Intrested in learning new things
Vidyalaxmi Huchchannavar
Delivery Manager
Gadag
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2028
2028
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Service Delivery Manager
Tata Consultancy Services
Bangalore
03.2021 - Current
- 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.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Contributed to internal and external account reviews.
- Supervised operations of 24-hour customer service desk staffed by Number team members.
- Facilitated completion of deliveries and verified documentation.
- Coordinated new hire recruitment, training and development.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Managed third-party contracts to drive delivery of required services.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Implemented and supported Product or Service at client site.
- Planned and managed full Type project lifecycles, from conception through final completion.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Coordinated and led internal and external site team meetings.
Major Incident Manager (IT Consultant)
Teamware Solutions, Tata Consultancy Services
03.2019 - Current
- Client: SAP HANA Enterprise Cloud (HEC) – Service Request Fulfillment
- Tools: SPC -Service Provider cockpit , Service Request Dashboard, SAP JAM Page .MS office – excel, power point ,etc, SAP HEC (HANA Enterprise Cloud) is a managed, private cloud hosting service for SAP HANA and its related applications
- Responsibilities -
- Responsible delivery from Multiple Teams (DB, SM, Basis, Upgrade and QC) comprising of 200+ Associates with 5000+ Service Request per Month generating revenue of 6 Million USD per Annum
- Responsible for achieving service level agreement (SLA) adherence and KPIs
- Initial role is to implement Quality Control Process for whole SAF Component within one year Deadline
- Accountable for reducing outages and Downtime extensions
- Regular status update report shared for system availability in irrespective of shifts
- Responsible for Creating Monthly report of issues identified by all teams
- Review Resource Utilization, FTE requirements, shift plans & capacity planning
- Secondary role is to take up the SPC Automation Project for SAP’s SAF Component within the deadline of 6 months
- Initiate, Execute & Facilitate process improvement initiatives/projects and Oversee migration & stabilization of new processes
- Any type of analysis requested from Senior Management (Technical or Non-Technical Analysis)
- Identify improvement areas, create task force and create visible improvement on outcome
- Prepare the Shift Capacity and predicting the shift load based on trends
- (Completely designed by me)
- Handle Escalation – De Escalate, Propose and implement mitigation plan
- Periodically review process & regulatory requirements & ensure to be compliant.
Systems Engineer
Capgemini Technology Services India Limited, Royal Bank Of Canada
04.2014 - 10.2018
- (RBC)
- Tools: HP Service Manager 7 & 9,Web Jet Admin, Tivoli Storage Manager, RSA Authorization Tool
- Responsible for ensuring progression of all Problems according to the defined Service Level Agreements (SLAs)
- Diagnose Root cause of incidents, determine the resolution, ensuring the resolution is implemented through appropriate control procedures like change management and release management
- Tracking open problems and identifying any problem that requires increased focus to meet agreed target levels
- Create the known error databases including the problem and release records based on the inputs gathered
- Troubleshooting software, hardware and network based issues with problem solving techniques
- Contribute to Continuous Process Improvement activities by identifying training opportunities for Incident Management team, improvement opportunities for the tools and improvement opportunities for the process
- Performing Error control and Process control processes to handle the problem in an efficient way
- Performing Trend analysis, Targeting Support Analysis on the current tickets to prevent the process before the incident happens
- Reviewing and updating with the business service level requirements (SLR's) to ensure current SLAs and operational coverage and resourcing level are relevant to support internal users and services offered to clients
- Reviewing SLA performance and recommend corrective action
- To follow up on escalations and issues with clients
- Preparing Key Operating Procedures, Documents of Understanding and Run Books during Transition
- Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on the scope
- Tracking of Incident from Opening to Closure, with timely communication to business
- Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
Aditya Birla Minacs
1 1 - 03.2014
- Trained to handle Indian customers by Inbound calls to troubleshoot the technical issues in hardware for Lenovo Idea products – (Laptops and Desktops)
- We provide Voice based troubleshooting support to customers over remote software and resolve Technical queries based on customer’s query
- Communicate Good Quality standards and maintain customer satisfaction Index.
Technical Associate
Aditya Birla Minacs
03.2013 - 03.2014
- Lenovo India
- Tools: CRM Applications
Article Admin
HCL Technologies Ltd
HCL Technologies BPO Services Limited
12.2011 - 02.2013
- Trained to handle AUS customers by making Outbound and Inbound calls to troubleshoot the technical issues, E-mailing and Account Managers, Stores and Vendors and customer based on business requirement
- Helped colleagues in all queries associated with the process
- Hands on experience in training new resources in various processes
- Currently heading a team of 15 members in taking care of the SLA and meeting the TAT
- Achievements in HCL:
- All time scored 100% in Quality (Voice and E-mail)Active participant in all floor activities
- Received the best appreciation E-mails business managers
- Have mentored the process and trained the new agents.
Technical Support Officer
SAP and CASS
12.2011 - 02.2013
Education
BE - Computer Science
Sambhram Institute of Technology in Vishweswaraya Technology University(VTU)
Bangalore 01.2007 - 01.2011
Skills
Team Management
undefinedCertification
Certified [lean six Sigma], [simplilearn]
Interests
Timeline
Service Delivery Manager
Tata Consultancy Services
03.2021 - Current
Major Incident Manager (IT Consultant)
Teamware Solutions, Tata Consultancy Services
03.2019 - Current
Systems Engineer
Capgemini Technology Services India Limited, Royal Bank Of Canada
04.2014 - 10.2018
Technical Associate
Aditya Birla Minacs
03.2013 - 03.2014
HCL Technologies BPO Services Limited
12.2011 - 02.2013
Technical Support Officer
SAP and CASS
12.2011 - 02.2013
BE - Computer Science
Sambhram Institute of Technology in Vishweswaraya Technology University(VTU)
01.2007 - 01.2011
Article Admin
HCL Technologies Ltd
Aditya Birla Minacs
1 1 - 03.2014
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