Sasidhar Sangapati
Bengaluru,KA
Summary
Accomplished IT Services Delivery Manager with over 14 years of experience in cloud infrastructure and digital workspace management. Demonstrates a proven track record of optimizing organizational processes, driving efficiency, and delivering exceptional results in dynamic and fast-paced environments. Expert in managing complex cloud solutions, leading digital transformation initiatives, and ensuring seamless service delivery across global teams. Adept at fostering team success, implementing strategic solutions, and enhancing operational performance. Seeking a challenging role to leverage extensive experience in cloud infrastructure and digital workspace management to contribute to process excellence and drive organizational growth..
Overview
14
14
years of professional experience
Work History
Senior Manager
HCL Technologies
01.2023 - Current
- Managed a team of 6 managers and 114 agents in overseeing Wells Fargo project operations, including QA and live client software support.
- Ensured operational efficiency and adherence to SLA metrics, including handling time, response time, and customer satisfaction.
- Led process improvement initiatives to enhance service quality and operational performance.
- Facilitated effective communication and collaboration through regular team meetings and huddles.
- Oversaw Beeline onboarding processes and participated in RFP activities to expand project engagements.
- Conducted performance evaluations and delivery reviews to ensure alignment with project objectives and client expectations.
- Supported escalation handling, providing timely resolutions and maintaining high levels of customer satisfaction.
- Developed and implemented comprehensive reporting structures and performance tracking metrics.
Ops Manager
HCL Technologies
12.2020 - 12.2022
- Directed shared projects for Cohesity and Dell Avamar, managing a team of 40 professionals to ensure successful project execution.
- Specialized in Dell Avamar application support, handling L1 to L3 escalation tickets with a focus on timely and effective resolutions.
- Played a key role in the delivery of professional services projects, ensuring client satisfaction through effective project management.
- Collaborated with cross-functional teams to achieve project milestones and objectives.
- Conducted team meetings, performance reviews, and professional development sessions to enhance skills and productivity.
- Maintained strong client relationships, acting as a primary point of contact for project updates and issue resolution.
Track Manager
HCL Technologies
04.2019 - 11.2020
- Managed a team of 30 in the Storage and Backup track, leading service delivery reviews and addressing escalations.
- Conducted root cause analysis to enhance project performance and set team goals aligned with project SOW and SLA.
- Created issue trackers, contributed to RFP processes, and managed billing activities.
- Implemented automation and participated in continuous improvement initiatives.
Service Delivery Consultant
DXC Technology (HP/HPE), Bangalore
02.2012 - 04.2019
- Led a 20-member backup team, specializing in HPDP, CommVault, EMC NetWorker, and Data Domain.
- Managed large IT infrastructure implementations, site migrations, and application upgrades.
- Configured and managed backup clients and storage devices, including VTLs and tape libraries.
- Prepared and delivered backup reports, addressing performance issues and contributing to process improvement plans.
Operations Specialist
IBM PVT INDIA LTD, Chennai
09.2010 - 02.2012
- Managed TSM Offshore Operations, including installation and configuration of Tivoli Storage Manager software.
- Performed performance tuning, troubleshooting, and data restoration.
- Managed VTLs and tape libraries, ensuring reliable backup and recovery operations.
Education
MBA -
Osmania University
Hyderabad, India06.2007
BBA -
Kakatiya University
Khammam, India07.2005
Skills
- Analytical and Strategic Thinking
- Team Development and People Management
- Mentoring and Conflict Resolution
- Innovation and Creativity
- Cloud Platforms: AWS, Azure
- Operating Systems: Microsoft Windows Server, HP-UX, Linux (RHEL), AIX
- Backup Solutions: Commvault, Cohesity, HPDP (HPE Data Protector), Dell Avamar, Backup Exec
- Storage Solutions: NetApp E5600, IBM Storage, EMC Clariion, 3PAR, Broadcom/CISCO SAN Switches
- Ticketing Tools: ServiceNow, Remedy, Jira
- Scripting and Automation: Shell Scripting, UiPath, Cron, Batch Scheduling
- Password Management Tools: LastPass, Dashlane, 1Password
- Endpoint Management Tools: Microsoft Endpoint Manager, SCCM (System Center Configuration Manager)
Executive Summary
- ITIL Certified Professional with extensive experience in managing IT infrastructure services and delivery, specializing in cloud infrastructure and digital workspace solutions.
- Proven leader in optimizing IT Service Desk operations, implementing best practices, and achieving operational excellence in cloud and digital workspace environments.
- Successfully led digital transformation initiatives, leveraging advanced technologies to enhance service delivery and operational efficiency.
- Fostered a collaborative and proactive team culture, driving effective communication, knowledge sharing, and continuous improvement in IT service delivery.
- Expertise in strategic planning, project management, and change management, with a focus on aligning IT infrastructure and digital workspace solutions with business objectives.
- Spearheaded virtualization and cloud initiatives to optimize data center footprint and improve service delivery.
- Experienced in developing and executing strategies for IT compliance, disaster recovery, and business continuity planning.
- Adept at managing client relationships, addressing support needs, and reducing operational risks through proactive risk management and process improvements.
- Skilled in facilitating service delivery reviews and problem management reviews to identify root causes of issues and implement effective solutions.
Core Competencies
- Cloud Infrastructure Management
- Digital Workspace Solutions
- IT Service Delivery Management
- Strategic Planning and Leadership
- Global Team Leadership and Mentoring
- Project Management and Change Management
- Disaster Recovery and Business Continuity Planning
- Training and Development
- Strong Communication and Interpersonal Skills
Additional Information
- Awarded HCL Achievers Award (O-Infinity) for 2022-2023.
- Awarded HCL Achievers Award (O-Infinity) for 2021-2022
- Awarded Best Employee of the Year at DXC Technology (2016 & 2017).
- Participated in the Luxatica project in the US (Valid B1/B2 Visa for USA).
- Led a successful Disaster Recovery (DR) drill, showcasing resilience and strategic planning.
Timeline
Senior Manager
HCL Technologies
01.2023 - Current
Ops Manager
HCL Technologies
12.2020 - 12.2022
Track Manager
HCL Technologies
04.2019 - 11.2020
Service Delivery Consultant
DXC Technology (HP/HPE), Bangalore
02.2012 - 04.2019
Operations Specialist
IBM PVT INDIA LTD, Chennai
09.2010 - 02.2012
MBA -
Osmania University
BBA -
Kakatiya University
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