Solomon Raj
Delivery Manager
Hyderabad
Summary
Dynamic IT professional with extensive experience in managing IT Infrastructure Service Delivery. Demonstrated the success during 14+ years of career from IT Tech Support to Service Delivery Manager with thorough knowledge of service desk operations, incident management and service management. Played varied roles and Successful at Training, Service desk operations, Service delivery, Business value adds and Client Relationship. Engaged in Transformational activities aligning Service Improvement Plans. Having good understanding of common operating systems, applications and hardware with a proven ability to master new tools and technologies quickly. Efficient and motivated with working knowledge of the principles and techniques of effective supervision and training.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Service Delivery Manager
Tata Consultancy Services
09.2019 - Current
- Managing IT Service Operations, key Operational deliverables and managing Customer Business relationships.
- Managing strategy development, Work priorities and processes to ensure clear Customer focus and input.
- Coordinates activities and functions of designated support groups to ensure that Goals and Objectives specified for the project are accomplished.
- Maintain executive level documentation to track agreed metrics and health of Customer Business Relationships.
- Strong Process expertise, Business Acumen and a record of building Trust Relationships across organization.
- Drive quality initiatives and assessments to identify and deliver areas for improvement.
- Establishes and maintains solid Working Relationships with peer departments and vendors to ensure teams meet service level agreements.
- Explore and Implement opportunities of Service improvements namely - Contact deflection, Problem management, New service catalogs creation, Routing changes and Automation of repeated tasks.
- Responsible for effective Personnel management, development and Mentorship of a team of Service Desk Agents and Team Leads
Operations Manager
Tata Consultancy Services
09.2016 - 08.2019
- Drives Service Operations, SLA/KPIs and Customer experience.
- Ensures all Service levels are met and takes appropriate steps as in necessary.
- Holding proven Problem solving, Decision-making, Analytical and Collaboration skills.
- Define, Implement and maintain Improvements to Key Metrics through Better process, Technology and Management.
- Implement and maintain ITIL processes to ensure high Customer Satisfaction and good Technical outcomes.
- Demonstrates an Understanding of Industry trends, Business concepts, Opportunities, Threats and constraints in the environment in which the organization operates.
- Constant Monitoring of Trends/Changes and takes appropriate steps to improve the Customer Satisfaction levels using latest Methodologies.
- Addressing urgent staffing issues, such as Identifying fill-in staff when necessary and reallocating responsibilities.
Team Lead
Tata Consultancy Services
02.2014 - 08.2016
- Review previous day Performance (Highlights and low lights) of the team and set Strategy for the day.
- Check for any Process updates and Cascade same to the team.
- Review Agent level Performance - Identify bottom quartile and define a strategy to achieve target.
- Regular Team Meetings and 1 on1 Connects with all team members covering all key topics - Performance, Challenges, help required and Career Aspirations.
- Encourage the team to share their Best Practices and Knowledge Sharing.
- Planned and implemented Training Program from new entrants and bottom quartile.
- Effectively Managing, Developing, and Training Service desk teams.
- Review for any DSAT surveys and Follow up with customers on same day.
- Review Knowledge Articles to ensure knowledge is up to date and update as required.
- Encourage a 'can-do' and Positive Attitude through practicing the expected levels of customer service in your role.
Shift Lead
Tata Consultancy Services
07.2011 - 02.2014
- Check for any Process Updates and Cascade briefing(s) to the team.
- Offer Real Time Support to the team members on process/product queries.
- Performs random audits to check the Quality Parameters and Documentation Hygiene.
- Validate (Gate Keeping) all Escalated Tickets to other resolver groups.
- Own all Aging Tickets/Complex issues and follow up with the customers accordingly.
- Handles Repeat Callers and Supervisor Calls.
Systems Engineer
Tata Consultancy Services
10.2010 - 07.2011
- Served as First Point of Contact for customers seeking technical assistance over Phone/Chat/Email/Self-Service.
- Perform Remote troubleshooting through Diagnostic Techniques and pertinent questions.
- Determine Best Solution based on the issue and details provided by customers.
- Follow-up and update customer status and information.
- Identify and suggest possible Improvements on Procedures.
Technical Support Officer (Service Desk Analyst)
HCL Technologies BPO Services
09.2005 - 09.2010
- Support and Offer services for all Inbound calls.
- Listen to issues (or requests) reported by customers and help with Appropriate Solution.
- Identify root cause of issue by probing Open ended and Close ended questions.
- Guide Customers through step-by-step troubleshooting.
- Log and document tickets thoroughly with Precise notes.
Education
Master of Science - Computer Science
S.V. University
Skills
IT Infrastructure Support
undefinedCertification
ITIL V3
Accomplishments
- Successfully handled three transitions seamlessly despite very limited support from incumbent vendors.
- Received customer accolades for rigorous efforts to convert Red account to Green with collaborative efforts and by practicing Agile methodologies.
- Enabled WFH model swiftly without impact to the deliverables during the early stages of pandemic.
- Implemented the Service improvements for contact deflection that helped saving 250 FTE hours/month.
- Driven Problem Management for Top volume generators that helped improving overall resolve rate by 7% .
Applications/Software
ITSM: ServiceNow and BMC Remedy
OS: Windows 10 and Linux
Secure Mobility Client: Cisco AnyConnect, Pulse Secure and FortiClient.
Domain Networks: Active Directory
MFA: DUO, Okta and SafeNet
Timeline
Service Delivery Manager
Tata Consultancy Services
09.2019 - Current
Operations Manager
Tata Consultancy Services
09.2016 - 08.2019
Team Lead
Tata Consultancy Services
02.2014 - 08.2016
Shift Lead
Tata Consultancy Services
07.2011 - 02.2014
Systems Engineer
Tata Consultancy Services
10.2010 - 07.2011
Technical Support Officer (Service Desk Analyst)
HCL Technologies BPO Services
09.2005 - 09.2010
Master of Science - Computer Science
S.V. University
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