Dhinesh R

Experience

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  Sitel

  Jul 2008 - Jun 2009

  Technical Support Representative (Service Desk)

  IT Enabled Services support for End Users and Small Businesses. Expertise largely on wireless printers, Macintosh/Linux/Windows O.S, Printer hardware troubleshooting and CRM activities.

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  Keane International India Pvt. Ltd

  Jun 2009 - Aug 2010

  Shift Manager

  Primarily Responsible for any SLA breaches and Process Deviations for multiple IT Operations such has Command Center, Remote Computing, Mainframe Monitoring, EUS & Back up monitoring. Shift & Client Management includes responsibilities such as Root Cause Analysis & Post Outage Reports for any SLA breaches and Process Slips that arouse from the service side.

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  Unisys Global Services Ltd

  Sept 2010 - Jun 2011

  Incident Manager

  ITIL Incident Management Analyst

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  First American (India)

  Jun 2011 - Sept 2014

  Process Consultant

  Incident, Event & Change Management

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  EMC

  Oct 2014 - Feb 2015

  Process Consultant

  Situation Manager:* Drive and govern Major Incident Management process and life cycle of incidents that are crisis in nature.* In Parallel, look for opportunities to build run-books and standard routines based on lessons learnt on every Sev 1 / 2 incidents.* Conduct PIRs to review the gaps and possible improvements that can achieved for future incidents.* Provide case study to Service Desk and other Technical Functions for better handling of Incidents in future focusing on time consumption on the restoration. * Promote cross-functional support between Incident and Problem Management processes.* Analyze data and chair Weekly Operational Reviews to observe patterns and other leading factors for opportunities. Show less

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  UST Global

  Mar 2015 - Dec 2015

  Process Consultant

  The role as a Team Lead comprises the below activities:• Ensure the Service Operations Center which is primarily into Event Management is available 24/7 and operates aligning to the agreed internal and external SLAs.• Identify critical success factors and drive key performance indicators of the inherent processes of SOC and ensure it conforms to ITIL and ISO 20000 best practices and standards.• To be able to identify process deviations proactively and generate service improvement plans in order to avert a potential delivery issue.• Ensure the team inculcates effective team player attributes and contributes outside regular operations. That is, effective participation in CSI and Future Roadmaps tasks.• Ensuring the operations satisfies the processes that feed in and out of SOC to other inter depending teams with minimum friction and improved early detection of potential issues to Quintiles IT infrastructure. Show less

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  Tech Mahindra

  Dec 2015 - now

  Role: Operations Lead• Part of the Governance team governing the Operations under the Request, Event, Incident, Change and Problem Management processes.• Leading the L2 function that takes part in delivery of critical services in the form of Request and Incidents primarily. • Ensuring the team adheres to the defined processes and standard routines and cater to the agreed Service Offerings. • Manage external stakeholder expectations and liaise with suppliers for smooth execution of the ticket life-cycle at all levels.• Reviewing and Analyzing Daily, Weekly and Operational Data for Corrective Actions and Service Improvements. • Strike a balance between Operations Management and Human Resource Management aspects to ensure the team stays motivated all times and yet comply the Delivery Objectives. Show less

  • Service Delivery Manager

    Jun 2022 - now

  • Service Delivery Lead

    Dec 2015 - now
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  Hindustan Coca-Cola Beverages

  Dec 2023 - now

  • Head of Application Management Services

    May 2024 - now

  • IT Program Manager - Governance

    Dec 2023 - May 2024