Srijith Gopakumar

• Established best practices in Delivery Operations to minimize defects during operational phases.
• Promoted knowledge sharing among teams to foster an environment of continuous improvement in the software development process.
• Served as primary point of contact for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction.
• Streamlined project delivery by implementing agile methodologies and automating processes.
• Created and monitored compliance with delivery schedule milestones to support consistent progress toward internal goals.
• Improved customer satisfaction by proactively identifying and resolving potential issues before release.

Industries - Finance and Insurance, Retail, Utilities, Telecom

Responsibilities:

• Planning Client Strategy
• Business Control & Service Delivery Compliance Requirements
• Financial Management and Forecasting Techniques
• All Elements of Cost Management Manage Client Expectations/Satisfaction
• Manage Client Relationship & Plan Coverage
• Manage Account Performance
• Manage Contract Transition and Change
• Implement Quality Process Metrics
• Perform Team Building in Cross Functional Teams
• Manage Global Delivery
• Develop Offerings/Solution Strategy from Opportunity Assessment

• Transition activities for a new account in a partnership to service 1500+ end-clients.
• Consolidation of existing delivery center/team and merging the employees to the organization.
• Setting up a new Global Delivery Center in Europe to support the end clients.
• Handling 9 Data centers across EMEA and APAC Regions.
  Vendor Management with Data centers and Hardware maintenance and Service levels maintenance.
• Ensure Building, physical security and compliance to regulations of the respective countries.
• Migration of Data-centers to private cloud and refreshment programs for various EOL hardware and currency of Hardware'.

• Banking
• Revenue: 21 Million
• Responsibilities:
• Setting up a new teams to transition activities form Denmark to India.
• Accountable for Delivery of new Projects and Contract Defined Projects.
• Handled a team of 60+ and persevered to be the Best delivery team for Nordics region
• Retained the Server Delivery Business to Enhance Account Revenue
• Improved profitability in all Outcome based Service Delivery
• Significantly reduced attrition by planned Tenure management.

• Banking, Retail, Manufacturing, Logistics
• Responsibilities:
• Multiple accounts handled in the capacity of Service Delivery handling Mainframe and Mid-range Operations
• Ensured compliance of the accounts on Regulatory, Security and Currency.
• Improved the Service Management Delivery by streamlining the processes and attained the agreed service levels
• Orchestrated CSAT improvement and returned to customer to enhance delivery.

Industry: Financial, Retail, Healthcare, Logistics

Responsibilities:

• Coordinating with business and technical resources to drive enhancement initiatives.
• Streamline and Standardize Process and increase the skill and knowledge of Processes across the Organization.
• Develop, Coordinate project-specific communication plans / Reporting Metrics to ensure alignment with Project’s key performance measurable.
• Established and maintained working relationships within technology operations, development, the business and Management

• Industry: In House -, Coordinating with business and technical resources to drive enhancement
• Initiatives
• Streamline and Standardize Process and increase the skill and knowledge of
• Processes across the Organization
• Develop, Coordinate project-specific communication plans / Reporting Metrics to ensure alignment with Project's key performance measurable
• Established and maintained working relationships.

• Part of HATS team(High Availability Team) for Citibank, North America
• Part of Global Change Management Team to develop process Improvements and
• Implementing the same organization wide
• Initiated and implemented the process of post implementation review for all failed changes to identify the root cause and build a database on how to avoid similar issues in future
• Supported Senior Management; shouldered routine BCP/DR (COB) related jobs for
• Chennai in India
• Awareness program for new joiners
• Conducted risk assessment for all the BU's; coordinated with BU's on completion of the BCP/DR plans.

• In House - Information Technology(Financial Services)
  
  In charge of 3 Development centers, 4 delivery support centers and 750+ ATMS across
  the country for Incident, Problem and Change Management.
  • Brought down the change violations from 52% to 0% in a period of 3 months through
  road shows and providing education to the organization.
  • Introduced the concept of Change Advisory Board. Formed the CAB Committee.
  • Streamlined the Problem Reporting and Escalation Process to ensure a quick and efficient response owing to faster TAT in providing solutions.
  • Awarded in recognition for the efforts put in to improve the operations.

• Handled the project management through due diligence, planning, resourcing andtransition phase activities and periodical reviews with customer
• Planned and facilitated CSAT survey for the existing client accounts periodically toensure service quality is within the preset norms/guidelines
• Ensured the quality standards at 100% through periodical audits and surprise audits
• Implemented projects as per ISO 9001:2000, ITIL standards
• Worked on crisis situations reviving possible dissatisfied customers.
• Received a Spot Award for the exceptional contribution towards completion of a
• Successful external ISO Audit for the company.
• Design Thinking
• Designing and planning using designthinking as a process for tacklingvarious issues to implement newprocess and for eliminating wastes inexisting processes.