Sujith Srinivas
Bangalore
Summary
12+ years experienced leading global enterprise IT service delivery projects in ITSM space. Excellent collaborator and influencer managing diverse teams recruit, develop, train, mentor resources from transition through delivery aligning critical SLAs & KMs/KPIs with to changing business needs through strategic leadership adoption of technology, service and business management. Develop and Govern the Infrastructure Services while ensuring their delivery and usage by maintaining a balance between time to market, cost and quality.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Delivery Manager
Hewlett Packard India Sales Limited
06.2023 - Current
- Handles a cross-functional, geographically dispersed team and customer base collaborating with channel partners, systems integrators, third-party developers and leveraging quantitative assessment, analysis for decision-making, and prioritization
- Ability to learn, understand, and work with new and emerging technologies, methodologies, and solutions in the cloud/IT technology space for Google cloud, Amazon cloud and Microsoft Azure cloud platforms for HP Managed Print solutions
- Support HP customers and internal teams’ delivery will plan and execute the governance of cloud adoption, IT transformation or cloud migrations, and possess an understanding of the fundamentals of Enterprise IT and cloud technologies for HP Managed Print solutions
- Accountable for HP Customers health ensuring the program realizes financial benefits and transformational results Managing the risks, issues, and actions for the accounts, track them to meet the expected results and timelines, and build mitigation plans.
Service Delivery Manager
Cognizant Technology Solution Corporations
02.2021 - 04.2023
- Leading 2 global projects of 25 and 64 resources and managing cross-functional teams providing windows hardware, software related service delivery support services over voice, non-voice mediums worth $64K and $1.5M
- Service Delivery Leader accountable for hiring, scheduling and overall training of new hires ensuring robust performance with continual improvement plans in place. Monitor the actual services levels, controls that they are in line with targeted service levels, and manages corrective actions.
- Owned all aspects of the team viz: performance, resolution metrics, revenue generation, operational metrics, attrition etc. Oversee management of service incidents & problems with the supplier, notably handling of related escalations
- Collaborate with project managers and conduct weekly, monthly, quarterly service reviews on service delivery objectives, service level agreements and key performance indicators specified in service delivery contract
- Conducted regular system audits & analysis for infrastructure scalability, optimal performance, and growth as per ITIL Standards. Participate in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems
- Conduct process quality audits based on DMAIC Six Sigma methodology for enhanced efficiency. Ensures that key metrics & SLA’s met to provide quality and reliable service infrastructure.
- Involved in the senior management discussion and shared key inputs pertaining to new opportunities related to services, strategies, people management and solutions and attained financial objectives by forecasting requirements, preparing the budget, and initiating corrective actions
Service Delivery Lead
Cognizant Technology Solution Corporations
11.2017 - 02.2021
- Managed and led a team of 18 resources with delivery centres placed across multiple locations operating based on ITIL framework working on Service Operations (Incident, Service Request, Knowledge) management
- Recognized for implementing continuous improvement initiatives and reducing technical & stake holder escalations by contributing towards building 450+ knowledge articles thereby improving first level resolution
- Demonstrated results in effective staffing and correct sizing through heat map analysis and PDAC (Plan, Do, Check, Act) cycle of incoming volumes and delegating work among role-based and people-based resources empowering them for the next level
- Accomplished ISO audit and Business Continuity Risk Management audit recertifications by leading and updating account level documents (SOW & MSA briefing, Service Management Plan, Process Runbooks, etc)
- In case of service level breach, make sure the appropriate corrective action plan is developed and implemented. If target service level is not met, challenge and assist the supplier(s) with the development and implementation of corrective action plans
Subject Matter Expert
HP/ HPE/ DXC
Bangalore
03.2016 - 10.2017
- Provided technical assistance in Windows 10 hardware and software related issues, administration & management through remote troubleshooting. Coach less experienced Service Delivery leaders and potentially also Service Area Leaders and architects.
- Oversee the daily operation of the IT Service Desk, including coordinating and managing ticket queues to ensure customer focused, timely and effective incident resolution in line with agreed SLAs
- Manage overall performance, productivity and workloads for the Service Desk team ensuring that all service levels are achieved/exceeded and high levels of customer satisfaction are maintained
- Demonstrated customer centric root cause analysis and problem management approaches improving existing processes through redefined solutions to recurring problems and existing solutions by conducting Conduct internal training program to skill up others
- Strong understanding in Install, configure, and maintain Active Directory, third party software utilities for hardware systems
- Troubleshoot and resolve Active Directory, Active Directory Federated Services, and password/identity management systems.
Technical Support Representative II
HP/ HPE/ DXC
Bangalore
05.2014 - 03.2016
- Worked on several ITSM ticketing platforms (ServiceNow, Jira ServiceDesk, Ivanti, Zendesk etc.) Specialist in Incident Management, Service Request Fulfilment, and live queue monitoring Dashboard creations for monitoring purposes
- Rewarded highest annual first level resolutions thereby achieving highest customer satisfactions with best compliments through proven articulation ability solving complex technical problems on voice and nonvoice channels
- Good experience resolving complex Windows administration and hardware related issues, MS Office, O365, Azure, SCCM, Hardware replacements, operating system upgrades, Active Directory, DNS, DHCP VPN clients, browser related issues (MCSE certified).
Mentoring Program Coordinator
East Point College of Engineering & Tech
Bangalore
08.2013 - 04.2014
Software Testing Specialist
NTT Data Limited
Bangalore
08.2012 - 05.2013
- Interacted with stakeholders to understand customer needs and prioritize feature requests accordingly.
- Utilized debugging tools to analyze code errors and recommend solutions to improve product quality.
- Ensured compliance with industry standards such as ISO 9001 and 27001 by verifying application security protocols.
Education
Bachelor of Engineering (B.E) -
Bangalore, India
Skills
- Service Delivery
- Leadership & Team Building
- P&L Management
- Contract Management
- Project Management
- Supplier Partnership
- Networking Fundamentals
- Microsoft Azure Cloud & O365 Cloud
- Google Cloud platforms
- ITIL V4 Certified
- Transition Planning & Support
- Incident Management
- Service Request Fulfilment
- Access Management
- IT Operations Management
- VMware Administration
- Windows Server Administration
Certification
- ITIL FOUNDATION V4, Cognizant Technology Solutions, 04/01/17
- Microsoft Azure Cloud Fundamentals AZ-900, Microsoft, 04/01/22
- Microsoft M365 Cloud Fundamentals MS-900, Microsoft, 05/01/22
Hobbies and Interests
- Automobile Performance Upgradation (ECM Tunning)
- Property Development & Real Estate Legal Counselling
Timeline
Account Delivery Manager
Hewlett Packard India Sales Limited
06.2023 - Current
Service Delivery Manager
Cognizant Technology Solution Corporations
02.2021 - 04.2023
Service Delivery Lead
Cognizant Technology Solution Corporations
11.2017 - 02.2021
Subject Matter Expert
HP/ HPE/ DXC
03.2016 - 10.2017
Technical Support Representative II
HP/ HPE/ DXC
05.2014 - 03.2016
Mentoring Program Coordinator
East Point College of Engineering & Tech
08.2013 - 04.2014
Software Testing Specialist
NTT Data Limited
08.2012 - 05.2013
Bachelor of Engineering (B.E) -
Bangalore, India
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