Balasubramanian V
Service Delivery Manager
Tamil Nadu
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Dynamic and team-oriented IT Project Manager with 16 years of experience in asset management, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements.
Overview
16
16
years of professional experience
Work History
Agile Coach
- Analysing the current frameworks, processes, and infrastructure to identify improvement areas and create efficiencies
- Implementing new tools, techniques, and other aspects of new methodologies, developing new standards, strategies, and requirements
- Training teams on each project lifecycle stage to ensure complete awareness and accountability (currently over 6 teams)
- Key Achievement:
- Conducted over 30 practical Agile workshops for development and functional teams, as well as key stakeholders, with 98% positive feedback and over 87% of attendees reporting improvements within the first 3 months.
Project Manager
- Developed projects from beginning to end, including project scope, timeline, capacity planning, resource allocation, and project execution
- Defined and collected metrics and prepared weekly reports and briefings to provide project progression to Senior Management and C-level Executives
- Proactively sought, identified, and communicated scheduling and budgeting risks, saving over $350K in revenue
- Key Achievement:
- Led over 7 successful projects with significant scope and impact—completed 100% on time, within budget, meeting the scope, and in accordance with policies and procedures.
Cloud Tower Operations Manager
- Worked with internal development, product management and with customers to collaboratively develop and drive the strategy for cloud services
- Developed cloud service definitions that enables both the customer and Wipro to identify the expected services
- Took ownership of the cloud Service Level Agreements (SLA) between Wipro and the customer which details the parameters of the cloud services provided
- Managed and resourced small to medium internal projects to successful completion
- Developed strategies for individual cloud service delivery, working with service delivery teams and customers to ensure the right products developed, that are capable of high-quality delivery and meet current/evolving customer needs
- Took responsibility for Cloud Security, including instance, container, cloud and network security
- Provided rapid troubleshooting, remediation, and root cause analysis of production issues
- Defined and continuously refined the team’s operational processes and procedures
- Collaborated with Engineers to refine & improve continuous delivery systems for cloud CI/CD services
- Took responsibility for monitoring and managing Azure & GCP spend as a key part of Infrastructure operations
- Created system documentation and training materials to empower and educate our own and other CFG
- Took ownership and delivered Operational Level Agreements (OLA) with departments internal to service provider detailing the provision of certain elements of the services rendered
- Participated in continuous service improvement initiatives to drive efficiency and automation through innovations
- Built and lead a distributed team to ensure always-up availability for Woolworths Cloud Platform and its associated application environments
- Managed, distributed and delegated workload between team resources, to provide excellent customer service to all Woolworths Cloud customers
- Reviewed and raised Cloud invoices on time and maintained strong relationships with relevant stakeholders
- Continuous co-ordination with the HR Teams for recruitment and ensured on-time onboarding
- Ensured to communicate job expectations, planning, monitoring, appraising, and reviewing job contributions
- Achievements:
- Inspiring Performer” award for effectively coordinating with the client in identifying and providing quicker resolution and collected aged revenue worth AUD ~600K
- Habit Flagbearer” – Demonstrating stewardship in managing, mentoring team and achieving SLA’s
- Best Team of Quarter – Q3 2022” – Managing and maintaining SLA and KPI’s
Service Delivery Lead
Wipro Ltd
Chennai
04.2021 - Current
- Successfully managed staff to meet needs of new clients including hiring, client reassignment and training facilitation
- Managed and monitored results of team to ensure internal and external SLA's are met
- Consistently met business unit annual asset refresh targets by or ahead of deadlines
- Created rigorous and comprehensive quality assurance programs to provide timely and quality based customer solutions/implementations
- Reduced support costs by developing new workflows and support processes
- Reduced average delivery of completed transmission from one month to two weeks
- Implemented process oriented work streams for service delivery
- Negotiated service change with business unit that increased customer satisfaction while increasing revenue by 15%
- Managed account portfolio growth and served as integral part of new client implementation, training and team capacity management
- Responsible for rapid team expansion providing training and performance evaluations on a regular basis
- Completed leadership training while taking part in invite only Manager's Learning Club
