RamaKrishna Kishore Buddhavarapu

Working as a Service Delivery Manager for one of the largest European Automobile manufacturing company ensuring that services are delivered efficiently and effectively to clients or customers. This typically involves overseeing service processes, managing service level agreements (SLAs), resolving customer issues, and coordinating with various teams to ensure smooth service delivery. They play a crucial role in maintaining client satisfaction and optimizing service performance

• Managed communications between internal teams and external customers regarding product updates or changes in services offered.
• Ensured SLA compliance and maintained service delivery quality standards.
• Developed and implemented strategies to improve customer satisfaction levels.
• Monitored team performance, identified areas for improvement, and provided feedback and coaching.
• Collaborated with internal teams to develop best practices for service delivery processes.
• Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
• Created reports on service delivery metrics, such as response time, resolution rate.
• Established relationships with external stakeholders to support service delivery operations.
• Conducted regular meetings with customers to discuss their requirements and expectations.
• Reviewed existing service level agreements and proposed changes when necessary.
• Resolved escalated customer issues in a timely manner according to established procedures.
• Developed operational policies and procedures related to service delivery management.
• Analyzed customer feedback surveys results to identify opportunities for improvement.
• Implemented strategies for continuous improvement of services based on customer feedback data.
• Assisted in developing budget plans for various projects related to service delivery management.
• Participated in strategic planning initiatives related to improving overall service quality levels.
• Managed service delivery expectations.
• Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
• Oversaw 100+ staff members for 24-hour customer service support desk.
• Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
• Developed strategies and policies for resource infrastructure and allocation.
• Identified opportunities to reduce cost and improve productivity.
• Managed day-to-day logistics operations, monitoring incoming deliveries
• Identified new business opportunities through research and analysis of client needs.
• Provided timely responses to customer inquiries, requests, and complaints.
• Negotiated contracts with clients for various services.
• Managed service staff to ensure customer satisfaction and compliance with company policies.
• Monitored service performance metrics to identify areas of improvement.
• Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
• Developed and implemented new processes to ensure efficient IT operations.
• Conducted regular system maintenance and performance monitoring activities.
• Prepared detailed documentation related to IT operations including procedures, diagrams.

Worked for a largest banking domain in Norway as a Cluster Service Manager is responsible for managing and maintaining the operations of a cluster, mainly on IBM products that work together to perform complex tasks and handle large-scale computations. Here are the key roles

- Oversee the setup, configuration, and maintenance of the cluster hardware and software.

- Ensure that the cluster is running efficiently and optimally.

- Monitoring and Performance Tuning**:

- Continuously monitor the performance of the cluster.

- Implement performance tuning and troubleshooting to resolve any issues and optimize cluster performance.

- Manage resource allocation within the cluster to ensure fair usage and optimal performance.

- Maintain compliance with relevant industry standards and regulations.

- Manage and implement software updates and patches to keep the cluster systems up-to-date.

- Evaluate and install new tools and applications as needed.

- Oversee data storage, backup, and recovery processes within the cluster.

- Ensure data integrity and availability.

- Work closely with other IT and technical staff to coordinate activities and resolve issues.

- Developed and maintained relationships with customers, vendors, and suppliers.

- Resolved customer complaints in a timely manner.

- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.

- Created detailed reports on service activities for senior management review.

- Coordinated with other departments within the organization to ensure seamless delivery of services.

- Created standard operating procedures for all service functions.

Worked for one of the largest bank in United Kingdom as a Technical lead to handle application integration Operations for IBM Products.

- Handled complex and large upgrades and updates on IBM MQ in various environments.

- Driven to Establish Process improvements on MQ Environment in setting up Cluster based environment and Failover techniques for stable environment.

- Establish QPASA monitoring techniques for MQ and setting up alerts to handle the alerts well in time.

- Handled Technical level deployments on Message broker in UNIX and Windows environments.

- Hands on experience in creation of Message flows and Message Sets using application console in Message Broker.

- Enabling Watcher nodes to debug the complex application flows using Stubs in Message Broker application development.

- Handled Datapower requests in creating domains, groups users in different environments along with patch installations are performed in Prod and Non-Prod.

- Deployments of property files for various applications in Datapower XI50

- Handled Project version control mechanism using tools like IBM clear case and Harvest.

- Performed Certificate upgrades and Renewals in IBM Suits in Windows and UNIX flavors.

- Process level improvements in reducing the alerts and updating Technical runbooks at all stages.

Worked for a bank in United Kingdom as a consultant for middleware suite on IBM Message queue , Message Broker as a developer

- As application developer I had created Message broker flows and Sets with MQ as background and used Stubs for application level testing and performed deployment across the environments.

- MQ and Message Broker Product installation on Windows Environment using Eclipse.

- Worked closely with Client partners in creating the application level designing for HBOS Bank which includes Car and Mortgage Loans.

- Prepared Test cases to perform the application level testing on MQ and Message broker in SIT and UAT.

- Enabling Debugger and Watch nodes in Application development to identify the errors using Trace nodes and Log for further investigation.