STEEV PRONSTAT JEGAN VINCENT
Bengaluru
Summary
Versatile professional with over 19 years of experience in Supporting IT Service Delivery and currently serving as Service Delivery Manager. Excellence in managing delivery of high-quality service & End-to-End operational focus, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management, working with transformation Project teams to bring operations in-line with target state operating model and Tool consolidation & re-engineering to fit operating model and/or company strategy. Proficient in achieving 95.5% uptime of servers, networks, and storage by identifying potential issues and enabling automation checkpoints. Expertise in Root Cause Analysis, Risk mitigation and problem solving. Accomplished academic foundation with Bachelor of Science (B.Sc.) in Computer Science. Articulate communicator with outstanding analytical abilities, decision-making and interpersonal skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Ensono Technologies
Bengaluru
05.2025 - Current
- Acting as liaison between business and technology units to manage delivery schedules.
- Reducing customer billing by decommissioning unused servers and clearing storage space.
- Coordinated monthly performance reporting and service reviews with both customer and internal leadership.
- Coordinating with multiple external stakeholders to reach consensus on key project milestones and prioritization goals.
- Developed strong customer relationships through a positive attitude and responsive support.
Service Delivery Squad Leader
Kyndryl
Bengaluru
09.2021 - 05.2025
- Leading diverse team of 40 professionals across multiple technical domains, including SAP, Storage, Database, Citrix, Wintel, VMware, Helpdesk, and Operations, team is geographically distributed across India, Denmark, and Czech Republic, ensuring seamless collaboration and efficient execution of complex projects and services.
- Achieving 95.5% uptime for servers, networks, and storage through identifying potential issues and implementing automated checkpoints.
- Attending staff and client meetings, serving as liaison to manage operations for account.
- Proposing technical process improvements to optimize resource usage.
- Ensuring project deadlines are met by coordinating with contractors to manage performance.
Service Delivery Manager
IBM
Bengaluru
04.2015 - 08.2021
- Led virtual, cross-functional team of 15 IT professionals across two locations in USA and India.
- Updated Escalation Support Procedures, surpassing SLA requirements for critical client needs operating 24/7/365.
- Spearheaded implementation of problem management program, enhancing enterprise stability.
- Addressed customer escalations and complaints, collaborating closely with technical teams to resolve issues.
- Monitored team performance, providing coaching, training, development, and escalation support.
Mainframe Tower Team Leader
IBM
Chennai
10.2012 - 03.2015
- Fostered open, professional relationships with team members to facilitate swift resolution of various issues.
- Delivered training and mentorship to team members, enhancing productivity, accuracy, and dedication to excellent service.
- Contributed to recruitment efforts, selecting top talent to build a high-performing team.
- Oversaw team members to ensure adherence to established procedures and quality standards.
- Attained a 40% reduction in abends within customer environment.
Mainframe Operator
IBM
09.2009 - 10.2012
- Monitored system performance and resolved issues promptly to minimize downtime.
- Managed job scheduling and prioritized workloads for efficient resource utilization.
- Conducted regular backups and maintained data integrity across all systems.
- Performed regular health checks on the system's components for optimum performance.
- Executed daily backups of mainframe systems and monitored job completion status.
Mainframe Operator
Tata Consultancy Services
01.2007 - 08.2009
- Collaborated with IT teams to implement system upgrades and patches effectively.
- Documented operational procedures and provided training for junior operators.
- Provided technical support to users in resolving application-related problems on the mainframe platform.
- Analyzed log files for identifying potential issues with the mainframe environment.
- Responded promptly to any alerts generated by automated monitoring tools.
CRM Support Specialist
Genpact
12.2005 - 12.2006
- Collaborated with cross-functional teams to optimize CRM system functionalities.
- Trained staff on CRM tools and best practices for effective usage.
- Prepared and presented regular reports on customer relationship activities and outcomes to senior management.
- Monitored system performance to ensure optimal database functionality and security.
- Implemented backup and recovery strategies to safeguard critical database information.
- Collaborated with development teams to optimize database queries and improve application performance.
Education
Bachelor of Science (B.Sc.) - Computer Science
MS University
Kanyakumari, Tamilnadu, India01.2004
Skills
- Technical Leadership
- Service Availability Management
- Project Management
- Risk Mitigation
- Major Incident Management
- Asset Management
- Root Cause Analysis
- Disaster Recovery
- KPIs and Reporting
- Resource Allocation
- Performance Metrics Tracking
- Performance reporting
- Technical process improvement
- Stakeholder engagement
- Service delivery management
- Project coordination
Certification
- ITIL Foundation Certified
- AWS Certified Solutions Architect
- Prince 2 Practitioner
- Microsoft Certified Azure Fundamentals
- PMP training completed
Languages
- English, Advanced
- German, Beginner
Timeline
Service Delivery Manager
Ensono Technologies
05.2025 - Current
Service Delivery Squad Leader
Kyndryl
09.2021 - 05.2025
Service Delivery Manager
IBM
04.2015 - 08.2021
Mainframe Tower Team Leader
IBM
10.2012 - 03.2015
Mainframe Operator
IBM
09.2009 - 10.2012
Mainframe Operator
Tata Consultancy Services
01.2007 - 08.2009
CRM Support Specialist
Genpact
12.2005 - 12.2006
Bachelor of Science (B.Sc.) - Computer Science
MS University