Chandrashekar Srinivasa
Bengaluru,Karnataka
Summary
Hard worker, who believes in honesty and integrity. Good social and interpersonal skills. Quick learner who always looks for opportunities to improve the quality and efficiency of services being provided. Always up for a challenge and good at handling stressful situations. Excellent troubleshooting and problem solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
2
2
Certification
Work History
Service Delivery Manager - Associate Consultant
CGI Information Systems & Management Consultants
Bengaluru, Karnataka
04.2018 - Current
- Develop and maintain excellent business relationship with the Business\Regional IT organizations.
- Ensure an Infrastructure Operations Service Catalogue is implemented and maintained, and as a minimum includes a full Global Applications Inventory linked/related to a full Global Infrastructure Inventory.
- Ensure Infra Ops SLA's/OLA’s are defined and implemented with all internal IT Operational Support organizations. Hold regular Operational Level Review meetings.
- Ensure Underpinning Contracts are defined and implemented with all 3rd party vendors and suppliers, and regular Service Delivery and Governance meetings are held.
- Participate in Global CAB to be aware of planned changes that may impact availability of the operational infrastructure environment.
- Participate in support, resolution and communication activities in the event of Major Operational Infrastructure outages or incidents. Ensure Post-Mortems and RCA's are provide in a timely manner to customers (Business\Regional IT).
- Implement and provide appropriate Management Reporting.
- Participate in transition activities to ensure all new Applications and Infrastructure Solutions deployed into operation are updated in the Infra Ops Service Catalogue and Inventory.
- Implement Continuous Service Improvement processes to ensure that Infra Ops Service Levels always meet or exceed Business\Regional IT expectations.
- Implement Service Level Management processes to ensure that OLAs and UCs are always aligned with Business\Regional IT requirements within boundaries of scope and budget.
- Take ownership of Infra Ops related projects if/where required.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Service Delivery Manager for ~10K Wintel & Unix servers that are managed on-premises from CGI & Client Data Centers in Canada. Platforms include various Hyper-converged infrastructure from Datrium, VMware & Oracle Virtualization. These servers are monitored on various Event Management platforms like Solarwinds, HP Service Manager, Netmon, Zabbix, Veeam ONE etc.
- Publish dashboards on Service health, KPI’s to the directors and conduct governance meetings with the client and the stake holders
- Assist ITSM Manager where needed with Managing other ITIL Service Management disciplines (i.e. Change & Release Management, Incident & Problem Management, Configuration Management and Service Level Management).
Client Engagement Manager - Lead Analyst
CGI Information Systems & Management Consultants
Bengaluru, Karnataka
07.2014 - 04.2018
- Developed formal plans for continuous improvement and measurement in terms of management goals and objectives, customer service delivery, and customer relationships
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Implemented continuous improvement methodologies, through Process Reengineering
- Established in-house quality standards, ensuring high-quality deliverables while adhering to the SLAs
- Analyzed gaps and spearheaded process improvement ideas to minimize the error and process time, by 50%. Increased Customer Satisfaction score by 30% in 3 months
- Reviewed existing processes, and spearheaded the implementation of systems aimed at enhancing process and operational efficiency of the organization, worked on continuous improvement
- Responsible and accountable regarding Service Desk services to the client for investigation of customer escalations and providing updates for timely resolutions and customer satisfaction
- Address or facilitate the timely resolution of Client or CGI service issues, escalations, and queries including starting the required investigations as identified by the client engagement manager to minimize the risks to CGI
- Host daily, weekly, bi-weekly and monthly governance meetings, and clients to discuss and resolve the outstanding issues at hand
Exchange Administrator - Senior Systems Engineer
CGI Information Systems & Management Consultants
Bengaluru, Karnataka
04.2012 - 06.2014
- Process all Incidents and Service Requests according to client requirements
- Confirm completion of requests and close work order as per agreed SLA
- Create user IDs for MHC.intranet.bell.ca requests – provision, modify and restore mailboxes and access level
- Work on Distribution List, Functional ID and SMTP Relay authorization requests
- Public folder creation, Microsoft Office Communicator account re-activation and movement, Exchange Active Sync account creation
- Process requests for admin rights, enable and administer Enterprise services on Blackberry
- Consulting requests for various messaging needs
- Proactively assist customers and service providers and follow-up to closure
- Identify and implement improvements
- Been Prime for the Exchange 2007 to Exchange 2013 Mailbox Migration, the activity includes roll back, migrations using Power Shell scripts.
- Been part of the EMM10 to EMM11 for Android and apple devices
- Was made prime to generate reports related operations related activity for our team on a weekly basis
- Have created many Knowledge base articles to help the CSD level agents to guide the users on how to configure corporate emails on their mobile devices
Senior Technical Support Officer
Convergys India Pvt Ltd
Bengaluru, Karnataka
06.2008 - 04.2012
- Responsible for maintaining the daily and the monthly targets as per the program requirements
- Responsible for achieving the individual targets for e.g. The Quality of Service, Problem resolution, Time taken to resolve the Issue, Effective communication with the Microsoft Customer’s
- Trained on the other Microsoft Product called Equipt to Convince the Customer & provide a valid refund accordingly
- Moved to MSN program as an escalation Engineer due to the immediate program requirement.
- Selected for the Microsoft Excel Training & successfully completed
- Moved to multiple LOB’s for Microsoft Projects like Microsoft Office and Outlook Forums, Microsoft Office for Mac
- Worked as a Microsoft Answerer by replying to the customers queries worldwide from the website www.answers.microsoft.com
Education
Bachelor Of Commerce - Accounting And Finance
Sunrise University
Alwar06.2016
Skills
- Service Delivery Management, KPIs, SLAs, Metrics and Reporting
- IT Infrastructure Operations (Networks, Data Center)
- IT Management
- IT Service Desk and End User Computing
- ITIL/ITSM Process Design and Tools Integration
- Client Engagement Management
- Vendor and Outsourcing Partner Management, Local and Offshore
Certification
- Microsoft Azure Fundamentals - 03/2023
- ITIL® Foundation Certificate in IT Service Management - AXELOS/PEOPLECERT: 08/2021
Timeline
Service Delivery Manager - Associate Consultant
CGI Information Systems & Management Consultants
04.2018 - Current
Client Engagement Manager - Lead Analyst
CGI Information Systems & Management Consultants
07.2014 - 04.2018
Exchange Administrator - Senior Systems Engineer
CGI Information Systems & Management Consultants
04.2012 - 06.2014
Senior Technical Support Officer
Convergys India Pvt Ltd
06.2008 - 04.2012
Bachelor Of Commerce - Accounting And Finance
Sunrise University
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