Summary
Overview
Work History
Education
Skills
Certification
Achievements & Awards
Timeline
Generic
Samana V

Samana V

Bangalore

Summary

Dynamic professional with extensive experience in Service Delivery and Project Management. Proven ability to drive performance improvements and enhance client satisfaction. Strong track record of delivering tasks on time, ensuring high-quality outcomes.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Assistant Manager – Service Delivery

Unilever
02.2023 - Current
  • Oversee global IT services and SAP ERP systems and applications, collaborating with vendors for maintenance and resilient support.
  • Designing, implementing and delivering various types of service Level agreements for Vendor KPI Governance and Management
  • Establishing policy, strategy, and best practices for customer service agreements.
  • Influences high-impact customer service decisions and initiatives.
  • Promote continuous improvement for internal stakeholders and external vendors.
  • Monthly, quarterly, and yearly reviews with the vendor on SLA and KPI adherence.
  • Coordinate and support the assessments and audits for the services used across the globe to meet the company standards and compliance.
  • Manage global geographies with different work styles to match IT requirements and maintenance. Manage major outages via critical incident management processes to avoid any service disruptions causing outages to the business.
  • Incident, problem, and change management to manage the services without any business impact, and to get resolution and fixes from the required technical support teams.
  • Plan and coordinate Business Continuity Plans and Disaster Recovery for all critical services, keeping services DR ready.
  • Ensure vulnerabilities are remediated, CMDB compliance, and service model documentation.
  • New service introduction to be led end-to-end, along with the completion of all the required collaborative documentation and approvals.
  • Deliver small, complex projects to implement new upgrades globally

Isilon Support Engineer

Dell Technologies
11.2021 - 01.2023
  • Provide support to the enterprise customers on one of the Dell Storage Products- Isilon, which is a NAS (Network Attached Storage).
  • Perform OneFS code level upgrades on the storage devices.
  • Deploy the required firmware packages and patches through remote sessions.
  • Record the logs to review and identify the issues faced during the upgrade.
  • Make follow ups regarding the upgrade performed to analyse any change in functionalities of the storage device post the upgrade and report the same to multiple teams for corrective/preventive measures.
  • Follow ITIL process during all the activities and maintain the quality of service.

Engineer

Mindtree
09.2018 - 10.2021
  • Accurately identify a Major Incident, promptly engage the technical resources, drive the bridge call, effectively communicate to the customers affected and drive the appropriate resources/partners to restore the impacted service as quickly as possible.
  • Responsible for timely progression and resolution of all high severity and major incidents and ensure Service Level Agreements (SLA) are respected.
  • Sending detailed communication to stakeholders by updating the Major Incidents logged.
  • Act as a liaison between clients and Technical Teams during a Major Incident and provide hourly updates on available workaround and estimated time to restore (ETA) the service.
  • Owning, managing and acting as the primary contact for Critical/Major Incidents or situations.
  • Manage the overall system availability and Uptime of all applications and its partners continuously.
  • Analysis of alerts and emails received from monitoring tools and act as a first line of defense for any application/infrastructure related issues.
  • Drive the monthly and weekly calls with clients to enhance the service provided.
  • Manage the Problem Management lifecycle and effectively drive the calls to obtain Root Cause for the problem.
  • Review the RCAs provided by the respective teams on a problem record.
  • Identify known errors and define workarounds for the same.
  • Efficiently track the problem records and follow up with business units to expedite the problem closure.
  • Support change management teams during monthly changes and production releases at application and infrastructure level.
  • Assess and evaluate change, coordinate change with stakeholders, review and close change record.
  • Analyse the impacts of the change to be performed and rollback plans.
  • Gather all the necessary inputs before proceeding for approvals.

Education

B.E - Information Science

Vemana Institute of Technology
06-2018

Skills

  • Service delivery
  • Project management
  • Vendor management
  • Incident management
  • Change management
  • ServiceNow
  • Dynatrace
  • JIRA
  • Communication skills
  • Data analysis and reporting
  • Performance improvement
  • Team management
  • ITIL framework and practices

Certification

  • ITIL®4 Foundation Certified by Axelos (PeopleCert)
  • Project Management from NPTEL (IIT Roorkee)
  • ServiceNow Administration for Beginner

Achievements & Awards

Applause Award by manager at Dell Technologies for exceptional performance in Q3-22.

Bravo Award by manager at Dell Technologies for being proactive and satisfying the client with the process followed and for achieving 90% utilization within 3 months.

Mastermind Award by manager at Mindtree for mitigating business loss by identifying an issue occurred during a production release.

Partnership Award by clients from Mindtree for the Collaborative spirit, Unrelenting dedication and Expert thinking during a Severity-1 issue which avoided business impact to them.

Timeline

Assistant Manager – Service Delivery

Unilever
02.2023 - Current

Isilon Support Engineer

Dell Technologies
11.2021 - 01.2023

Engineer

Mindtree
09.2018 - 10.2021

B.E - Information Science

Vemana Institute of Technology

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Samana V