ITIL
Vinoth Srinivasan
Service Delivery Manager
Chennai
Summary
Dedicated Banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Service Delivery Manager
Temenos Banking Software
Chennai
05.2021 - Current
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Managed third-party contracts to drive delivery of required services.
- Coordinated new hire recruitment, training and development.
- Supervised operations of 24-hour customer service desk staffed by 10 team members.
- Coordinated and led internal and external site team meetings.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Facilitated completion of deliveries and verified documentation.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
IT Team Lead
Bank Of NewYork Mellon
Chennai
07.2016 - 05.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Improved operations through consistent hard work and dedication.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved problems, improved operations and provided exceptional service.
- Created plans and communicated deadlines to complete projects on time.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Production Support Executive
Tata Consultancy Services
Chennai
12.2012 - 07.2016
- Anticipated and addressed production problems, material shortages, equipment malfunctions and unavoidable delays.
- Implemented knowledge to provide product quality assurance and executed inventory maintenance, optimizing work time.
- Coordinated company projects and programs that supported manufacturing function.
- Planned operations to meet established schedules, factoring in order demands and business forecasts.
- Identified areas for business improvements and utilized client feedback to drive developments.
- Analyzed and determined resolutions to multi-faceted issues that affected management and business objectives.
- Worked with senior leadership to complete under-budget management on complex issues.
- Trained in and implemented emergency response procedures to protect team members and property.
- Collaborated with technical and administrative teams to develop and implement successful corrective plans.
- Diagnosed and corrected issues with systems, components and controllers.
- Prepared and maintained production reports and personnel records.
- Estimated costs and set quality standards.
Education
Master of Computer Applications - Computer Applications
Kalasalingam University
Srivilliputtur 05.2009 - 05.2012
Bachelor of Science - Physics
Ayya Nadar Janaki Ammal College
Sivakasi 05.2006 - 05.2009
High School (12th) - Maths-Biology
G.S.Hindu Higher Secondary School
Srivilliputtur 05.2004 - 05.2006
Skills
Client relationship management
Active listening and communication
Training and coaching
Client needs assessments
Cost control and tracking
Staff supervision
Contract Management
Documentation
Cost reduction
Performance maximization
Accomplishments
- Supervised team of 10 staff members.
- Documented and resolved critical issues which led to major business impact
- Achieved On the Spot award by completing automation for close of business with accuracy and efficiency.
Software
Incident, Change & Problem Management
Service Now
Jira & Remedy
Excel & Presentation
Certification
ITIL Foundation Certified Professional
Timeline
Service Delivery Manager
Temenos Banking Software
05.2021 - Current
ITIL Foundation Certified Professional
02-2019
IT Team Lead
Bank Of NewYork Mellon
07.2016 - 05.2021
Production Support Executive
Tata Consultancy Services
12.2012 - 07.2016
Master of Computer Applications - Computer Applications
Kalasalingam University
05.2009 - 05.2012
Bachelor of Science - Physics
Ayya Nadar Janaki Ammal College
05.2006 - 05.2009
High School (12th) - Maths-Biology
G.S.Hindu Higher Secondary School
05.2004 - 05.2006