Nanda Kishore

Experience

• 

  IBM India Private Limited

  Jul 2012 - Jul 2013

  Service Desk Engineer

  Extracted, compiled, and tracked data and analyzed data to generate reports.Worked with other teams to achieve service level deadlines.Developed optimized data collection and qualifying procedures.Performed Trend Analysis of Data and Automation of daily reports.

• 

  ARS Traffic & Transport Technology (India)

  Jan 2015 - Nov 2021

  • Responsible for service operations for supporting multiple high value projects and applications• Direct and manage a service analysis team and supporting teams• Responsible for maintaining the department business with high quality and productivity• Engage with senior management for strategy planning, business reviews, and responsible for team capacity planning• Liaising with client service managers to create and maintain service level agreements• Understanding customers change requirements, requests and delivering solutions• Planning & implementing the quality control initiatives for services to achieve required objectives• Resolving high impact operational problems & production issues by suggesting solutions• Accountable for initiating, coordinating and regulating changes identified in the operational services• Formulated strategies for maintaining operations and processes.• Improving service delivery to clients by way of strengthening the team with required tools and trainings• Coordinating with Service Level Managers in various European Countries• Implementing service operational improvements based on the feedback from the customers• Determining trends in problem occurrence, work flow, investigating & implementing changes Show less • Interacted with various teams to resolve high impact production issues• Followed up identified issue and problems for resolution• Single point of contact between the clients and internal teams processing queries and sharing status updates• Administered a 24*7 working team ensuring running of all live projects• Directed and lead the technical personnel. Imparting continuous on job training for accomplishing greater operational effectiveness / efficiency• Worked on talent pool and succession planning, appraising performance and providing feedback to individuals Show less Work with service delivery teams to prioritize the activities with technical support resources and application support resources to meet the needs of customers.Participate in metrics/KPI standardization and also involved in reviews & improvement of this area.Evaluating existing processes and procedures within the team and bringing about the process and procedural improvements according to international standards.Develop Service level operational plans for ensuring the maintenance of the projects in close discussion with the client.Analyze the business scenarios and come up with solutions for overcoming the hurdles faced by the team in ensuring quality service delivery to the client.Develop and document standards, services plans, and key performance metrics that support the continual improvement in the delivery of IT Services within an organization.Define process workflow, tracking team performance, deployment of resources, and capacity planning. Show less Keep Service delivery following the agreed operatioonal Level Agreements.Define and Update Operational Level Agreements and Service Level Agreements.Initiate and co-ordinate new tools developed with the software teams in ARS.Quality Analysis and Audit the deliverables based on OLA.Initial analysis and troubleshooting of real-time data delivery issues.Data Analysis for the Travel time projects in the European Countries by making performance reports and presentations for the client. Show less

  • Associate Service Manager

    Jan 2021 - Nov 2021

  • Team Lead

    Jan 2019 - Dec 2020

  • Senior Service Analyst

    Jan 2017 - Dec 2018

  • Service Analyst

    Jan 2015 - Dec 2016
• 

  Allianz Technology

  Dec 2021 - now

  Information Technology Security Specialist

  Part of Global IT Asset Lifecycle Control Team.• Toxicity Management• Data Quality Assurance• Automation