Bhaskar Bathal

Experience

• 

  IBM

  Apr 2007 - May 2015

  • Manage the overall service delivery including the plan, schedule, deliverables, change, incidents, problems and risks for Midrange platform.• Accountable for conducting status meetings & provide progress reporting to executive management, ensuring that there is no Outage and no business impact for Major Incidents.• Managing minimum disruptions to ongoing business operations through careful planning and task management while driving the Severity 1 Incidents to resolution.• Responsible to regularly interlocking with customer to address any issues in delivery, to act as a bridge for new requirements and monitor service delivery performance with established governance.• Involved in coordination with senior management to discuss process improvements for productivity gains as well as monitor service delivery performance.• continuous communication and coordination with client in the event of severity 1 or Major Incident apart from leading the bridge call. Show less • Track and evaluate performance attainment for each defined Service against the agreed SLA while submit reports assessing IBM's performance on agreed SLA.• Work with SLA's focal point to interlock with documented Service Levels, if applicable• Create and deliver monthly reporting package. • Analyzing Service level trends to determine business impact, customer satisfaction & recommend mitigating actions• Evaluate the business impact of change activities for client and negotiating client priorities as well as manage and resolve problem and change activities to ensure availability targets are met • Compile availability measurement data for internal and customer reporting requirements.• provide monthly reports on service level attainment in line with agreed service levels.• Prepare Accounts Health and SLA Performance Presentation for Sending Geo or Client Visit Show less

  • Service Delivery Manager

    Jan 2012 - May 2015

  • Service Level Lead / Service Level Manager

    Apr 2007 - Dec 2011
• 

  Cargill Business Serives

  May 2015 - Jan 2017

  IT Consultant

  • Developed process improvement procedures to improve operational efficiency for SAP Delivery Team.• Analyse current process standards and metrics to provide solutions for improvements.• Audit the SLA Metrics data with Vendors and reviewing the exception causes for the SLA Breach tickets.• Reviewing the monthly SLA performance of L3 team with the Leadership Management and creating improvement plans as on when required.• Prioritize and implement process change requirements based on the critical project needs• Coordinate with Subject Matter Experts to develop process improvement for appropriate recommendations and conclusions• Prepare communication plans regarding process re-engineering for multiple stakeholders. Show less

• 

  IBM

  Jan 2017 - Apr 2021

  Integrated Service Manager

  • Functionally managed multiple Service Delivery teams & Lead the IPC (Incident/Problem/Change) and MIM (Major Incident Management) end to end.• Managed complex issues & outages leading through crisis situations.• Worked with Technical teams to Identifying the opportunities for Automation.• Regular monitoring of the systems availability to ensure minimal downtime to production environment.• Participated and Lead the DR activity. • Daily huddle with tech teams before start of business to review the action items, issues and support needed.• Partnered with Client on driving process and service improvement.• Problem Management & Root Cause Analysis (RCA) reviewer for Outages & Major incidents.• Lead the cross-tower teams operation issues to drive process improvements tasks.• Initiated DPPs based on ticket analysis and lead the overall effort for better stability of environment.• Ensure Service Delivery adherence to SLA, process and procedures.• Accountable for hyper care and Year-end activities.• Ensured standardized methods are used for the efficient use of Change Management Process to Optimize / Manage the overall business risk Show less

• 

  Indium Software

  Jan 2023 - now

  Service Delivery Manager

  • Steering the Shared Services team and focuses on the Delivery Management related to Cloud/DevOps.• Leading the Application support team for a US based Bank Project.