary role is to resolve high priority incidents with the shortest downtime and effective resolution
- Interaction with Offshore and Onshore management and creating an atmosphere of uniform management and protocol in teams, regardless of their location
- Share with team and peers regarding new practices and methods
- Work force management, scheduling and staffing
- Supervising and directing resolution for long term issues by coordinating with internal teams and working with clients
- Attend and institute training campaigns on behalf of the organization
- Ensure business continuity, management of unexpected events such an on-board outages and internal work ethics / team work
- Promoted twice to reflect my consistent performance and commitment towards my role
- 4 Awards for consistent high performance and 2 others for team building activities
Technical Support Engineer L2
Fair Isaac India Ltd (FICO)
Bangalore
08.2009 - 05.2011
- Setup, Monitoring and configurations of Virtual Machines in vSphere for various global locations running different OS such as Windows, Linux and Unix
- Configuration, expansion and maintenance of Office infrastructure and network
- Monitoring of servers, infrastructure and periodical tests and maintenance
- Asset management for devices such as Laptops, Desktops, Software licensing and servers
- Incident management, categorization and handling of priority incidents for quick resolution and to ensure business continuity
Associate Software Engineer
Mphasis BFL Ltd and Mphasis EDS Ltd
Bangalore
12.2005 - 03.2009
- Incident management for external client involving teams based in global locations and structured problem to resolution work pattern
- Actively participate and co-ordinate periodical and unplanned maintenance of various servers and networks, and furnish a completion report for the same
- Connect to off-site servers remotely and perform administrative activities such as data management and resiliency checks
- Take ownership of activities on behalf of client, such as solving an outage on the client side via bridge and by working with resolver groups
Production Manager
Jadoo Works Pvt Ltd (Animatrix Solutions)
Bangalore
12.2006 - 05.2007
- Coordinated team of animators, image editors, and sound engineers to produce quality images and animated visuals.
Delivered short-term project ahead of schedule.
Technical Support Executive
CLI3L e-Services Ltd
Bangalore
12.2004 - 10.2005
- Delivered off-site technical support to customers via phone, email, and chat.
Provided remote assistance for Internet service provider clients using Tivoli software.
Resolved customer issues efficiently through various communication channels.
Ensured high levels of customer satisfaction through effective technical troubleshooting.
Education
MBA - Information Systems
Sikkim Manipal University
Bangalore01.2013
Bachelor of Science - Computer Science
Vinayaka Missions University
Bangalore01.2005
Skills
- Service delivery management
- Performance metrics
- Problem management
- Incident management
- Change management
- Reporting and analytics
- Continual service improvement
- Innovative problem solving
- Service improvement
- Risk assessment
Certification
- ITIL V3 Intermediate - Lifecycle Certified
- AWS Certified Solutions Architect - Associate
- Exin Agile Scrum Master Certified
- Certified Associate in Project Management (CAPM)
- Formerly CCNA Certified
- Pursuing Data analytics practitioner
- Learning Devops tools
Languages
- English
- Hindi
- Kannada
- Tamil
Personal Information
Date of Birth: 08/22/82
Additional Interests And Skills
Photography, Reading, Graphic design and animation, Available upon request
Affiliations
- Recreational content creator: Created videos, artwork, animations, and presentations
- Toastmaster and official event host for several organisations
References
References available upon request.
Timeline
Service Delivery Manager
Commonwealth Bank
05.2022 - Current
Service Delivery Manager
Microland Pvt Ltd
04.2018 - 04.2022
Senior Consultant for Service Management
Capgemini Pvt Ltd
07.2016 - 10.2017
Contractor
CGI Information Systems and Management Consultants Pvt Ltd
10.2011 - 12.2014
Technical Support Engineer L2
Fair Isaac India Ltd (FICO)
08.2009 - 05.2011
Production Manager
Jadoo Works Pvt Ltd (Animatrix Solutions)
12.2006 - 05.2007
Associate Software Engineer
Mphasis BFL Ltd and Mphasis EDS Ltd
12.2005 - 03.2009
Technical Support Executive
CLI3L e-Services Ltd
12.2004 - 10.2005
MBA - Information Systems
Sikkim Manipal University
Bachelor of Science - Computer Science
Vinayaka Missions University
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