Sharath Kumar

Experience

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  Indover tours

  Mar 2005 - Jul 2006

  Inbound tour executive
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  IBM

  Aug 2006 - Oct 2011

  Assistant manager

  having worked for ibm for 6 years with a career growth from a technical support engineer to a manager, some of my key accomplishments have been:- transitioning & managing > 5 it service desk, user identity management & system server operations projects - improve service level from ~75% to > 98%- improve csat from ~70% to > 97%- saving ~ $1 million/year by training & pooling resources of different accounts to be able to support 5 accounts

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  Kaizen Technologies

  Dec 2011 - Mar 2012

  Helpdesk manager service delivery
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  Accenture

  May 2012 - Feb 2015

  Network recovery manager/service operation manager

  • role involved overseeing a wide range of activities, including incident, problem, asset management, mis reporting, csi management, and operations management for a major european bank.• handled all disaster recovery processes and backups for all service-related projects; rescheduled project resources according to project requirements.• key role in developing proposals for it infrastructure, providing user support, identifying issues, and designing robust it risk & associated network strategies.• performed quality reviews, workload analysis, and performance reviews for an 8-member team.• discussed with the leadership on setting future goals and managing resource volumes required to maintain client slas. show less

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  BT Group

  Feb 2015 - Aug 2016

  Operations manager

  • ensure day to day service delivery of the network ops center• data analytics to drive in predictive and proactive analytics • lead operations and service level meetings • accountable for meeting service levels agreed with the clients • responsible for ensuring project compliance and closing any nc’s during audits • accountable for service management process, functions and• people management, demand management

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  Accenture

  Aug 2016 - Oct 2021

  Service delivery manager

  • re-appointed in a senior role to steer the service management portfolio, including processes, data analytics, reporting, sla management, incident/problem/demand management, people & vendor management, and requests management.• spearheaded a global, multi-platform operations team for a large pharma client, ensuring daily network operations center service delivery on a global scale.• drove predictive and proactive analytics via tableau suite for handling data analytics.• led all operations and service level meetings and company-wide communication, ensuring timely execution of all agreed project management principles, practices, and delivery by the support teams.• managed cloud operations, building, and lift-shift of account transactions utilizing tableau and powerbi. show less

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  Infosys

  Oct 2021 - now

  Principal consultant - cloud & infrastructure management

  spearheading end-to-end data center operations, i successfully launched and implemented the service management organization defining objectives, scope, and deliverables. i was fully instrumental in steering various global contracts to the tune of $70m, along with sow and crs across multiple programs. i earned recognition for facilitating service delivery problem management reviews between the business and it determining root causes of outages and delays, and suggesting required actions to avoid recurrence. i was pivotal in building and nurturing strong vendor relationships, both internal and external supporting accounts, and client capital needs. i served as a key liaison between it and business users to ensure escalations were addressed and resolved within agreed service levels. additionally, i drove meaningful progress and executed tangible results on projects that made services more customer-focused, innovative, and efficient.• served as delivery partner for multiple european clients steering service delivery across dc operations, cloud, lan, wan, server, storage, virtualization, it security, euc, service desk, etc. • enabled digital and hybrid cloud solutions to multiple customer base. • achieved sla target availability of 99% by delivering high-quality services.• as solution anchor for new rfps acquired 3 new clients and a business worth $40m in the emea region.• developed and introduced nextgen tools in ai and ml. • refreshed and maintained data center infrastructure, managed procurement life cycle, and ensured asset maintenance.skills: datacenter & it infrastructure · data analytics & automation · command center · digital & cloud transformation · financial planning · project management · service delivery · account management show less