Service Level Manager
DXC Technology
09.2014 - Current
Naga Meena Sivapriya Chelluri
Service Level Manager
Hyderabad,TG
Timeline
Remote Infrastructure Management Engineer
DXC Technology
09.2014 - Current
Technical Support Representative
IBM
04.2012 - 09.2014
MBA - Information Systems
Annamalai University DDE
09.2011 - 05.2013
Master of Science - Master of Computer Applications (MCA
St. Paul's College of Management & IT
06.2009 - 08.2011
Bachelor of Science - Biotechnology
Annie Besant Womens College
05.2007 - 05.2009
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leavePersonal development programsWork History
Service Level Manager
DXC Technology
Hyderabad, TG
09.2014 - Current
- Assisted in data collection and analysis to support project initiatives.
- Provided insights on trends and patterns to enhance decision-making processes.
- Supported development of reports and presentations for stakeholder meetings.
- Collaborated with cross-functional teams to streamline operational workflows.
- Documented findings and recommendations for process optimization efforts.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Evaluated customer needs and feedback to drive product and service improvements.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Led service level agreements to ensure compliance with organizational standards
- Developed and implemented strategies to enhance customer satisfaction metrics
- Analyzed service performance data to identify trends and areas for improvement
- Collaborated with cross-functional teams to optimize service delivery processes
- Provided training and mentorship to junior staff on best practices in service management
- Managed escalations effectively, maintaining strong client relationships during critical issues
- Facilitated regular reviews of service levels with stakeholders to align expectations
- Established key performance indicators to measure success and drive continuous enhancement
- Reduced operational costs by identifying inefficiencies within processes and implementing effective solutions.
- Optimized resource allocation for increased efficiency in managing service levels across various projects.
- Actively participated in industry conferences and events to stay current on industry trends and best practices, applying this knowledge to drive service level improvements.
- Developed strong relationships with cross-functional teams to ensure service level agreements were met consistently.
- Identified areas of improvement through comprehensive data analysis, leading to better decision-making and improved service levels.
- Implemented continuous improvement processes, resulting in significant enhancements to service quality and delivery times.
- Collaborated with senior management to develop key performance indicators for measuring service level success.
- Delivered excellent customer satisfaction by monitoring and addressing customer feedback promptly.
- Collaborated with cross-functional teams to identify areas for process improvement.
- Successfully managed multiple projects simultaneously while maintaining adherence to established timelines and budgets.
- Managed complex escalations effectively, reducing the impact on overall service level performance.
- Streamlined communication channels, enhancing collaboration between teams and stakeholders.
- Promoted a culture of accountability within the team by setting clear expectations regarding roles, responsibilities, and performance metrics.
- Improved service levels by implementing strategic performance measurement systems.
- Mentored junior team members, fostering a collaborative environment focused on achieving high-quality results.
- Negotiated favorable terms with suppliers, contributing to cost savings without compromising on quality or performance standards.
- Established clear escalation paths for handling high-priority incidents, minimizing downtime and ensuring prompt resolution.
- Enhanced end-user experience by proactively identifying potential issues and implementing timely resolutions.
- Championed process automation initiatives that resulted in reduced manual effort and faster resolution times for customers.
- Conducted regular reviews of vendor contracts and SLAs to ensure optimal value for the organization.
- Facilitated cross-departmental training sessions, promoting a shared understanding of service level objectives and expectations.
- Organized and updated databases, records and other information resources.
- Created organized filing system to manage department documents.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Remote Infrastructure Management Engineer
DXC Technology
Hyderabad, TG
09.2014 - Current
- Managed remote infrastructure systems ensuring optimal performance and reliability.
- Led cross-functional teams to troubleshoot complex network-related incidents effectively.
- Enhanced automation processes, reducing manual intervention in system maintenance tasks.
- Developed and implemented monitoring solutions for network availability and latency issues.
- Established disaster recovery plans, strengthening organizational resiliency against outages.
- Mentored junior engineers, fostering skill development and promoting best practices within the team.
Technical Support Representative
IBM
Hyderabad, TG
04.2012 - 09.2014
- Resolved technical issues by diagnosing software and hardware problems for customers.
- Provided exceptional customer support via phone, email, and chat to enhance user experience.
- Collaborated with cross-functional teams to improve product knowledge and service delivery processes.
- Developed training materials and conducted workshops for new team members on troubleshooting techniques.
- Streamlined ticketing system workflows to increase response times and customer satisfaction ratings.
- Analyzed support metrics to drive process improvements, enhancing overall operational efficiency within the team.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Education
Master of Science - Master of Computer Applications (MCA
St. Paul's College of Management & IT
Hyderabad 06.2009 - 08.2011
MBA - Information Systems
Annamalai University DDE
Chennai 09.2011 - 05.2013
Bachelor of Science - Biotechnology
Annie Besant Womens College
Hyderabad 05.2007 - 05.2009
Skills
- Service level agreements
- Configuration management
- Capacity planning
- System monitoring tools
- Cloud management
- Incident management
- ITIL framework
- Compliance monitoring
- Project management experience
- Operational analysis
- Lean principles
- Infrastructure management
- Problem-solving
- Multitasking and organization
- Critical thinking
- Team leadership
- Data analysis
- Technical reports
Summary
Diligent Service Delivery Manager with strong background in managing service levels and ensuring customer satisfaction. Proven track record of successfully overseeing service delivery processes and implementing effective strategies. Demonstrated ability to analyze performance data and optimize service standards.
Experienced with optimizing service delivery processes to meet and exceed client expectations. Utilizes analytical skills to monitor and improve service performance. Knowledge of maintaining high standards of service quality and customer satisfaction.
Service management professional with extensive experience in overseeing service level agreements and enhancing customer satisfaction. Known for excellent collaboration with cross-functional teams and achieving impactful outcomes. Recognized for adaptability and commitment to meeting evolving business needs. Professional service management specialist with proven experience in optimizing operational efficiency and ensuring high-quality service delivery. Known for strong focus on team collaboration, adaptability to changing needs, and achieving measurable results. Skilled in SLA management, performance monitoring, and customer relationship management. Reliable and results-driven, with knack for problem-solving and effective communication.
Certification
- ITIL V4 Foundation Certifed.
- AWS Cloud Practitioner certified.
- Oracle Cloud Infrastructure Foundation Associate Certified.
- Oracle AI Foundations Associate Certified
- Microsoft Data Analyst Associate Certified