RUSHIKESH KADAM
Seoul
Summary
Proven leader in service delivery and operations management at Amdocs, adept at driving process automation and enhancing customer satisfaction. Leveraged data analytics and exceptional communication skills to streamline operations, achieving significant improvements in service quality and efficiency. Demonstrated ability to lead cross-functional teams, optimizing resource allocation and fostering a culture of continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Amdocs
09.2023 - Current
- Worked with Client IT heads to review, align and agree working level procedural contract to be followed in operation.
- Monitoring network operations and system health to ensure system performance and KPI target meet.
- Prepare and present weekly and monthly operations reports to Management and Client.
- Identify system problems and improve with efficient resolutions.
- Handle customer escalations and issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Prepare and present AWS resources requirements with client to review and approve for software upgrades.
- Prepare, present and get approval for required software certificates renewal by vendors.
- Improve service quality, addressing client concerns promptly and professionally.
- Coordinate with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimize resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamline operations for improved customer satisfaction and retention rates.
- Reduce turnaround time with effective resource allocation and task prioritization.
- Enhance service delivery by developing and implementing efficient processes.
- Maintain proper staffing levels to guarantee timely and accurate deliveries.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Advise clients on methods, technologies, process improvements and training that would increase overall business potential.
- Automate real time agreed SLA and monitor it to make sure no breach in services.
Service Delivery Manager
Amdocs
01.2021 - 08.2023
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Enhanced service delivery by developing and implementing efficient processes.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Streamlined operations for improved customer satisfaction and retention rates.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Improved service quality, addressing client concerns promptly and professionally.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Led cross-functional teams to achieve project goals on time and within budget.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Coordinated and led internal and external site team meetings.
- Contributed to internal and external account reviews.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Automate processes taking longer time which impacts operations activities.
Operation Manager
Amdocs
01.2018 - 12.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Enhanced service delivery by developing and implementing efficient processes.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Establish necessary monitoring of system health to ensure agreed KPI meet all the time.
Software Development Manager
Amdocs
08.2014 - 12.2017
- Worked with developers to identify and remove software bugs.
- Discussed issues with team members to provide resolution and apply best practices.
- Inspected final products for application uptime, overall performance and ease of use.
- Mentored junior developers and engineers through onboarding process and long-term team contributions.
- Collaborated with cross-functional teams to ensure seamless integration of new features into existing systems.
- Championed continuous improvement initiatives within the department, identifying opportunities for process optimization and driving change where necessary to enhance overall effectiveness.
- Streamlined software development processes by implementing Agile methodologies, resulting in faster project completion times.
- Increased team productivity by mentoring junior developers and providing constructive feedback on their work.
- Developed comprehensive documentation, ensuring smooth handoff between development phases and facilitating knowledge transfer among team members.
- Successfully delivered multiple high-impact projects on time and within budget constraints.
- Reviewed code to check compliance with company coding guidelines.
- Reduced software defects by designing robust testing strategies and leading the QA team in executing test plans.
Software Development Team Leader
Amdocs
01.2012 - 07.2014
- Managed costing of proposed development projects, incorporating input from managers to provide accurate budgeting data.
- Scheduled development timeframes, providing realistic and actionable frameworks for consistent development progress performance.
- Created long-term development plans to optimize performance within multi-project and multi-team environments.
- Incorporated cybersecurity priorities into development projects to reduce potential liability and increase customer security.
- Recruited technical subject matter experts to plan and monitor software development teams through phases of project completion.
- Promoted knowledge sharing across the team through regular presentations on emerging technologies, industry trends, or relevant case studies.
- Achieved high levels of customer satisfaction through diligent monitoring of project progress, prompt resolution of issues, and proactive communication of status updates.
Senior Software Developer
Amdocs
05.2010 - 12.2011
- Delivered high-quality code on time by effectively managing project timelines and prioritizing tasks accordingly.
- Collaborated with cross-functional teams to integrate software components seamlessly into existing systems.
- Contributed to the architecture design of complex software systems, ensuring scalability and maintainability.
- Trained new developers and programmers on company standards for design and review.
- Documented code thoroughly, facilitating ease of understanding for other team members during maintenance cycles or future updates.
- Successfully met tight deadlines under pressure while maintaining a strong focus on quality deliverables throughout all stages of the development process.
Education
Master of Science - Computer Science And Programming
Pune University
Ahmednagar, India04.2009
Skills
- Daily Operations Management
- Service Level Agreement Management
- Quality monitoring
- Performance Improvement
- Incident Investigation
- Customer Satisfaction
- Customer Engagement
- Client Relationship Management
- Workload Management
- Risk Mitigation
- Operations Support
- Data Analytics
- Documentation
- Resource Allocation
- Teamwork and Collaboration
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Critical Thinking
- Decision-Making
- Process Automation
Certification
SAFe Agility
AWS Fundamental
DevOps Fundamental
Accomplishments
- Collaborated with team of 20 during service delivery of LG U+ project.
- Supervised team of 10 staff members.
- Achieved 99.60% accuracy in API response through effectively helping with establishment of automation, monitoring and reporting of API real time execution.
- Resolved product issue through consumer testing.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Manager
Amdocs
09.2023 - Current
Service Delivery Manager
Amdocs
01.2021 - 08.2023
Operation Manager
Amdocs
01.2018 - 12.2019
Software Development Manager
Amdocs
08.2014 - 12.2017
Software Development Team Leader
Amdocs
01.2012 - 07.2014
Senior Software Developer
Amdocs
05.2010 - 12.2011
Master of Science - Computer Science And Programming
Pune University
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