Pradeeph Shanmugam
Associate Service Delivery Manager
Chennai
Summary
- Versatile professional with a diverse skill set encompassing Business Support, Procurement, and extensive experience in IT Service Delivery Management.
- Seeking challenging assignments within the IT industry to leverage acquired knowledge and skills, contributing to organizational success and growth.
- Goal-oriented IT professional with expertise in service delivery, project management, communication, and operational excellence.
- Proven track record in Service Delivery Management, incident resolution, and end-to-end service delivery. Successful project management, ensuring adherence to scope, acquiring technical knowledge, and overseeing multiple projects simultaneously.
- Proficient in the entire procurement and SCM process, enhanced purchasing quality and on-time delivery. Cultivates strong business relationships, leading to increased project acquisition.
- Developed and executed overall procurement strategy, aligning with key business partners across IT and other units. Maintains positive relationships with customers, stakeholders, peers, business partners, and directed reports.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Associate Service Delivery Manager
Awan Infotech Private Limited
Chennai
08.2022 - Current
- Spearheaded end-to-end service delivery management for Ivanti Endpoint Manager, overseeing ITSM and CSM products
- Took ownership of Root Cause Analysis (RCA) creation and dissemination to support team, enhancing incident resolution efficiency
- Led priority incident (P1) bridge calls, coordinating efforts with Operations, DBA, Support, and Development teams for swift resolution
- Managed day-to-day service requests and task follow-ups, conducting weekly reviews to address long-pending service requests
- Ensured adherence to project scope and acquired technical knowledge aligned with evolving technologies
- Supervised team competency, skills (soft and technical), and proficiency to enhance overall performance
- Facilitated new and ad hoc projects, collaborating closely with stakeholders to meet project objectives
- Oversaw multiple projects simultaneously, ensuring on-time completion and adherence to quality standards
- Implemented scalable systems to support business growth while maintaining high levels of service quality
- Developed streamlined response protocols, helping facilitate faster issue resolution times
- Organized periodic brainstorming sessions with L1s, L2s, and team leads from various operational domains
- Conducted regular follow-ups on multiple projects with stakeholders and team members
- Led daily internal and external calls, gathering updates and facilitating discussions across diverse teams
- Developed and implemented effective communication strategies for team members and clients, fostering collaboration and transparency
- Prepared monthly reports, ISM KPI metrics, and Mean Time To Resolve (MTTR) for service requests, tasks, incidents, and change requests
- Demonstrated proficiency in cloud services, including AWS and Microsoft Azure, to leverage cloud capabilities for enhanced service delivery
- Established positive work environment that encouraged open communication, teamwork, and employee engagement
- Achieved operational excellence through consistent evaluation of processes, identification of inefficiencies, and implementation of corrective actions
- Managed client relationships to ensure high levels of satisfaction and timely resolution of issues
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Supervised operations of 24-hours customer service desk
Executive Business Support
Ingram Micro India Pvt. Ltd.
Chennai
07.2015 - 08.2022
- Administered Microsoft Azure Cloud billing processes, ensuring accuracy and adherence to billing standards
- Coordinated with Sales, Product, and Operations Teams nationwide to facilitate seamless order fulfillment
- Conducted order processing for range of products, including CISCO, SaaS, HPE AMC, Microsoft, IBM Server, Lenovo, CISCO Support, and HPE Aruba
- Conducted order processing for range of products, including CISCO, SaaS, HPE AMC, Microsoft, IBM Server, stem, facilitating efficient order processing
- Resolved queries and discrepancies, working closely with partners, vendors, and addressing disputes related to SaaS invoices
- Prepared daily billing reports and comprehensive inventory reports for multiple product lines
- Managed term billings, including monthly, quarterly, and annual billing cycles for CISCO Cloud Orders and HPE AMC orders
- Created process notes and Standard Operating Procedures (SOPs) to streamline administration of various products
- Raised vendor invoice dispute cases, ensuring accurate credit notes for received invoices
- Administered end-to-end shipment processes, including creation, tracking, and billing for delivered shipments across 4-5 stations in US, including Seattle, Chicago, JFK, Miami, and Boston.
Subject Matter Expert
HCL Technologies Pvt. Ltd.
Chennai
09.2011 - 07.2015
- Managed end-to-end shipment processes, including creation, tracking, and billing for delivered shipments across 4-5 stations in US, including Seattle, Chicago, JFK, Miami, and Boston
- Exceeded performance goals by effectively prioritizing tasks and exemplifying strong work ethic
- Utilized Microsoft Excel to create comprehensive spreadsheets for daily, weekly, and monthly reporting purposes
- Maintained outstanding attendance record by consistently arriving at work on time
- Effectively operated tight deadlines within fast-paced atmosphere, showcasing adaptability and achieving successful outcomes.
Citi Phone Officer
IBM Global Business Process Service Pvt. Ltd.
Chennai
03.2010 - 09.2011
- Provided exceptional customer service for Credit Card and Mortgage Loan inquiries, ensuring satisfaction.
- Managed high call volumes efficiently, handling 60-70 calls per day with focus.
- Played key role in boosting sales by 18% through effective communication.
- Contributed to continuous improvement with insightful suggestions.
- Maintained 99.98% transaction accuracy rate yearly, showing attention to detail.
- Met service level agreements consistently with precise transactions.
Education
Bachelor of Science - Computer Science
Sree Saraswathi Thyagaraja College
Pollachi 06.2006 - 05.2009
High School Diploma -
P.G Higher Secondary School
Pollachi 06.2005 - 05.2006
Skills
ITIL V4 Certified
Incident Management
Problem Management
Delivery Management
Cloud Computing
Virtual and Cloud Technologies
DevOps principles
Performance Optimization
Problem-solving aptitude
Cloud Operations
Analytical Skills
Order Management
Procurement & Sourcing
Vendor Management
SAAS Operations
Languages: English, Tamil, and Malayalam
Certification
ITIL V4 CERTIFIED
Timeline
Associate Service Delivery Manager
Awan Infotech Private Limited
08.2022 - Current
Executive Business Support
Ingram Micro India Pvt. Ltd.
07.2015 - 08.2022
Subject Matter Expert
HCL Technologies Pvt. Ltd.
09.2011 - 07.2015
Citi Phone Officer
IBM Global Business Process Service Pvt. Ltd.
03.2010 - 09.2011
Bachelor of Science - Computer Science
Sree Saraswathi Thyagaraja College
06.2006 - 05.2009
High School Diploma -
P.G Higher Secondary School
06.2005 - 05.2006