Rahul Revi
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess. 18 Years of overall experience in Information Technology (IT) industry. Through knowledge in various ITIL processes and experienced in Agile framework. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Tata Consultancy Services
Tampa, USA
04.2018 - Current
- Manage Service Delivery of Application Support and Maintenance team.
- Leading team of 150+ members across US, India, Uruguay and, Canada in 'follow the sun' model.
- Accountable for Support & maintenance for 300+ applications across 20+ technologies.
- Maintaining excellent relationships with customer stakeholders
- Identifying customer needs and overseeing service delivery within business context.
- Advise clients on methods, technologies, process improvements and training that would increase overall business potential.
- Being partner in adoption of new technologies for customer – helping with people, process & knowledge. Showcased this during implementation of Salesforce CRM, Workday and Service Now.
- Delivered complex transformation programs - Cloud migration of 500+ on-premise servers, Lotus Notes re-platform, Oracle to SQL migrations and infrastructure transformations.
- Driving automation to reduce repeatable human activities & eliminating human errors.
- Provides leadership in various service operation processes that include incident management, configuration management, change management, release management, and applications support
- Identifying areas of improvement, and initiating C-SIP to improve customer experience
- Coordinating with Human Resource team for resource onboarding/offboarding on timely manner based on ongoing needs.
- Managing finances and budgets in cost-efficient manner.
- Participate in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Contribute to internal and external account reviews.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
Service Manager
Tata Consultancy Services
Tampa, USA
02.2014 - 04.2018
- Custodian of production environment for 300+ applications, by strict adherence to ITIL processes.
- Playing critical interface between business and operations team.
- Key focus on improving customer experience and ITIL service management adherence across operations team.
- Collaborating between development and operations team for smooth release management and transition.
- Serving as liaison between vendors, technicians and customers, ensuring that high level of communication exists between all parties.
- Meet with customers to discuss service needs and develop effective and practical solutions.
- Working closely with onshore and offshore teams to deliver sustainable services.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Review & approval of operation handbook/runbook documents for operations
- Implementing Service Improvement Plan for operations team to enhance customer satisfaction.
- Tracking corrective and preventive actions identified in RCAS.
- Risks and issues are clearly addressed and communicated to relevant stakeholders.
Application Support Lead
Tata Consultancy Services
Bangalore, India
06.2011 - 02.2014
- Leading team of 40+ member Application Maintenance team.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Work closely with multiple team to ensure that TCS team works to meet committed SLAs.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Managing Outages and ensuring right team is present in PTNs / Whiteboards.
- Weekly Status Report to Customer and TCS Leadership.
- Induction of new team members into respective applications.
- Responsible for internal audits and action tracking.
- Mentoring of team and resolving their issues in respective location.
- Daily SLA monitoring, Backlog Monitoring and perform SLA breach analysis.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created plans and communicated deadlines to complete projects on time.
- Developed and maintained courteous and effective working relationships.
Technical Lead
ANZ OTSS
Bangalore, India
01.2011 - 04.2011
- Provide technical leadership for 8 member development team.
- Organized system operating procedures to strengthen controls.
- Provided educational expertise and mentoring to junior team members.
- Advised management, business and technical staff on solutions using specific domains or technology.
- Assessed project milestones and team performance to keep staff on-task
Team Lead
SunGard Global Services
Bangalore, India
04.2007 - 01.2011
- Directed and supervised team of 5 engaged in Support and Maintenance.
- Tracking projects, and ensuring it's completed on time.
- Reported on updates to project specifications and progress.
- Designed strategic plan for component development practices to support future projects.
- Coached team members in techniques necessary to complete job tasks.
- Participated in cross-functional team-building activities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Developer
ANZ OTSS
Bangalore, India
06.2006 - 04.2007
- Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
- Developed clear specifications for project plans using customer requirements.
- Translated customer requirements into written use cases.
- Discussed issues with team members to provide resolution and apply best practices.
- Participated in software field testing to verify performance of developed projects
Developer
Tata Consultancy Services
Bangalore, India
12.2003 - 05.2006
- Translated customer requirements into written use cases.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Discussed issues with team members to provide resolution and apply best practices.
- Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
Education
Bachelor of Technology - Computer Science
Kerala University
07.2003
Skills
- Solutions development
- Operations support
- Client relationship management
- Training and coaching
- Continuous Improvement
- Proficient in [Software]
- Staff Management
- Service desk oversight
Certification
- ITIL V3 Foundation - 2013
Timeline
Service Delivery Manager
Tata Consultancy Services
04.2018 - Current
Service Manager
Tata Consultancy Services
02.2014 - 04.2018
Application Support Lead
Tata Consultancy Services
06.2011 - 02.2014
Technical Lead
ANZ OTSS
01.2011 - 04.2011
Team Lead
SunGard Global Services
04.2007 - 01.2011
Developer
ANZ OTSS
06.2006 - 04.2007
Developer
Tata Consultancy Services
12.2003 - 05.2006
Bachelor of Technology - Computer Science
Kerala University
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