I am a dedicated IT Service Delivery Manager with over 18 years of experience in managing and optimizing IT service operations. Currently, I lead IT Service Desk Operations at Cognizant Technology Solutions, where I drive service excellence and ensure high-performance levels. My expertise includes SLA management, risk mitigation, service improvement, and team leadership.
With a solid background in computer science and professional certifications like Six Sigma Green Belt and ITIL V3F, I am committed to enhancing service delivery and achieving organizational success through strategic planning and efficient resource management.
Download My CVEnsuring high performance levels, SLA management, and continuous service improvement.
Leading teams to deliver exceptional IT support services and governance.
Providing comprehensive security across infrastructure, applications, and networks.
Driving operational excellence through process optimization and standardization.
Identifying and mitigating IT vulnerabilities and managing risk.
Apr 2022 – Present
As a Service Delivery Manager at Cognizant Technology Solutions, I lead two Retail Service Desk accounts, managing a team of over 160 Service Desk Analysts. My role includes ensuring high performance levels, SLA management, monitoring automation risks, and providing regular performance reports to the management. I also conduct monthly one-on-one sessions with staff, counseling them on career plans and required skills, and assist in the hiring process for Service Desk Operations.
Sep 2021 – Mar 2022
At LogIT One Technologies, I managed IT Operations, overseeing IT Asset Management and Inventory Control. Leading a team of Data Analysts/Specialists, I identified and managed IT vulnerabilities, automated risk mitigation, and handled security architecture. My responsibilities also included preparing OnCall Rotation Schedules and providing overall security for critical infrastructure, applications, networks, and cloud environments.
Oct 2015 – Sep 2021
At Genpact, I managed IT Operations, focusing on service delivery, compliance, and IT Service Management.
Oct 2010 – Sep 2015
As an Assistant Manager at Genpact, I led the OneGE Helpdesk/Service Desk account, driving operational excellence and training new hires.
Oct 2006 – Sep 2010
Starting as a Management Trainee at Genpact, I led a team for the GE Money Americas Helpdesk, focusing on operational metrics and training.
Oct 2005 – Sep 2006
As a Technical Support Specialist, I diagnosed technical issues, maintained records, and ensured timely resolution of customer tickets.
Aug 2004 – Sep 2005
In my role as a Technical Support Analyst, I provided first-level technical support, troubleshooting, and mentoring new hires.
2003
Completed my MCA from GH Raisoni Institute of IT, Nagpur, enhancing my expertise in computer applications and IT management.
2000
Earned my B.Sc in Computer Science from Sardar Patel College, Secunderabad, building a strong foundation in computer science and programming.
1997
Completed my intermediate education at Ratna Junior College, Hyderabad, specializing in Maths, Physics & Chemistry.
1995
Passed Xth Class from D.A.V Public School, Hyderabad, laying the foundation for my academic and professional journey.