Keerthi J

Experience

• 

  Ericsson

  Jul 2013 - Feb 2015

  Assurance Specialist
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  华为

  Jul 2015 - Jun 2018

  Incident Manager
• 

  Tata Communications

  Jul 2018 - Jul 2022

  Process Agent
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  RWS Group

  Jul 2022 - now

  Associate Service Delivery Manager

  ● Responsible for supporting the delivery of SaaS software and hosted solutions.● Central point-of-contact for an allocated set of clients and maintains day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ environments.● Part of Cloud Operations and helps contribute to the organization's goals of increasing customer satisfaction, enabling a seamless customer experience, and increasing productivity and profitability.● Managing budgets and margins by analyzing the hosting revenue and cost without compromising on customer satisfaction.● Conducting post incident reviews and investigating the critical incidents.● Recommend and coordinate implementation of changes to services to improve metrics and drive Continuous Service Improvements, by working with Development and Cloud Operations teams to optimize the service and co-ordinate process changes with process owners.● Collaborating with technical design teams to prepare for future demands.● Key role play for all project activities and maintains the inventory of the hosted infra / products.● Complete ownership on the Service Delivery Process / Tasks and activities.● Facilitate service ratification, implementation, and improvements by leveraging Cloud Operations resources through programs of automation and process improvements.● Initiate and coordinate actions to maintain or improve service levels.● Coordinate and expedite the resolution of technical issues acting as the key liaison point. Show less