Raja Gunja
Summary
Service Delivery Manager with 13+ years of experience in IT industry.
Strong leader known for driving efficiency and cost savings through continuous process improvements.
Proactive, resourceful problem-solver, create plans, processes or tools to facilitate effective issue resolution and collaboration across delivery channels.
Overview
13
13
years of professional experience
3
3
Certifications
Work History
SERVICE DELIVERY MANAGER
Ericsson India Global Services Pvt Ltd
08.2018 - Current
- Acts as the primary interface managing the services relationship between the Business clients and Ericsson
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Works with all the team for RCA of the critical incidents.
- Providing accurate and regular reports to the management on performance of the service delivery.
- Service Improvement Plans.
- Performed regular system audits to ensure compliance with regulatory standards, making necessary changes to maintain adherence where needed.
- Establishes, monitors and reports Service Delivery Reports
- Participate in management discussions (Governance discussion, Management forums with customer).
- Escalation management and Reporting.
- Meeting management with Business clients.
- Major incidents - scrutinizes adherence to process, recommends.
- Changes when SLAs are not met and works with larger delivery teams.
- Identify key cost drivers and ensure they are optimized.
- Adopt best practices from other processes/ verticals etc.
- Share value addition and best practices across teams.
- Responsible for maintaining security posture in all the applications.
Technical Manager
Ericsson Global Services
08.2012 - 08.2018
- Organize and drive highly complex activities for the implementation of IT environments.
- Clarify objectives and deliverables by performing due diligence to ensure the understanding of customer and business objectives.
- Experience in delivering ITIL V3 Practices.
- Proactively identify and mitigate issues/risk relating to the delivery of IT support.
- Perform Scope Management: Set deadlines, identify, obtain and track resource commitments and dependencies, drive issues and actions in order to deliver the project scope on time and within budget.
- Prepare and communicate status reports to upper management, facilitate weekly status review meetings with system administrators, storage team, facilities team, networking group, and application developers.
- Assemble project teams and develop service responsibility matrixes.
- Team Lead: Provide assistance to peers; develop and deliver PM transition training packages.
Technical Consultant
Wipro
04.2011 - 07.2012
- Investigated system issues and implemented resolutions to reduce downtime.
- Collaborated with upper management to drive strategy and implement new processes.
- Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Process Executive
Infosys Ltd.
09.2009 - 03.2011
- Managed cross-functional teams in order to achieve project goals within deadlines.
- Created reports, presentations and other materials for executive staff.
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Conducted root cause analyses to identify underlying issues affecting process performance, enabling targeted solutions that addressed core problems rather than symptoms alone.
- Improved process efficiency by analyzing, identifying bottlenecks, and implementing corrective actions.
- Investigated basic issues and escalated more complicated concerns.
Education
Master of Science - Computer Science
D.Y.Patil A.C.S
Pune04.2009
Skills
- Change Management
- Asset Management
- Delivery
- Compliance
- Functional
- ITIL 4
- Negotiation
- Networking
- Organizing
- Effective listening and communication
- Well organized
- Client relationships
- Mentoring and training
- Problem resolution
- Process improvement
- DevSecOps
Certification
- AWS Certified Cloud Practitioner
- DevSecOps Foundation℠
- ITIL 4
Additional Information
- AWARDS , Ericsson Rockstar awards -3
Timeline
SERVICE DELIVERY MANAGER
Ericsson India Global Services Pvt Ltd
08.2018 - Current
Technical Manager
Ericsson Global Services
08.2012 - 08.2018
Technical Consultant
Wipro
04.2011 - 07.2012
Process Executive
Infosys Ltd.
09.2009 - 03.2011
Master of Science - Computer Science
D.Y.Patil A.C.S
- AWS Certified Cloud Practitioner
- DevSecOps Foundation℠
- ITIL 4
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