Service Delivery Manager
I am a Service Delivery Manager with over 14 years of experience at Tata Consultancy Services, where I successfully implemented ITIL practices that reduced critical incident resolution time by 15%. My focus is on cultivating a culture of continuous learning and excellence within teams to enhance service delivery outcomes. I’m expanding my expertise in service delivery management to drive even greater operational efficiencies and team performance.
October 2023 - June 2026
Oversee the continuous monitoring and management of the Meijer digital retail application, ensuring optimal performance for web and mobile platforms. Ensured optimal performance of critical service processes through continuous monitoring and proactive implementation of targeted improvement initiatives. Owned critical incident management, facilitating communication between resolution parties and stakeholders to conduct thorough post-incident reviews. Designed and implemented standardized operational procedures and methodologies to ensure consistent, high-quality service delivery for web and mobile platforms. Mentored and coached team members on acquiring and applying essential skills and technologies crucial for successful project execution. Spearheaded the adoption of ITIL practices for incident and problem management, reducing critical incident resolution time by 15%. Partnered with infrastructure and development teams to optimize cloud resource utilization in Azure, reducing operational costs by 10%.
January 2020 - April 2023
Managed multiple releases of the Tata Pay product, implementing rigorous quality checks to minimize post-deployment defects and ensure product stability. Managed a group of engineers, testers, and project managers to guarantee the deployment of a product successfully. Implemented a new release management process that reduced time to release. Coordinated with developers, testers, and project managers to ensure timely and accurate release of products. Developed and implemented testing and monitoring strategies that led to a reduction in post-release incidents. Configured new Production and Pre-production stages for App, moved all App properties from monolith way to Configuration-as-Service which helped team to move faster on the releases and reduced no# of Prod releases that require config changes. Helped team by coordinating the Changes releases process and performing Sanity test post release. Orchestrated cross-functional collaboration with development, QA, and operations teams to streamline the pre-release testing and validation process.
January 2018 - January 2020
Handled the transition of Manpower Project from Other Company to TCS. Led a team of 4 people for Production support. Monitored tickets and assigned to respective team members to work on without time delay. Helped team to resolve the tickets without breaching the SLA. Guided team to provide the permanent fix to reduce the repeated tickets.
July 2011 - December 2017
Managed end-to-end production support, troubleshooting critical issues to maintain high system availability and minimize downtime for core software releases. Collaborated closely with cross-functional teams and stakeholders to translate complex business requirements into clear, actionable technical specifications. Owned and streamlined the build and deployment pipeline, ensuring seamless, risk-mitigated software deliveries across staging and production environments.
BE in Electronics and Communication • 2007-2011
Led a cross-functional team to launch a product.
Identified and implemented process improvements that reduced release time.
Enabled team for proactive monitoring to reduce the customer reported incidents.
Led a smooth transition of the project from other company to our company.
Interested in collaboration or just want to say hello? Feel free to reach out!