Automobiles
UDAY KIRAN M
Trivandrum
Summary
- Accomplished Service Delivery professional with 12.5 years in IT Service Delivery and Management - ITIS. Proven leader of Product Support Teams with strong analytical skills, consistently exceeding performance benchmarks. Expertise in end-to-end process management, custom IT solutions, and end-user support. Dedicated to developing technical teams to meet strategic objectives. Skilled in implementing ITIL frameworks to optimize processes across project and service management.
- Expertise in global stakeholder and client management, with a strong background as Lead for a Global Service Desk.
- Proven leadership in production support and expertise in IT service management (ITSM) & ITIS, focusing on operations such as Event, Incident, and Problem management.
- Skilled in monitoring team performance through KPIs and appraisals, while assessing resource availability and future needs.
- Proficient in analyzing customer data, implementing ETL frameworks, and managing campaign data integration.
- Familiar with ticketing systems like OTRS, ServiceNow, Jira, Confluence, Manage Engine and BMC Remedy.
- ITIL Foundation and PRINCE2 Foundation & Practitioner certified, with excellent communication skills and a solution-oriented mindset
Overview
14
14
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
Assistant Consultant
TATA Consultancy Services
12.2022 - Current
- Service Delivery Manager for L2 Support and Service Management Teams, responsible for ensuring SLA adherence during offshore working hours
- Focused on minimizing escalations while delivering maximum value-added support to clients and driving process improvements
- Managing a team of 23 members across 5 domains - Application Support
- (EUC, Altiris, GWS, UC, VMware)
- Maintaining high performance levels in service-related processes, leading the service delivery team, resolving conflicts, and ensuring efficient task execution
- Cultivated positive customer relationships, achieving a 96% Customer Satisfaction Score (CSS)
- Identified customer needs and oversaw service delivery within the business context
- Accountable for service delivery performance, ensuring customer expectations are met and driving future demand
- Ensuring compliance with TCS delivery and processes, including BCP, Audits, COGs (contractual obligations), APRICOT, and Risk reviews
- Facilitate and presented for SteerCo meetings and weekly client BAU meetings
- Reduced Service Delivery Time by optimizing process through automation with outcome of 20% leading to CSS and retention
Process Expert - MFG Service Management - DevOps Infra
TATA Consultancy Services
08.2021 - 12.2022
- Problem Manager - Process Expert for Service Management Team - To ensure the SLA adherence during the offshore entitled work hours with minimum escalations and provide maximum value-added support to the client
- Ensured Day to Day Business Operations of L2 - Cross Functional Team
- Led the offshore technical team - DevOps from the front to meet the client SLAs and expectations
- Understanding of core ITIL Process - Incident / Service Request / Configuration / Problem Management
- Scheduling and conducting weekly stand-up meetings for status update, reporting and sync-up
- Handling Incident Management, Escalations, Problem Management, RCA - 3X5Why Metrics, P1/P2/P3 prioritizing issues
Lead Product Support - L2 Team
IBS Software
05.2021 - 08.2021
- Lead for L2 Team, Handling Day to day Business Operations of major airlines across the globe and ensure business continuity and SLA adherence during the offshore entitled work hours with minimum escalations and provide maximum value-added support to the client and to the onsite resources
- | Budget: 1-5 M USD
- Handled Day to day Business Operations of major airlines across the globe and ensure business continuity
- Undertook weekly meetings - Infrastructure, Architecture, CRB, Executive Pack, Service Review
- Led the offshore technical team from the front to meet the client SLAs and expectations
- Primary business contact for client
- Ensure data sanctity across different geographies and client business tracks
- Conducted frequent brainstorming within the team to figure out value adds that can be brought to the support processes that could catalyst the client satisfaction on a business perspective
Associate Infrastructure Analyst
UST Global
07.2016 - 08.2020
- Team Leader for Data QA and Production Support, responsible for issue resolution and support for the following Equifax Lines of Business
- Consumer Credit Reporting
- Retail Banking
- Mortgage
Team Lead - Technical Service Delivery
FLYTXT
01.2011 - 11.2015
- Company Overview: NEON is a Big Data analytics-driven platform designed for revenue and customer experience management for telecom service providers with AI-driven solutions that measure, predict and optimize customer lifetime value (CLTV) for subscription and usage businesses
- As Lead Operations Engineer for Big Data Solutions at Flytxt Mobile Solutions Pvt Ltd, I oversee the Operations Service Delivery Team
- Managed and optimizing the Hadoop Ecosystem via Ambari
- Provided L1/L2 support based on issue priority, escalating to the development team for code changes or complex issues
- Fortified strongly in implementing ITIL 4 Framework
- Conducted maintenance activities on production environments
- Tuning platform operations and suggesting improvements to enhance efficiency
- Exposure in application and platform support, with a solid understanding of server capacity monitoring and job scheduling tools
- NEON is a Big Data analytics-driven platform designed for revenue and customer experience management for telecom service providers with Big Data solutions that measure, predict and optimize customer lifetime value (CLTV) for subscription and usage businesses
Education
B'Tech - Engineering in Computer Science
JRN Rajasthan Vidyapeeth University
01.2003 - 01.2007
Skills
Service Operations
Certification
Prince2 Foundation & Practitioner Certified
Rewardsandrecognition
- Xcelerate Warrior - TCS
- Best Team Award - TCS
Accomplishments
- Supervised team of 25 staff members.
- Achieved 100% SLA by introducing R60 for incident.
Interests
AI
Timeline
Assistant Consultant
TATA Consultancy Services
12.2022 - Current
Process Expert - MFG Service Management - DevOps Infra
TATA Consultancy Services
08.2021 - 12.2022
Lead Product Support - L2 Team
IBS Software
05.2021 - 08.2021
Associate Infrastructure Analyst
UST Global
07.2016 - 08.2020
Team Lead - Technical Service Delivery
FLYTXT
01.2011 - 11.2015
B'Tech - Engineering in Computer Science
JRN Rajasthan Vidyapeeth University
01.2003 - 01.2007
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