Hemanth Ravichandran
Service Delivery Manager
Chennai
Summary
Astute Service Delivery Manager offering 15 years of experience supporting various Industry service delivery. Efficient and proactive leader with expertise in incident management and outage response. Bilingual individual with resourceful approach to developing innovative solutions. Proven skills have been demonstrated across a broad range of responsibilities including team leadership, internal and external customer relations, effective communication and efficient problem solving, all of which enable services to be delivered within budget, timescale and in line with customer or company strategic needs. Combined with a strong conceptual knowledge relating to the technical aspects of all layers within an IT environment these attributes have contributed to a technically astute, dynamic, flexible, high performing and customer focused consultant.
I wish to continue my professional career by applying and developing my skills and knowledge within a dynamic and fast-paced IT company
Overview
15
15
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Service Delivery Manager
BORN Group (Part of TechMahindra)
Chennai
04.2020 - Current
- Accountable for the delivery of stable IT Cloud Infra services for Premium Strategic Clients and ensured the business was fully supported and delivered as per SLA
- Expertise in project management methodologies and techniques, including strong competencies in project planning, time management, Scope management, Risk management and Change management
- Responsible for the day to day BAU activities, changes and project for the Client. Ensured all the client requests are addressed and responded in a timely manner
- Maintained On-call schedule for the internal operations to reach out to in case of any service impact issues. And lead any outage calls and provide constant updates to the stakeholders
- Lead the Incident Management Team with developed and established incident & problem escalation processes to ensure free flowing information within the organization. Determine root cause of issues and communicate appropriately to clients
- Actively managed Incident & Request queues to ensure any outstanding tasks are being actively worked on and closed in the ITSM toolset
- Provided global data and reporting of Key Performance Indicators and trends to Senior IT Management in regular meetings and as needed
- Refined and maintained policies, standards, processes, systems, and measurements that enable the organization to achieve operational SLAs with respect to service performance, availability, security, risk, and compliance
- Constant interaction with senior management on matters concerning functional areas of responsibility
- Delivered weekly/monthly status reports and management presentations
- Managed customer and internal operation relationships associated with areas of responsibility to deliver seamless service
- Driven the incident and change management efforts to ensure business continuity & service excellence achieving the agreed OLA, MTTR and FTR targets
- Identifying potential outages and communicate to all stakeholders with accountability of overseeing the troubleshooting efforts until the restoration of services.
- Prepare Sequence of Events (SOE) and Incident Analysis for the reported crisis event delivering RCA and Recurrence Prevention
- Conduct CAB meetings, review future changes for approvals.
- Interview candidates for open requirements for matching profiles for Servicedesk, Alert management and cross functional teams
Project Manager
WIPRO Technologies
Chennai
11.2012 - 04.2020
- Responsible for ensuring that the Service Delivery Team works at maximum efficiency and not only meets the goals set for them, but exceeds them
- To oversee the delivery commitments to client and to meet / exceed SLA/ KPI Targets
- Expertise in project management methodologies and techniques, including strong competencies in project planning, time management, Scope management, Risk management and Change management
- Drive automation and other organization wide initiatives
- Strong organizational skills, including the ability to plan, prioritize, schedule and execute multiple and diverse activities in order to achieve deliverables on time
- Looking into incidents where service delivery does not match the highest standards
- Providing accurate and timely service activity information to Senior Managers
- Acting as the central point of communication within the Service Delivery team
- Constantly reviewing the company’s current service activities and processes
- Performing root cause analysis to find out what is not working and why not
- Coordinating, implementing and managing the delivery of services to key customers
- Interacting with customers at a senior level to gain feedback and build relationships
- Using the latest service management tools, techniques and trends to deliver services
- Coming up with service improvement plans that are proven, practical and effective
- Keeping accurate and appropriate administrative records, files and documentation
- Sensitivity: Internal & Restricted
- Producing management information and reports as required by Senior Managers.
Senior Technical Support Engineer
HCL Technologies
Chennai
10.2007 - 10.2012
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Designed tailored engineering solutions for customers based upon key requirements.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Support and co-operation for Change and Integration activities.
- Keep control on outstanding call volumes and Status report on daily basis.
- Continuous Service Improvement plans to improve service quality and accuracy.
- Update Knowledge base periodically with all Process and Technical Updates.
- Organize team meetings and performance review and preset Improvement Plans.
- Review Quality monitoring of the team and liaise with Performance analyst in improvement of scores and proposal for amendment for Quality Monitoring forms based in requirement.
Education
Bachelor of Engineering - Dept. Electronics And Communication
Thangavelu Engineering College
Chennai 06.2003 - 04.2007
Skills
ITIL Process Consultant - Incident Management / Critical Incident Manager/ Global Incident Manager
Accomplishments
- Project Transition – Service Now, Solarwinds implementation, Exchange online, Saviynt
- Automation initiative to enable users on Self Service administration
- Successive plan to improve overall Team efficiency and customer satisfaction
- Lean Practitioner – Improvement in Customer satisfaction
Certification
ITIL Foundation V3
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Magemojo (MAAS) Certification
02-2022
AWS Certified Solution Architect - Associate
07-2021
Newrelic Certification
05-2020
Service Delivery Manager
BORN Group (Part of TechMahindra)
04.2020 - Current
ITIL Foundation V3
06-2014
Project Manager
WIPRO Technologies
11.2012 - 04.2020
Senior Technical Support Engineer
HCL Technologies
10.2007 - 10.2012
Bachelor of Engineering - Dept. Electronics And Communication
Thangavelu Engineering College
06.2003 - 04.2007
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