IT Service Delivery / IT Project Management / IT Infrastructure
BANGALORE,Karnataka
Summary
ITIL® v3 Expert certified professional with over 15 years of experience in IT Industry and in Service Life Cycle Model: Service Operations, Continuous Service Improvement, Service Strategy, Service Design and Service Transition.
Astute Service Delivery Manager supporting service delivery. Efficient and proactive leader with expertise in operations and service management. Talented in assessing client needs and developing solutions to promote business opportunities.
Established decision-maker with background in mentoring others to accomplish project milestones.
Offering exemplary client relationship building prowess. Detail oriented team player with strong organizational skills.
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Leadership position.
Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
2
2
Certificates
Work History
Service Delivery Manager
Tata Consultancy Services (PWC, CBA, NRD)
Bangalore, Karnataka
07.2014 - Current
Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
Maintained proper staffing levels to guarantee timely and accurate deliveries.
Managed third-party contracts to drive delivery of required services.
Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Maintained SLA and OLA as per Master Service
Agreement
Met with business leaders to better understand IT issues that negatively impacted businesses.
Responsible to build and transition to cloud
services with third-party support.
Contributed to internal and external account reviews.
Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Senior System Analyst
Syniverse Technologies
Bangalore
12.2007 - 07.2014
Identified areas that could be improved through specific processes and addition of new software.
Utilized different methods to troubleshoot software and hardware issues.
Escalated project-related issues quickly to help rectify problems and avoid delays.
Created all troubleshooting documentation and distributed it to team members and key stakeholders.
Performed user account maintenance tasks, archiving defunct credentials and monitoring login systems for suspicious trends.
Collaborated with upper management to drive strategy and implement new processes.
Education
Bachelor of Science - Science Education
National College
Bangalore
06.2003 - 05.2007
Skills
Client relationship management
undefined
Certification
ITIL® v3 Foundation
Timeline
ITIL® v3 Expert (Candidate Number 9980053721687358)
Senior Executive at CBRE South Asia Pvt Ltd. (Client : Fidelity Investments)Senior Executive at CBRE South Asia Pvt Ltd. (Client : Fidelity Investments)