Mithun Thampy

Experience

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  Bank of America

  Dec 2008 - Jan 2014

  Senior Team Lead

  ITIL-Consultant:Highlights:• Ensured that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence• Worked on changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate• Updated the KEDB with new or updated known errors and workaroundsRelease Engineer:Highlights:• Led the Release Life cycle across different verticals• Worked on Staging & installing the Patches and Packages by using tool called USMN, SDMN (Mainframe interface), SM-Tools, Tivoli Desktop, and Tivoli Activity Planner CICS Show less

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  DXC Technology

  Feb 2014 - Jan 2016

  Project Manager

  • Participated in established, documented, implemented, managed and monitored the ITIL process• Worked on providing solution & process designing, client presentation • Liaised with Group of Project Managers for meeting the deadlines of the project and minimize the impact to the services• Involved in negotiating & agreeing levels of service to be delivered with the customer

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  Tata Consultancy Services

  Feb 2016 - Jul 2019

  Service Management Lead

  • Liaised & led weekly touch base call with SDM/PM to determine process gaps and take steps to implement corrective action• Led periodic refresher trainings, assessments and audit team performance for continual improvement of service• Participated in working on consensus building, promotion of positive environment & teamwork spirit, competence development, providing vision & efficiency, issue resolution, motivation and mentoring• Developing project baselines, monitoring & controlling projects with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of projects• Participating in project meetings for evaluating project progress and providing technical inputs• Defining service standards and guidelines, governance structure that served as benchmark for excellent service delivery for multiple global clients by leading teams of Delivery Managers Show less

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  Worldpay

  Aug 2019 - now

  Service Delivery Manager

  • Creating roadmaps for IT support, purchases and budget controls to reduce overall operational costs of resources, infrastructure and applications as well as create an alignment between business / technology plans• Supporting & monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities for the clients to ensure effectiveness • Mapping client’s requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels; ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels• Stabilizing programs through diligent leadership and rigorous improvements, succession planning to de-risk programs, driving client engagements to baseline expectations and SLAs. Show less