Vamsi Krishna Chivukula
Service Delivery Manager
Hyderabad,Telangana
Overview
12
12
years of professional experience
3
3
Languages
16
16
years of post-secondary education
2
2
Certificate
Work History
Service Delivery Manager
Sensen.ai
Hyderabad, Telangana
09.2023 - Current
- I manage end-to-end service delivery and client relationship for multiple customers in AI and computer vision domain.
- Ensure high-quality performance, compliance and customer satisfaction by implementing best practices and process improvements, leveraging ITIL knowledge and expertise in Automation, Agile, and Data Centre Operations, which includes projects and BAU operations, QA Testing and Team management, Service Desk and Delivery management, SLA and Process management.
- Supervised operations of 24-hour customer service desk staffed by 20 team members.
Customer Operations Manager
Advanced Business & Healthcare Solutions India Pvt
Bengaluru, Karnataka
08.2022 - 07.2023
- Managed over 3 customers, meeting daily SLAs and drive team towards client satisfactory standards.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Managed resources effectively to avoid unnecessary delivery delays
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Supervised delivery staff and general productivity, provided immediate emergency response for major incidents.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Conducted and attended Weekly/Monthly client meetings and served as liaison to manage operational metrics for several accounts.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Performed business analysis and provided guidance on best practices and various approaches.
Technology Lead, Operations Manager
Infosys Limited
Hyderabad, Telangana
06.2019 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Served as primary point of contact for 2 customers for Managed Service Providers (MSP), maintaining healthy business relationships through constant communication
- Maintained exceptional uptime of 98%% for NOC and Wintel BAU support to sustain continued operations
ITO Operations Manager
IBM India Pvt Ltd
Bengaluru, Karnataka
11.2015 - 06.2019
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Communicated regularly with customers concerning data exchange and technology integration.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Skilled at working independently and collaboratively in team environment.
Systems Engineer
Tata Consultancy Services Ltd
04.2014 - 09.2015
- Wintel and VMware L2 Administrative support, Incident management.
- Documented system configuration, mapping and processes.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Collaborated with executive team to define business requirements and systems goals.
- Delivered helpdesk service and support to customers.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Created flowcharts, diagrams and other documentation.
- Optimized networked software and operating systems by applying updates and patches.
- Negotiated with vendors, outsourced and contractors to secure contracts and set SLAs.
Senior Process Executive
Cognizant Technology Solutions India Pvt Ltd
03.2013 - 03.2014
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Developed and delivered change management support documentation and manuals.
- Participated in high-level change management strategic planning, incorporating input from stakeholders, internal support staff and external factors.
- Oversaw change management duties during new business process onboarding, reducing productivity interruptions
- Designed processes and systems supporting business needs before, during and after transitions.
- Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data
Technical Support Analyst
Serco Global Services Private Ltd, (On-Site at Google India Pvt Ltd)
06.2011 - 03.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
Bachelor of Science - Maths, Statistics and Computer Science
Sai Sudheer PG College Osmania University
Telangana 07.2006 - 03.2010
Board of Intermediate Education - Mathematics, Statistics, Physics, Chemistry And Computer Science
Ratna Junior College
Telangana 06.2004 - 06.2006
Secondary School Certificate(SSC) - Mathematics, Science, Computer Science, Social Studies, Biology.
St. Mark’s High School Board of SSC Education
Telangana 07.1994 - 05.2004
Skills
- IT Operations and Project Management
- Data Center Operations Management
- Wintel, VMware and NOC operations and team Management
- Service Availability Management
- SLA Management
- IT Infrastructure Management
- Major Incident Management
- Change Management
- Problem Management
- Inventory management
- Hiring and Onboarding Talent
- Coaching and mentoring
- Employee Performance Evaluations and feedback connects
- Customer Relationship Management
Timeline
Service Delivery Manager
Sensen.ai
09.2023 - Current
Customer Operations Manager
Advanced Business & Healthcare Solutions India Pvt
08.2022 - 07.2023
Technology Lead, Operations Manager
Infosys Limited
06.2019 - 07.2022
ITO Operations Manager
IBM India Pvt Ltd
11.2015 - 06.2019
Systems Engineer
Tata Consultancy Services Ltd
04.2014 - 09.2015
Senior Process Executive
Cognizant Technology Solutions India Pvt Ltd
03.2013 - 03.2014
Technical Support Analyst
Serco Global Services Private Ltd, (On-Site at Google India Pvt Ltd)
06.2011 - 03.2013
Bachelor of Science - Maths, Statistics and Computer Science
Sai Sudheer PG College Osmania University
07.2006 - 03.2010
Board of Intermediate Education - Mathematics, Statistics, Physics, Chemistry And Computer Science
Ratna Junior College
06.2004 - 06.2006
Secondary School Certificate(SSC) - Mathematics, Science, Computer Science, Social Studies, Biology.
St. Mark’s High School Board of SSC Education
07.1994 - 05.2004
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- ITIL® Foundation Certificate in IT Service Management from EXIN - Jan 2015
- Certified .NET (dot NET) professional from , NIIT® - Apr 2011
- Microsoft Windows Server 2012 R2 - Installing and Configuring: Hyper - V - IBM 2018
- VMware vSphere 6 Install, Configure, Manage - IBM 2018
Summary
With over 12 plus years of IT experience, I have a proven track record of leading and mentoring diverse teams of IT professionals, delivering complex and innovative projects, and creating value for clients. I am passionate about solving business problems with IT solutions, developing my skills and knowledge, and contributing to the growth and success of the organizations I worked and would be working for.
Have a successful track record of managing and delivering multiple projects in various domains including but not limited to, in Data center Management, Vulnerability management, Building & Onboarding Servers, Monitoring, Server and Network devices Patching, Backups and retention management, Enterprise and end user Antivirus implementation and management, Managing client
relationship.
Languages
English
Hindi
Telugu
Languages
English
Languages
Hindi
Languages
Telugu
Hobbies
- I like listening to music
- Playing badminton
- Like travelling places
- Workout
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