Summary
Overview
Work History
Education
Skills
Quote
Timeline
Certification
Singing, Gardening
Generic
Reena Kumari

Reena Kumari

IT Service Delivery Manager
Gurgaon

Summary

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

13
13
years of professional experience
9
9
years of post-secondary education
6
6
Certificates

Work History

Service Delivery Manager

TCS
Gurgaon
10.2014 - Current
    • 13+ years of Experience in IT infrastructure Management and Service Delivery.
    • 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.
    • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
    • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
    • Coordinated new hire recruitment, training and development.
    • Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls
    • Identify improvement opportunities to further enhance response and resolution of services impacted
    • Good working knowledge of Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in incident, problem, and change processes and improvements
    • Actively involved in Transition of various teams within projects
    • Review outcomes of each Transition and apply lessons learned to ongoing and future projects
    • Represent different tracks in client meetings and ensure operational deliverables, (SLA & KPI) are getting achieved month on month
    • Effectively participate in internal and external audits on operational hygiene, delivery excellence.
    • Ensure monthly performance reports are published by leads for team to identify bottom performer to help agent in meeting objectives by preparing training programs and deciding on action plan
    • Responsible for successfully executing transition and processes as per agreed SLAs
    • Creating SOP, MOM, Playbacks and other documentation, doing client interaction
    • Drive IT Governance meeting with client IT, business teams
    • Responsible to conduct/attend periodic meetings with cross-functional teams to review project status and performance and monitor closely to close out open issues
    • Ensure all SLA metrics are met as per agreed SLA norms
    • Actively participate in NC closure / Risk mitigation

Associate Consultant - Team Lead

HCL Tech
Gurgaon
01.2010 - 10.2014
    • Worked on project to enable Multifactor authentication on NetScaler.
    • Good understanding of ITIL Process in Problem & Change Management.
    • Worked with team to identify areas of improvement and devised solutions based on findings.
    • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
    • Coached team members in techniques necessary to complete job tasks.
    • Trained new team members by relaying information on company procedures and safety requirements.
    • Participating in various Disaster Recovery Activities
    • Ability to do Root Cause Analysis & remediation recommendations
    • Process document creation & reviewer
    • Responsible for Resolving P1 & P2 priority tickets and providing RCA.
    • Conducted thorough reviews of operations to devise and deploy improvement strategies

Technical Support Officer

Convergys India Services Pvt. Ltd
Gurgaon
01.2010 - 07.2010
  • Infrastructure comprised of Windows 2K/2K3 based over 150 servers
  • Creation & Deletion of users in Active Directory, Troubleshooting Desktop/Windows related issues
  • Assigning rights to users for applications, providing support, troubleshooting & administration work
  • Responsible for maintaining standard set by Company for delivering service to Users by following ITIL processes.
  • Tracked KPIs and created continuous improvement plans.
  • Increased customer satisfaction ratings to 90%.
  • Generated reports to track performance and analyze trends.
  • Analyzed and developed service goals for in-bound call center.

Education

MBA - Human Resources Management

IMT Ghaziabad
Gurgaon, HR
04.2011 - 04.2013

BE - Electronics and Communication

Apeejay College of Engineering
Gurgaon
01.2005 - 01.2009

12th -

D.A.V Public School
Gurgaon
03.2003 - 01.2005

10th -

Gyan Devi Public School
Gurgaon
03.2002 - 01.2003

Skills

Leadership and people managementundefined

Quote

Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill

Timeline

Service Delivery Manager

TCS
10.2014 - Current

MBA - Human Resources Management

IMT Ghaziabad
04.2011 - 04.2013

Associate Consultant - Team Lead

HCL Tech
01.2010 - 10.2014

Technical Support Officer

Convergys India Services Pvt. Ltd
01.2010 - 07.2010

BE - Electronics and Communication

Apeejay College of Engineering
01.2005 - 01.2009

12th -

D.A.V Public School
03.2003 - 01.2005

10th -

Gyan Devi Public School
03.2002 - 01.2003

Certification

PSM2

Singing, Gardening

I have set up a kitchen garden at home with wide variety of flowers and vegetables.

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Reena KumariIT Service Delivery Manager