BE

I have passed bachelor of engineering in Electronics and Communication From Manipal Institute of Technology

Service delivery Manager

Led a team of 40+ resources across multiple IT service management functions, ensuring service delivery excellence for enterprise-level clients. Accountable for the operational health and continuous improvement of service levels and customer satisfaction.
Liaised with stakeholders to establish the structure of service level agreements (SLAs).
Ensured that operational methods, procedures, and policies were documented, maintained, and reviewed regularly to maintain their effectiveness and efficiency.
Worked with stakeholder/service-user representatives to determine service level requirements.
Directed Incident Management, Problem Management, Change Management, and Availability Management processes.
Provided support in ITSM processes, including assessment and improvement. Coordinated work with third-party vendors related to ITSM initiatives.
Facilitated weekly and monthly operational reviews, ensuring transparency and alignment with client expectations.
Deliver services against agreed service levels, report SLAs post remediation to client. Provide employees feedback to improve performance. Establish clear performance expectations and hold people accountable for results. Advise and coach employees to help them develop their skills and capabilities to best meet their career desires and current or future business needs.

Incident/Problem - Service Management Leader

Served as the focal point for IT-related issues affecting the business.
Authorized and approved immediate solutions or workarounds for high-impact incidents.
Identified and mapped recurring incidents, verified accuracy of groups and incident areas.
Monitored operations teams for adherence to standards.
Coordinated with resolver groups to minimize the adverse impact of incidents and problems on the business.
Restored services as quickly as possible while minimizing impact and ensuring service quality and availability.
Reactively and proactively identified problems in the IT infrastructure and resolved them with minimal service interruption.
Performed problem control: recording, classifying, investigating, and diagnosing problems.
Conducted error control: assessing, resolving, and closing infrastructure errors.
Established proactive activities: trend analysis, preventive actions, and post-problem reviews.
Ensured that the change management process was being used effectively.
Held meetings with Functional Leaders to review and discuss the process strategy.

Conducted infrastructure projects to stabilize the environment.
Identified potential causes for unplanned events and defined both detection and prevention strategies and action plans.
Initiated and led Problem Management efforts related to capacity issues across various domains within the enterprise.

Team Lead - Service Desk Operations

Led a high-performing service desk team to provide IT support and incident resolution to internal and external clients, improving operational efficiency and customer experience.