Anandkumar Krishnamoorthy

IT Consultant for Citibank Transition from 02/2021 to 06/2021

• Interact with Citi customer stake holders to coordinate on implementing scope of services as per contract
• Gathered and defined customer requirements to develop clear specifications for project plans.
• Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
• Formed 35 member team & set up process work flow to ensure team is delivering scope of services
• Drive commitment in continuous improvement and MTTR reduction

Service Delivery Manager providing EUC Support from UK for Government stake holder CPS (Crown Prosecution Service) from 09/2019 to 11/2020

• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
• Managed both clients and vendors in terms of billing & additional revenues as per contractual commitments
• Managed 15 member team in UK for EUC services
• Manage Risk Register & Service Improvement tracker to ensure mitigation plan is aligned to meet the deliverable as per contract
• Ensure Team is aware of all SLAs and achieving as per contractual commitments.
• Creating a positive environment through leadership, coaching & mentoring

Change Manager from Peterborough for Thomas Cook from 02/2017 to 08/2019

• 500 changes managed per month with very minimal failures and disruption to business
• Service improvements initiatives like RFC submission via Smart IT , automated approvals , offline approval for low risk changes, more validation on high-risk changes before going for CAB approval
• Managing 5 member at offshore to deliver agreed services
• Creating teamwork culture to ensure communication is effective.

Quality Manager from Chennai for Thomas Cook from 04/2015 to 02/2017

• Reviewing MSA, SOW & other project related documents to ensure Penalty & Non Penalty SLAs adhering to Process Compliance.
• Hands-on Experience in handling ISO20K & CMMI Audits as per Organization QMS.
• Drive Customer Satisfaction surveys and create action plans as per expectation
• Alerting Early Warning to avoid customer complaints and managing customer complaints.
• Driving & monitoring Service Improvements with result oriented approach

• Major Incident Manager for CMA shipping client
• Handling Major Incidents P1/P2 and ensure to meet SLAs and restore services either by workaround or resolution.
• Ensure all Major Incidents P1/P2 are understood with impact and communications to be sent as per process to all required stake holders
• Good understanding of different technologies of Windows, Unix, Linux, Storage, Backup, Database.
• After Major incident is resolved provide chronology for Problem Management
• Involve in problem management & change management discussion to provide inputs on workaround or resolution.
• Trend analysis performed on major incidents and implemented service improvements to minimize impact to business.

• Worked in 3 different projects Sears Retail , Bank of New York Mellon & Visa Infra Support within 4.6 years
• Ensure team shift is aligned to deliver required services
• Ensure SLA/KPIs are delivered as per contract
• Daily dashboard to be published during beginning and end of day.
• Monthly service review with key stake holders on challenges and improvements
• Recognize team through appreciation and regular feedback to keep the team motivated

• Handled calls for British Broadband users related to broadband issues
• Mentoring new team members in guiding resolution
• Had been part of complaints team where convincing unhappy or dissatisfied users.
• Weekly meeting to discuss on performance and improvements with team manager.
• Developed and implemented training initiatives for new hires.