Ramanathan Palaniappan
IT Service Delivery Manager
Bangalore
Summary
Having 11+ years of experience in IT Infrastructure services in various roles ranging from a Tech support engineer, Technical lead, IT IS Administrator , Service delivery manager. With extensive experience in End User Computing, Security Compliance and Implementation, Network & IT Infrastructure Implementation, Server Maintenance, Network Maintenance, Link Maintenance, Desktop / Laptop Support, Vendor Management, Asset Procurement , ISO audit readiness. Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
IT Service Delivery Manager & Owner
Tata Consultancy Services
Bangalore
10.2010 - Current
- Risk Management, Incident Manager, Problem Manager, Change Manager, Service Level Manager, Risk management, Service Delivery, Vendor management, IT procurement and Customer Escalations.
- Have experience in Managing Service desk having 40+ associates focused on supporting 24/7 supporting end users and directed support activities for ServiceDesk L1, L2, L3 Teams, providing Infrastructure Support on all EUS scope involving – Password vault, Win OS, Endpoint Security compliance, O365, AD, AV Support, Mobility.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Responsible in Managing Incidents, Service Requests, Problems and Change Tickets.
- Responsible to build support model to bring more effectiveness in all aspects like Resolution, SLA, OLA, CSAT, Aging, QoS and Service Improvements.
- Preparing SLA Causal Report, Monthly Service Level Management Report, CR Analysis Report, C-SAT Report, Re-open Report, Incident Management Report and Change Management Report and share it across to all verticals.
- Ensuring manpower availability as per demand by preparing schedule to operate business on 24*7 environments.
- Ensure to balance workload equally amongst team and follow up to complete task within SLA/OLA compliance. • Ensure to have escalation free solution. Handling escalation calls until closure.
- Managing team effectively and always encourage them to complete work on time.
Education
Bachelor of Engineering - Electronics And Communications Engineering
St.Joseph Higher Secondary School
Cuddalore 04.2005 - 04.2009
Skills
IT Service Operations & Delivery
IT Service Management & Quality Assurance
ISO Audit readiness
IT Infra Procurement
Vendor Management
Delivery monitoring
Quality services
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Service Delivery Manager & Owner
Tata Consultancy Services
10.2010 - Current
Bachelor of Engineering - Electronics And Communications Engineering
St.Joseph Higher Secondary School
04.2005 - 04.2009