Mani AR

Experience

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  Slashsupport

  Mar 2006 - Apr 2007

  Network Support Engineer

   Provide voice based network support to customers of Netgear from US and UK  Troubleshoot the network problem reported by customer and provide a fix within the stipulated time  Support all kind of platforms like Windows, Mac

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  IBM

  Apr 2007 - Jul 2011

  Problem Manager / Quality Analyst

   Analysis and reporting of incident trend to identify and eliminate root causes Initiating actions to fix potential interruptions to service identified during proactive analysis Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records Facilitating and coordinating technical meetings to find root cause Initiating and managing root cause analysis process between technical teams Initiating actions to fix interruptions to service caused by errors/faults in the infrastructure Produce statistics and reports to demonstrate performance of the Problem Management process Coordinate with third parties, clients and Service Delivery teams to ensure timely problem resolution and contractual fulfillment Drive/collaborate with multiple teams and drive faster RCA Manages the RCA process by using RCA techniques like 5whys , Fishbone Diagram , Tree Diagram and Apollo Cause-Effect Diagram to arrive at the best possible solution. Show less

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  Logica

  Jul 2011 - Sept 2016

  Problem Management - Team Lead

  As a Team Lead: Lead the UK problem management team with size of 15 problem managers/coordinators  Act as a single point of contact for the UK senior level management and onshore problem managers Define and structure problem management process to be followed across all service lines Identify gap in problem management quality and ensure RCA delivered with highest quality.  Lead the pro-active problem management analysis to identify the problem and fix it before becomes a major issue.  Identifying and resolving operational problems using defined processes, expertise and judgmentAs a Problem Manager, Identifying and resolving operational problems using defined processes, expertise and judgment  Driving proactive problem management, trending and providing inputs for service enhancement and service improvements. Review Problem Management reports and identifies action plans to improve key performance indicators as necessary.  Liaising with customers, 3rd party Problem Managers, and participate in problem management meetings and reviews.  Delivering effective root cause analysis for all P1 incidents to the client and ensure a permanent fix is identified. Show less

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  IBM

  Sept 2016 - Nov 2021

  Service Delivery Manager

   Single point of contact for service delivery for all Service lines/Technology Manage all delivery communications with sending geo and end customer Ensure relevant governance /interlock with Sending Geo and technical service lines Interlocking with senior Management in ITD-GD to discuss process improvements for productivity gains Review service line performance (overall view) and devise improvement plans as required Integrate services to meet service level agreements and budgets Responsible for service quality, service delivery performance and drives service excellence Define, Own Service/Quality Improvement plan Authoring SOW, Periodic review & updates through Change Process Manage the delivery commitments of the GDC according to the contract or SOW Responsible for service delivery audit readiness Ensures Compliance to all Business Controls activities Ensure Audit Readiness for Service delivery Show less

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  Kyndryl

  Sept 2021 - Mar 2022

  Service Delivery Manager

   Single point of contact for service delivery for all Service lines/Technology Manage all delivery communications with sending geo and end customer Ensure relevant governance /interlock with Sending Geo and technical service lines Interlocking with senior Management in ITD-GD to discuss process improvements for productivity gains Review service line performance (overall view) and devise improvement plans as required Integrate services to meet service level agreements and budgets Responsible for service quality, service delivery performance and drives service excellence Define, Own Service/Quality Improvement plan Authoring SOW, Periodic review & updates through Change Process Manage the delivery commitments of the GDC according to the contract or SOW Responsible for service delivery audit readiness Ensures Compliance to all Business Controls activities Ensure Audit Readiness for Service deliveryResponsible to develop and maintain Availability Plans which prioritizes and plans IT availability.Monitor IT availability levels by comparing actual levels against targets and addressing shortfalls.Focus on automating the manual IAM tasks using standard toolsPerform multiple roles related to the delivery of Identity and access management automation tools services to Kyndryl, and ClientResponsibilities include Requirement gathering, Crafting the solution, Development, Testing, Implementation / Deployment of the solution, installation of IAM tools, integration with services Show less

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  Tata Consultancy Services

  Apr 2022 - now

  Information Technology Service Delivery Manager