Summary
Overview
Work History
Education
Skills
Certification
Timeline
SoftwareEngineer
Diwakar S

Diwakar S

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

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Certification

ITIL® v3 Foundation

Timeline

ITIL® v3 Expert (Candidate Number 9980053721687358)

12-2017

ITIL® v3 Foundation

12-2014

Service Delivery Manager

Tata Consultancy Services (PWC, CBA, NRD)
07.2014 - Current

Senior System Analyst

Syniverse Technologies
12.2007 - 07.2014

Bachelor of Science - Science Education

National College
06.2003 - 05.2007
Diwakar SIT Service Delivery / IT Project Management / IT Infrastructure