- Identified as SME for new client implementation for Service Delivery - shared expertise and lessons learned to all levels of management
- Completed Annual Enrolments projects on time with quality
- Coordinated ongoing team projects and resolved system, process and participant issues with cross functional team members
- Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues
- Facilitated weekly client meetings to review project status, upcoming deliverables and address concerns
- Created client specific Standard Operating Procedures to document processes and become more efficient
- Developed effective client relationships which led to high client satisfaction scores
- Key Achievement:
- Transformed team to be highly successful, winning Strive for Excellence Award 3 straight
- Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services
Manager IT
Unifi Capital Pvt Ltd
Chennai
11.2019 - 11.2020
- Service Delivery Related activities,
- Managed all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management
- Performed incident management process reviews and ensured efficient and effective workflow and suggested improvements in response time and resolution along with service quality and timely delivery
- Ensured projects are managed to scope, time and budget
- Estimate project scope, Budget and timeline for customer
- Promoted ITIL-based policies and procedures that addressed incident, problem and change management
- Project Related activities,
- Designed and executed migration of On-Premise servers to replace legacy servers and incorporated into Azure cloud with a minimal downtime and zero impact to the business using Azure site recovery
- Monitored Server hosted in cloud using Azure Monitor tool
- Achieved 15% efficiency gain by creating Active Directory user group and security administration
- Researched, evaluated, and assisted in implementation of an integrated IP telephony system, and achieved ₹2,00,000 in reduced project costs through effective vendor negotiations
- BAU activities,
- Supporting the entire IT enterprise, including corporate headquarters, training and service centers, factories, and global remote branches
- Training and coaching employees on the new technologies
- Revised technology plans and policies to address technology gaps regarding security hardening methodology and virtualization
- Ensuring security of data, network access and backup systems
- Praised for implementing project management and project delivery methodologies that increased productivity, profitability, and customer service
- Generated significant savings in travel time and travel expenses for employees in other states or countries by implementing Internet based departmental portals to quickly share information and collaborate on projects
- Prepared audit reports detailing results of audits and provided recommendations for remediation, as well as follow up review of corrective action plans - CAP
- Perform Audit Coordination for UNIFI Yearly IT Audits by providing documentations and evidences, and performed Audit Remediation of findings from IT Audit
- Implemented virtual working by setting up infrastructure for Work from home by creating the IPSEC tunnel to ensure Business Continuity across the branches (Chennai – HO, Hyderabad, Mumbai, Bangalore & Delhi) within 3 days to support the pandemic situation.
Project & Delivery Manager
DXC Technologies Pvt Ltd
Chennai
04.2017 - 09.2019
- Provide level four incident and problem management support for enterprise applications
- Deliver solutions in accordance with IT strategy and application roadmaps, making optimal use of shared resources
- Mastery of Project Management methodology, tools and techniques (Project planning, Schedule development, Scope & Cost Management) including Project Life Cycle (PLC) & Solution Development life Cycle (SDLC)
- Lead and implemented complex projects with Global team—mitigated risks, managed requirements, and worked with project stakeholders while managing expectations at the department and project levels
- Lead Projects like Migration of On-Premise Servers to AWS cloud & Azure cloud
- Proactively identified risks and issues on Projects & lead the team to develop risk and issue management framework and plans and actively participated to implement better practices, new processes & improvements in overall performance
- Established strong cross-functional partnership with Infrastructure, Security and Service Management teams to plan, manage and deliver the Infrastructure roadmaps
- Handled the External vendors and third parties to manage relationships at the Project level
- Participated in Project Management Practice process improvement initiatives and set direction and vision for the team and managed Performance, rewards, and recognitions
- Provided guidance and advice's to other Project Managers, Business Managers and key Stakeholders
- Ensured risk management strategies are followed and reviewed within guidelines
- Develop and maintain reports, dashboards within the Salesforce to improve visibility, pipelines and forecast
- Assisted the Salesforce Development team for optimizing the SFDC instances and proactively identified the process inefficiencies to streamline and automate.
