RAJA G
IT SERVICE DELIVERY MANAGER
Bengaluru,KA
Summary
Service Delivery Manager with over ten years of industry experience with high performing service support between the customer and the organization. ITIL certified professional with a very good understanding of ITIL processes and frameworks. Works as a responsible individual contributor. Building and maintaining customer relationships, ensuring quality services are delivered within the agreed SLA. Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes and establishing service improvement activities when required. As a Service Delivery Manager performed detailed root cause analysis (RCAs), created/updated knowledge bases, worked on improving incident/problem MTTR, tracked all issues to closure during and post-warranty period
Overview
5
5
Certifications
6
6
years of post-secondary education
12
12
years of professional experience
Work History
Service Delivery Manager
Ericsson India Global Services Pvt Ltd
Bangalore, Karnataka
08.2015 - Current
- Supervision of daily Incident and Problem Management processes. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated.
- Provide leadership and direction to the global support team as well as partner teams in infrastructure, development and business process.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Coordinated and led internal and external site team meetings.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Contributed to internal and external account reviews.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Providing an escalation contact to business and IT senior stakeholders.
- Driving IT service operational excellence within a vendor outsourced model as well as working through any vendor or service transitions.
- Oversight of how the support teams are performing against group wide operational targets and ensuring the support teams are meeting them.
- Driving implementation and improvement of Service Management processes to build consistency and quality throughout the services.
- Engaging with development teams, project managers and business change analysts to understand upcoming demand and ensure service introduction processes are engaged.
SharePoint Technical Lead
Ericsson India Global Services Pvt Ltd
08.2012 - 08.2015
- Responsible for responding to end-user questions, concerns, and requests from the Help Desk(ITSM), assisted business users in the creation and management of their team sites,.
- Trained personnel by conducting traditional sessions such as, classroom training, workshops, seminars, demonstrations, and one-on-one training.
- Conducted Train the Trainer sessions for customer support personnel’s.
- Preparation of instructor materials, course outlines, background materials, and training aids.
- Sharepoint Administrator responsible for user access, creating/reengineering webpages and document libraries for manuals, guides and Standard Operating Procedures (SOPs).
- Trouble shooting end user Internal and External SharePoint issues.
- Creation of SharePoint parent sites and subsites (internal and external).
- Worked with other IT team members and business customers on SharePoint projects.
- Designing and maintenance of complex workflows using SharePoint Designer 2010.
- Design of custom lists using InfoPath 2010/2013.
- Governing Microsoft SharePoint sites.
- Arrange and drive weekly meetings with Application Owners and Operations team.
- Responsible for monitoring and maintaining all Applied Areas and issues.
- Maintained document management solution, implemented security per requirement, created meta data columns, archived data and documents, implemented out of box approval workflows.
- Identified issues, analyzed information and provided solutions to problems.
- Carried out day-day-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Led projects and analyzed data to identify opportunities for improvement.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Supervised work of contracted employees to keep on task for timely completion.
- Used coordination and planning skills to achieve results according to schedule.
SharePoint Technical Consultant
WIPRO Ltd
03.2011 - 07.2012
- Installation of SharePoint Products based on deployment methods.
- Administrating Central administration of SharePoint server farm.
- Configuration of Web parts, Managing Features and Solutions.
- Creation of Web Applications, Site Collections and Sub Sites based on request.
- Managing the content databases over the web applications in the farm.
- Resolving the Space issues on servers by shrinking the Log files and data files.
- Monitoring overall SharePoint usage reporting.
- Monitoring Backup jobs and resolving the Job failures.
- SharePoint 2010 Backup, Restoration and Recovery Procedures.
- Configuration of User Authentication to applications and security configurations.
- Configuration of search scopes, updating Search front end to change the look and feel of search results.
- Helping Microsoft clients in configuring the SharePoint server in the below mentioned areas.
- Provide in-depth investigation, analysis, and timely resolution of customer issues and problems & Provide clear, well documented description of problems that require technical fix.
- Remotely to diagnose and resolve emergency and chronic problems related to SharePoint system operation, availability, security, performance, connectivity, and overall function.
- Administer SharePoint deployment configurations (Including: web front end, Job, Search and Index servers).
- Increased customer satisfaction by resolving sharepoint server issues.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Process Executive
INFOSYS Ltd
PUNE
09.2009 - 03.2011
- Business continuity Plan site Administrator and Developer.
- SharePoint administrator for the client’s(Aetna) SharePoint site.
- Development, Designing, Publishing and management of InfoPath Forms for BCP ( Business Continuity Plans).
Education
Master of Computer Applications -
Dr.D.Y. Patil A.C.S College Affiliated to Pune University
01.2006 - 01.2009
Bachelor of Science - Electronics
Andhra Loyola College
01.2003 - 01.2006
Skills
Operations support
undefinedCertification
Microsoft Certified Technology Specialist (MCTS)
Timeline
Service Delivery Manager
Ericsson India Global Services Pvt Ltd
08.2015 - Current
SharePoint Technical Lead
Ericsson India Global Services Pvt Ltd
08.2012 - 08.2015
SharePoint Technical Consultant
WIPRO Ltd
03.2011 - 07.2012
Process Executive
INFOSYS Ltd
09.2009 - 03.2011
Master of Computer Applications -
Dr.D.Y. Patil A.C.S College Affiliated to Pune University
01.2006 - 01.2009
Bachelor of Science - Electronics
Andhra Loyola College
01.2003 - 01.2006
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