(Venky) TS Venkateswarlu
Service Delivery Manager
Hyderabad
Summary
Seasoned Delivery manager ready for any team or business need with Scrum , ITIL and Cloud knowledge and natural leadership talents. Dedicated to enabling team members to exceed business targets. Innovative IT Delivery consistently praised by management for providing top-notch technical, quality and production leadership to assigned team. Top-notch relationship-builder, articulate communicator, and decisive manager with 12+ years of experience.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Service Delivery Manager
Kyndryl
Hyderabad
05.2022 - Current
- Managing a span of 70 FTE handling IT Infra and Cloud Ops.
- Collaborating and communicating with a team of global peers to drive best practice initiatives and with multiple levels of management as needed.
- Manage client expectations and ensure high levels of client satisfaction.
- Provide feedback to management regarding necessary changes and updates, including policies,upgrades and ITSM issues.
- Ensuring that the Availability of the services is attained as per the SLA.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Met with Customer leaders to better understand IT issues that negatively impacted businesses and enhance the services.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Facilitating and leading daily Scrum 'stand up' and Scum ceremonies which includes the partial role of Scrum master.
- Working with Application Product owner to understand the requirements and cascade it to the support team.
- Supporting teams in Agile way of working and coaching Agile practices related to teams.
- Facilitates Agile ceremonies such as Sprint / PI Planning readiness, by fostering the preparation of Vision and Backlogs, and through pre- and post-PI Planning meetings
- Resolving the roadblock issues causing impact to the increase in backlogs.
- Planning migration of on-prem servers to Azure and OCI platforms.
- Plan and propose road maps for migrations which also includes application and server.
- Track the transition of new work from client to support team with proper validations and documentation.
- Delivery of project responsibilities to time, cost and quality, accountable for full transition project up, aligned with internal (management) and external (client) needs, defining project approach, scope, milestones, success criteria, deliverables, risks, contingencies and allocating appropriate resource requirements ensuring that quality assurance activities are embedded.
Lead
Zensar Technologies
Pune
07.2018 - 05.2022
- Execution of Availability Management, Primary account team focal for all critical incidents and escalations, related communications process reviews and updates
- Responsible for delivering IT services for Multiple Enterprise Customers in US, Canada and EMEA
- Responsible for delivering services and respective SLAs as per SOW
- Helping customers in meeting their Objectives
- Provide Technical Inputs to Customers for Technology Transformation, Automation and lift and shift
- Conduct Service Reviews with Customers, publish minutes of the meeting in detail and drive the improvement areas for Process standardization
- Identify automation opportunities and drive the team towards automation to achieve incident reduction
- Exploring the growth opportunities with the current customers
- Responsible for customer satisfaction and meeting the customer expectations
- Implement processes and methodologies for delivering the services efficiently and maintaining the productivity
- Responsible for planning, recruitment and managing the team to deliver the customer commitments
- Provide visibility of the services rendered to the customer which may involve travel to meet the customer in person
- Understanding of the customer’s special requirements and planning for meeting them on a need basis
- Provide leadership to a team of IT professionals
- Manage customer escalations
- Stake holder management is the core objective
- Publish Infrastructure Inventory reports, Aging ticket reports
- Develop and maintain a service culture and implement measures to achieve improvement in service performance
- Responsible for continual improvement life cycle of the projects being handled and process standardization
- Responsible for Global SOC and Technical platform specific communication during the global vulnerability out break
- Inspect the Product modules, respective components and document the capabilities of every module
- Delegate the new user stories received from the stake holders to the team
- Drive Ticketing tool integration with several other customer ticketing tool platforms
- Regularly monitor, track and provide status updates to the clients on backlogs
- Coordinate new Product releases, Inspect Sync Logics, Integration workflows
- Publish Agile Metrics as needed
- Sprint Burndown Report, Epic and Release Burndown, Lead Time reports, Value Delivered reports, blocked time, escaped defects, code coverage and Quality Intelligence
- Simultaneously working knowledge on AWS (EC2, S3, VPC, EBS, ELB, IAM, SNS) GIT, Maven, Jenkins, Tomcat, Docker, Python, Shell Scripts, Bash UNIX/ Linux environment.