Team Lead - Operations Engineer
Prodapt Solutions PVT Ltd
Chennai
11.2014 - 04.2017
- Configuration and customizing the Service management systems, including workflow creation, documentation
- Used standard ITIL methodology to analyze and streamline existing business processes and assisted in creation of new business process
- Facilitated the negotiation of Service performance criteria resulting in SLA's & OLA's with IT service owners, service contributors and customers
- Assisted service owners in new initiatives and services, continuous improvement of existing services
- Manage weekly & monthly incident and problem review meetings and provide Data metrics to Leadership team
- Audit reviews and remediation
- Identify and minimize operational risks
- Create, analyze and report of metrics to measure the usage and development of the function
- Independently developed, analyzed & published KPI's / metrics to measure the effectiveness & efficiency of the “In-scope” ITSM process
- Built relationships with key business and IT stakeholders and an understanding of key business processes and facilitated for efficient running of the service delivery
- Collaborated with the Change managers to develop and document the ITSM policies based on best practices
- Supervised daily Incident and Problem Management processes
- Ensured issues are proactively managed to resolution, impacts mitigated, and root cause eliminated
- Provided leadership and direction to the global support team as well as partner teams in Infrastructure, Development and Business process
- Worked with leadership peer group to establish a comprehensive matrix of roles and responsibilities to help further on the team's strategy.
Senior Technical Engineer
Concentrix Technologies (I) Pvt Ltd
Chennai
11.2012 - 10.2014
- Started as a L2 team member in resolving the Vulnerability issues related to Symantec Endpoint protection
- Guided customers in setting up backup of VMware, Hyper-V, MS SQL DB, SharePoint, Exchange server and Active Directory using Veritas Backup Exec
- Elevated as a L4 team member and supported in configuring Tape Storage, Disk Storage and Dedupe Storage in Backup Exec
- Managed DR data replication to ensure data recoverability
- Performed capacity planning and performance tuning relating to the storage infrastructure
- Provided second level of trouble shooting on UNIX, Windows, and other module servers.
Systems Engineer
Shanti Computer Centre
Chennai
10.2011 - 11.2012
- Managed all the Hardware requirements for the clients of SCC.
IT System Administrator
Global Technology Services
Dubai
10.2007 - 09.2011
- Responsible for Infrastructure setup & maintenance of DATA center, IDF rooms
- Part of Oracle ERP team involved in installation of Oracle database and ERP applications and setting up RMAN backup.
Education
MBA - Systems Management
B.COM - Accounting & Business Management
Physical Organization
Creative Thinking, Effectiveness, Productivity
Planning
Analyzing issues, Decision Making, Project Management, Strategic Planning
Teamwork
Collaboration, Delegation, Goal Setting, Group Leadership
Skills
SAFe 5 AgilistPRINCE2 PractitionerAgile Scrum MasterITSMITIL V3RHCEOracle Certified ProfessionalCCNAAzure (AZ 104)
Timeline
Service Delivery Lead - Wipro Ltd
04.2021 - Current
Manager IT - Unifi Capital Pvt Ltd
11.2019 - 11.2020
Project & Delivery Manager - DXC Technologies Pvt Ltd
04.2017 - 09.2019
Team Lead - Operations Engineer - Prodapt Solutions PVT Ltd
11.2014 - 04.2017
Senior Technical Engineer - Concentrix Technologies (I) Pvt Ltd
11.2012 - 10.2014
Systems Engineer - Shanti Computer Centre
10.2011 - 11.2012
IT System Administrator - Global Technology Services
10.2007 - 09.2011
Agile Coach -
Project Manager -
Cloud Tower Operations Manager -
MADURAI KAMARAJ University - MBA, Systems Management
Madras University - B.COM, Accounting & Business Management