IT Service Delivery Manager

• May 2015 - Present

Multi-faceted professional, in quest of challenging assignments in Project Management with a leading organization of high repute Expert in enhancing the department & organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments A keen implementer with recognized proficiency in spearheading project management activities with an aim to accomplish client’s expectation within stipulated time successfully. Expertise in increasing the revenues, exceeding goals, developing profitable & productive business relationships and building an extensive client base. Competent in managing the changes in project scope, project schedule and project costs using appropriate verification techniques. Proficient in project planning & management, devising activities and accelerating the project deliverables. A versatile and hardworking person possessing excellent communication skills. Skilled in monitoring the project to ensure the desired result is achieved, the most efficient resources are used and the different interests involved are satisfied. Excellence in accomplishing the IT service delivery objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. Highly successful in driving large scale projects as well as improving on productivity & performance of team members. A team player with exceptional planning, negotiation & interpersonal skills. Show less

Incident Manager

• Feb 2013 - May 2015

o Manage and track critical calls for the setupo Arrange technical support for the closure and updating management accordinglyo Arrange necessary approvals and consent of management for the technical and other commercials involved during the callo Responsible for updating management and other senior stake holders for the incident and outage’s at globe levelo Document and follow the ITIL Standardo Implement all the necessary change and other ITIL Processeso Monitor and send alarms (pages to the support) for critical jobs that get abortedo Follow up with support to update their on call in duty calendar for the month. Show less

Operations Manager

• Feb 2013 - May 2015

o Implemented Incident Management process and setup as per ITIL Standard.o Handle major incident across the Globe, Documenting its Business impact and taking corrective action’so Ensuring Services are delivered as per the agreed SLAo Managing a team of 125+ engineers across 11 Towers, for the Job related to critical incidents/service request/task.o Prepare and review MIS and other necessary data with CIO and other Business Heads across globeo Work in coordination with Change and Problem Manager for the incidentso Documentation of information related to Original Equipment Manufacturer (OEM) and taking necessary action in terms of non-repetition or avoidance o Raising and managing Problem Tickets and performing Root Cause Analysiso Create various Compliance audits to ensure the process is meeting all the compliance requirements and help the business during various audits.o Review Daily call inflow, closure rate and other pending jobs with the respective tower leads and the managemento SPOC for client across globe for the Incident and other operational reviews. Show less

Operations Manager

• Sep 2006 - May 2015

o Implemented Incident Management process and setup as per ITIL Standard across 4 OPCO’s o Handle major incident across all 4 OPCO’s, Documenting its Business impact and taking corrective action’s ensuring the services made available to the business (BAU)o Ensuring Services are delivered as per the agreed SLAo Managing & assigning task to the team of 300+ engineers across all domains, for the Job related to critical incidents/service request/task.o Managing other vendors as well ensuring they adhere to their SLA’s and OLA’s with different partnerso Prepare and review MIS and other necessary data with CIO and other Business Heads across 4 OPCO’so Work in coordination with Change, Problem, Vendor & SLM Manager’s for achieving common goal – Customer satisfaction o Create various Compliance audits to ensure the process is meeting all the compliance requirements and help the business during various audits (Within Wipro and various partners/vendors for Service Management)o Review Daily call inflow, closure rate and other pending jobs with the respective Incident Management across all partners/vendorso SPOC for client across globe for the Incident and other operational reviews. Show less

Operations Manager

• Sep 2006 - May 2015

o Implemented Incident Management process and setup as per ITIL Standard across 4 OPCO’s o Handle major incident across all 4 OPCO’s, Documenting its Business impact and taking corrective action’s ensuring the services made available to the business (BAU)o Ensuring Services are delivered as per the agreed SLAo Managing & assigning task to the team of 300+ engineers across all domains, for the Job related to critical incidents/service request/task.o Managing other vendors as well ensuring they adhere to their SLA’s and OLA’s with different partnerso Prepare and review MIS and other necessary data with CIO and other Business Heads across 4 OPCO’so Work in coordination with Change, Problem, Vendor & SLM Manager’s for achieving common goal – Customer satisfaction o Create various Compliance audits to ensure the process is meeting all the compliance requirements and help the business during various audits (Within Wipro and various partners/vendors for Service Management)o Review Daily call inflow, closure rate and other pending jobs with the respective Incident Management across all partners/vendorso SPOC for client across globe for the Incident and other operational reviews. Show less

Quality Assurance Specialist

• Sep 2006 - Jun 2009

o Manage quality of messaging team of over 60+ agents o Work on designing the tool availability and sharing inputs with the upper management o Monitor calls to evaluate domain knowledge accuracy and communication ability of agents related to credit card operations.o Escalate patterns or serious performance issues to management and cliento Ensure process implementation across the flooro Share feedback to concern and managing MIS as per the processo Document the trend and doing trend analysis of the processo Coach outliers on one to one basis and give feedback to Managero Report scores and provide detailed feedback to managers and supervisors on the strengths and improvement areas. Show less

Manager

• 2012 - 2014