Shaan Kotturu

Experience

• 

  IBM

  Jun 2008 - Feb 2022

  • Responsible for the Professional Services Organization delivering Project Initiatives into Telstra. This includes pipeline development, early assessment, solution design and project delivery• Manage pipeline of all Initiatives to ensure maximum throughput and utilization of squad members• Assess each initiative with the team of SMEs to provide a cost-efficient solution and framework• Work closely with Technical Solution Architects and Direct Line Managers to evaluate business expectations and to set realistic goals and criteria• Act as a single point of contact for client executives and IBM directors/senior management to improve customer service and satisfaction by minimizing customer complaints• Managing resources to deliver services and solutions to support client organization• Worked closely with Vendor leads/managers to clear any process challenges, manage escalations and assist all the service lines/teams to perform day-to-day delivery activities smoothly.• Drive SLAs across all service lines to ensure service delivery according to the SLA• Analyze, document and maintain Risk Register for the account• Review Infrastructure changes during the Change board meetings, provide feedback and ensure they are planned and implemented well. • Assist with handling of major incidents and identifying the root cause• Analyze and manage monthly escalation trends for respective service lines and work to minimize complaints pertaining to business delivery.• Oversee daily activities of delivery teams and provide direction and guidance as needed• Facilitate and provide instructions to teams for any internal or external audit preparations.• Conduct/facilitate trainings to delivery teams on process and communication tools and engagement process• Drive baseline changes including contractual changes based on current business need• Track and report monthly metrics and lead operations performance reviews along with senior management Show less • Handled Patching projects on Solaris, windows, Linux servers and Databases• Handled Server Builds, Decommission and Server Migration projects.• Proven ability to support multiple projects, under tight deadlines, often with competing priorities and complexities.• Proficient in managing teams across multiple geographical locations • Track overall project performance• Provide feedback on the team leave planning with service lines for not affecting the planned delivery• Report project status (issues and risks) to management• Develop Application wise schedule and get approval from Application Manager and relevant stakeholders with 30 days advance planning.• Engage required support teams for the planned changes• Ensure change management process is systematically followed • Represent changes in Change Review Board meetings• Ensure timely communication of the changes• Ensure metrics are reported in the defined timelines to IBM management and Telstra• Assist customer/application team with review related processes• Oversee the deployment activities at a high level including development and monitoring of high level project plan• Raise Project change request for any change in scope, schedule and cost • Execute project with diligence• Effectively track project to the committed timeline and cost • Build Implementation plan by working with application and delivery teams• Conduct project closure/lessons learned meeting• Update IPWC prudently Show less • Develop and update the deployment Schedule in conjunction with the project team and Change Management.• Notify all parties of changes to the deployment Schedule.• Understand change management policies and procedures in detail.• Liaise with all the application managers for planning and approvals.• Notifies Application managers of upcoming changes and requests PVT contact details.• Collate responses from Application managers containing change approvals and PVT contact information.• Negotiate and get the approvals for planning and scheduling changes.• Align resources to get the technical documentation done for all the changes to be planned.• Raise change dockets and verify Tech Plan timelines.• Ensures all technical documentation is ready and attached in the change docket.• Verify appropriateness and completeness of change docket including timing, risk level, tech plan completeness, lead time conformity, presence of configuration items, etc.• Advances the status of the change docket through all stages and ensures that the docket is in the required status prior to whichever review meetings apply (e.g. CAB, ICRB etc).• Contact Incident Management if a change has problems or is close to using fix-on-fail contingency.• Monitor change implementation and Liaises with all technical specialists and application teams whenever required.• Make sure the project is completed as per the agreement. Show less • Monitor client queues and distribute problem tickets to the appropriate Rhythm / Blues / Jazz queue for handling through the ISM tool• Ensure all work entered into ISM tool• Ensure all SLAs are met• Ensure complete turnover with primary shift / beginning and end of shift• Analyze all incoming work thereby deriving a solution that optimizes the execution on a continual basis• Continually matches workload and resource skill to optimize pool execution• Leads the implementation by training the team on recommended processes and monitors compliance of new processes• Identify and assess skills of team members and maintain overview on staffing availability• Ensures customers/account teams follow standard guideline and procedures when requesting service from the all pool• Provide consulting to other WLM's on managing other activities• Analyzes metrics to identify trends, makes recommendations to improve operations. Monitors and reports delivery performance KPI’s of the team Show less • Provide client support and technical issue resolution via E-Mail and Phone• Obtain general understanding of OS and application operations related to company offered services • Troubleshooting System performance Issues• Installing printers, troubleshooting printer issues• Troubleshooting wireless and VPN issues• Handling MS Office 2007 issues including MS Outlook• Installing and troubleshooting all the Software’s required by the Client• Perform problem cause analysis• Demonstrate Excellent Problem Solving skills and Handle Escalations• Contributing ideas within and also outside areas of responsibility• Maintain Effective Communication with Service Desk team members and resolver groups• Ensure a high standard of Customer service• Good time management/organizational skills Show less

  • Service Delivery Manager

    Aug 2019 - Feb 2022

  • Project Manager

    Jul 2015 - Jul 2019

  • Project Coordinator

    Dec 2013 - Jun 2015

  • Workload manager

    Aug 2010 - Nov 2013

  • Technical Support Representative

    Jun 2008 - Jul 2010
• 

  Kyndryl

  Sept 2021 - Feb 2022

  Service Delivery Project Manager
• 

  Dell EMC

  Feb 2022 - now

  Advisor Project Manager