Lead Administrator
Wipro Technologies
Hyderabad
12.2016 - 07.2018
- Manage day to day delivery of services to clients during business hours
- Responsibilities will include the creation and maintenance of new and existing services offered by the clients, the formulation, agreement and maintenance of an appropriate Service Level Management structure including SLA structure, OLA's within IT and Third Party Supplier/Contract Management relationships
- Execution of Incident Management
- Management of associated incident and problem (RCA) reports
- Hosted the internal RCA call with IBM teams on a weekly basis and also hosted RCA call with the client
- Coordination for resolution of severity 1 incidents with support teams with focus on quick resolution, accurate collection of diagnostic information, and identification of incident duration
- Also Coordination for resolution of severity 2 tickets for operational teams was done successfully
- Change coordination/Implementation
- Driven changes for power shut downs and hardware maintenance and replacements for the client locations successfully
- Monitored and reviewed the SLA’s for all the service lines of the project and 100% SLAs attained as per CHIP status
- Handled Incident Problem and Change Management modules for 20+ Technical teams and the team size is 200
- Generate and share regular reports on service performance and achievement to the Customer and IT, organize and maintain regular service reviews, initiate appropriate actions to improve service levels, and conduct annual reviews of the entire Service Level process, negotiating and agreeing any necessary amendments
- Analyze and review performance against SLA's and OLA’s
- Following up with the teams on quality issues, escalations, performance management, while adhering to SOP (Standard Operating procedure) compliance
- Be a detail oriented person, with an ability to gauge the situation from a holistic view
- Mature, rise above the mediocre and can diffuse any situation that is not contributing to the business
- Must enhance the principle of time management such as preparing time charts, validate and present the utilization statistics to the customer
- Invoice generation to billing
- Conduct performance reviews for the direct reports (L1,L2,L3)
- Chair the Daily stand up calls, Scrum calls Participate in Information gathering, design Statement of work, Scope of work, Project definition workshop, Project definition review, Project initiation document, onboard new customer, successfully transition and achieve steady state of the new project in Agile Framework.
Team Lead / Subject Matter Expert
IBM
Hyderabad
07.2011 - 12.2016
- Handling team of 35 members, training new team hire and taking process refreshers
- Coordinating with Incident, Problem and Change Management for 20+ Technical teams
- Meeting management performance standards
- Coordination for resolution of Severity 1 incidents with support teams focusing on quick resolution, accurate collection of diagnostic information, and identification of incident duration
- Client Customer Service Centre with a FTE count of 29 supporting AG with different service line components - Voice Support, Email support, Chat support, IMAC and CTS
- Service Desk (Voice Support, Email support, Chat Support) Handles inbound calls, incoming emails, incoming chats and provide first level service
- On an average the weekly incoming volumes of Client is ~3000 tickets
- Work Profile includes call monitoring, Sharing Feedback, Ticket Quality Evaluations Conducting Call Listening/Calibration sessions, DSAT Analysis, weekly reports, Problem Solving Sessions, preparation of monthly and weekly review decks and presenting them to Higher management
- Also worked on IBM designed Framework which is based on lean principles
- Conduct workstation compliance audits across the Hyderabad site to share reports with higher management
- Knowledge base management and cascading important updates and changes internally and also client specific
- Conduct RCA techniques session for the desk which includes problem management and error control mechanisms
- Conduct new hire compliance sessions for new hires to the organization.
Education
MBA - Finance
Palamuru University
09.2009 - 08.2011
Bachelor of Commerce - undefined
Osmania University
07.2006 - 04.2009
Intermediate - undefined
Board Of Intermediate Education A.P
06.2004 - 03.2006
SSC - undefined
AP State Secondary Board Education.
06.2003 - 03.2004
Skills
AWS , Azure , OCI and DevOps
Splunk, Solar winds, Tivoli Monitoring toolServiceNow, Maximo, Cherwell, HPSM, Jira and ConfluenceService Delivery Management
Project ManagementWINDOWS Win10, Linux, Ubuntu & MACActive Directory, MS Exchange, MS Outlook, MS Teams, SkypeCertification
ITIL Intermediate - Service Operation
Accomplishments
- Participated in all Business Continuity Plans for IBM Hyderabad.
- Recognized as STAR (Super Talented Achiever) for 2013 in IBM.
- Successful Transition of 2 Global Projects in IBM.
- Received Spot Award at Zensar Technologies.
- Successful Transition of Global Projects in Zensar.
- EMINENCE Award in Kyndryl.
Timeline
Service Delivery Manager
Kyndryl
05.2022 - Current
Lead
Zensar Technologies
07.2018 - 05.2022
Lead Administrator
Wipro Technologies
12.2016 - 07.2018
Team Lead / Subject Matter Expert
IBM
07.2011 - 12.2016
MBA - Finance
Palamuru University
09.2009 - 08.2011
Bachelor of Commerce - undefined
Osmania University
07.2006 - 04.2009
Intermediate - undefined
Board Of Intermediate Education A.P
06.2004 - 03.2006
SSC - undefined
AP State Secondary Board Education.
06.2003 - 03.2004