Kiran Kumar
Bangalore
Summary
IT Service Delivery Specialist with expertise in fostering strong client relationships and facilitating effective IT communications. Manages conflict resolution and outage management to ensure seamless service delivery. Oversees IT service processes aligned with ITSM best practices, achieving high efficiency and effectiveness. Ensures compliance with agreed SLAs while serving as the primary liaison between clients and internal teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Service Delivery Specialist
Concentrix Daksh Services India Pvt Ltd
Bangalore
12.2022 - Current
- Building strong relationships with clients and internal business units to support new business growth and service request delivery.
- Driving client satisfaction by managing Severity 1 & 2 incidents, providing 24x7 on-call support, and delivering incident reports to clients.
- Coordinating change management requests and approvals, and analyzing outages to identify trends and continuous improvement opportunities.
- Ensuring IT initiatives are met and delivered within the prescribed budget, and leading or participating in technical reviews of contractual commitments.
- Efficiently address client concerns in a timely manner, and chair daily, weekly, and monthly client calls with written minutes and actionable follow‑ups.
- Acting as the primary point of contact for service-related issues, incidents, and escalations.
- Ensuring compliance with relevant laws, regulations, and company policies.
- Providing technical support and guidance to staff and users.
- Identifying areas for improvement and implementing strategies to increase the efficiency and effectiveness of IT services.
Lead - Client Services
Envestnet Yodlee
Bangalore
07.2021 - 11.2022
- Investigates unusual or unsatisfactory product performance to determine root cause and preventative action.
- Work closely with various internal groups to ensure timely resolution of open issues.
- Engage on Major incidents calls as and when required until resolution.
- Track all open problems relating to major Customers and provide periodic reports to customers.
- Service request queue management and timely resolution of technical cases escalated to team.
- Perform quality evaluations of service requests handled by team members for continuous service improvement.
- Achieved ticket quality target of 98% by providing periodic feedback to team members and identifying areas of improvement to accomplish target.
- Providing leadership, guidance, and support to team members.
- Conducting regular team meetings to keep team updated with operational and process changes.
- Handling Issues and requests with reported by customers within agreed SLA.
Lead Engineer
Altisource Business Solutions Pvt Ltd
Bangalore
08.2014 - 07.2021
- Implement and execute major incident management processes including invocation, ownership, escalation, communication and restoration of service.
- Maintain end user satisfaction by coordinating with users to understand issue, reducing business impact or resolving issue within agreed SLA by collaborating with technical, business teams and vendors.
- Provide timely feedback to senior management regarding issues affecting quality of service for user, facilitating teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication.
- Effectively manage escalation from clients and end users by providing timely updates and resolution.
- Providing Role Based access and performing quarter review of user's accounts.
- Perform quality evaluations of Service Desk operations and designed programs for continuous service improvement.
- Handle application or service access related requests from end users and provide timely resolution.
- Provided regular training opportunities to keep Service Desk staff technologically up-to-date.
- Monitor progress toward goals and provide technical expertise to team when needed.
- Assign, monitor and maintain technician staffing levels to ensure coverage for normal business day and after-hours shifts.
- On boarded and trained all incoming Service Desk/User Access Management staffs.
- Ensure that staff take ownership of user problems and be proactive when dealing with user issues.
- Meet one-on-one with team members outline new procedures, provide coaching and discuss incident quality evaluations.
- Managed end user escalated related to Office 365, Exchange, Sharepoint and Active Directory to effectively.
IT Analyst
STS Info Technologies India Pvt Ltd
Bangalore
05.2013 - 08.2014
- Responded to user operational issues with desktop computers, IP phones and laptops to enable problem resolution.
- Coordinate with client to understand requirement and collaborate within internal teams to fulfill request.
- Worked as MAC SME for one year and support team members.
- Managing incidents which will occur in IT infrastructure and maintaining agreed upon SLA with customer.
- Investigated system issues, application issues and implemented resolutions to reduce downtime.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Awarded as top performer in resolving more number of tickets for consecutive 6 months.
Education
BE - Information Science
HKBK Engineering College
Bangalore07.2012
Skills
- Effective communication
- Team Management
- Active Directory
- Microsoft Office 365
- IT service management
- JIRA
- Root Cause Analysis
- Quick learner
- Self Motivated
- Incident management
- Client relationship building
- Positive attitude
Certification
ITIL V3 Foundation
Timeline
IT Service Delivery Specialist
Concentrix Daksh Services India Pvt Ltd
12.2022 - Current
Lead - Client Services
Envestnet Yodlee
07.2021 - 11.2022
Lead Engineer
Altisource Business Solutions Pvt Ltd
08.2014 - 07.2021
IT Analyst
STS Info Technologies India Pvt Ltd
05.2013 - 08.2014
BE - Information Science
HKBK Engineering College