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Vamsi Krishna Gudiputi
- 1. Vamsi Krishna GudiputiCell Phone: 9989824044 Mail: [email protected] OBJECTIVE To establish a distinctive identity in the Information Technology sector with a specific focus on Service Delivery, Application Support & Operations, Project/Program Management, Client Interface and Analysis PROFILE • Having around 10 years of experience in managing/leading Application Development, Production Support, Operations, Global Delivery Management, Client Engagement and Project Management. • ITIL V3 Certified. • Prince 2 Practitioner. AWARDS WON • Got Awarded star Performer from Oakton Technologies for the year 2014. • Got the Best Team award for exceptional service delivery from CIO – Barrick Gold. • Got Delivery award for Oracle Upgrade Project from CIO – Barrick Gold • Got the best Project Award at Oakton Technologies for the year 2013 QUALIFICATION Degree and Year of passing Institute Major and Specialization Bachelor Of Engineering GuruNanak Engineering college Electronics and Communication Engineering. Post-Graduation in Applied Computing for Technologists Dublin Institute of Technology Applied Computing WORK EXPERIENCE OAKTON Technologies A Dimension Data Company, Hyderabad (An Australian based IT Consulting firm) (Apr 2015 to Till date) – Service Delivery Manager Role: Service Delivery Manager. Client: GRDC – Grains Research Development Center, Canberra, Australia. • Responsible for successful delivery of Oakton services to clients on-scope, on-time and on-budget • Responsible for Contractual, Process and Governance Compliance of assigned projects/accounts
- 2. • Responsible forthe compliance of standards applied to work artefacts against client agreed baselines • Be the offshore point of escalation for all Contract, Delivery matters for assigned accounts/project(s) • Responsible for the quality of work deliverables produced by the Offshore team • Conduct Post implementation reviews after each project delivery • Remediate gaps in knowledge with regard to access, tools, documentation and other matters affecting responsiveness of offshore team • Responsible for reporting and managing risks and issues affecting the delivery of the project/service (resourcing, infrastructure, connectivity, availability, capacity) • Responsible for preparation of release documentation and release calendars • Has good Interpersonal awareness and strong communication skills. Maintains professional engagement with the client • Estimation of work to be delivered from India for clients including BAU, Enhancements and Projects • In charge of monitoring and driving improvement of the delivery from Offshore • On delivery ownership, maximise delivery from offshore and minimise onshore intervention • Management of any scope variation and the impact to existing milestones or services levels • Measureable contributions to the work delivered from offshore (CSI) • Responsible for successful delivery of service outcomes including SLA’s, as well as other agreed service metrics, and internal/external customer satisfaction • Compliance to SMO processes including but not limited to CICP, Account Induction, New Service Transition • Serve as Incident Manager during P1, P2s and critical incidents as well as initiating CICP • Incident resolution performance should improve by 2% per quarter or by other agreed metrics within the account • Measureable service improvement initiatives each month reported by the SQCR activity • Adopts service management practices where applicable and strives for continual service improvements • Compliance and accuracy during the SQCR audits • Possesses deep technical understanding of the solutions which are being supported to enable an active participation during critical incidents and problem management (network, solution a and technical architecture) • Actively engages in Problem Management processes OAKTON Technologies A Dimension Data Company, Hyderabad (An Australian based IT Consulting firm) (Jan 2014 to May 2016) – Service Delivery Manager Role: Service Delivery Manager. Client: Australian Energy Market Operator, Victoria, Australia. • Responsible for draft, amend the SOWs time to time based on the RFPs and get it reviewed and approved by the AEMO and Customer stakeholders. • Support of existing Sitecore applications and enhancements as per the business need. • Accountable for SLAs and Metrics tracking • Identify areas of automation and them implemented to improve the productivity of the team
- 3. • Responsible forresource utilization, resource career aspirations, annual and mid-year reviews • Responsible for P & L of the account and utilization of the team. • Conduct Project Kick-Off & Status Meetings • Perform key project management activities to ensure quality execution in the delivery of a project to deliver within constraints such as schedule, scope, budget, and manage customer satisfaction. • Participate in the requirements gathering workshops to understand the customer expectations • Responsible for project planning and tracking , Allocate & Schedule project resources • Track and Manage Change Requests • Ensure change management and change evaluation. Creation of Tasks and review and allocate the issues • Responsible for Risk Management plan, Communication Plan, Project Management plan and Quality Management plan • Participate and drive the RCA for P1 issues and outages • Co-ordination between offshore and onsite team members • Responsible to report daily and weekly status report to all the stake holders • Collect, collate and publish project status with regard to resource, budget, schedule, stakeholder management and solution that influence project performance and completion • Participate in review of size, effort and resource estimates within the project • Responsible for resource hiring to meet the demands of the customer. OAKTON Technologies A Dimension Data Company (April 2013 to Till Date) Role: Service Delivery Manager Client: Barrick Gold, Perth Western Australia • Responsible for WA & Victoria location projects as Service Delivery Manger from offshore with end to end ownership. Managing a team of 50+ consultants with Production Support, Operations and Release Management of the existing applications to tier 1 & tier 2 Australian clients with an annual target of 8 Million ASD. • Responsible for P & L of the account and utilization of the team. • SLA management, Delivery and Operations management, handling transition projects. • Production Support, Service Delivery/Operations Management (Incident, Problem, Change and SLA Management. • Planning and coordinating resources necessary and assisting Location Director in preparation of project proposals
- 4. • Resource planning,performance management, assist HR in defining role scope and recruitment • Coordinate with 3rd party vendors, offshore / onshore / onsite and virtual teams on day-to-day work and milestones • Received and analyzed all customer complaints and feedback and engage with all stakeholders to initiate service improvements • Single point of escalation for multiple clients - managed escalations and provided resolutions • Planning and scheduling of Service Transition • Management of transition project risks, issues and dependencies • Coach and direct service delivery teams on process changes and ongoing support • Assistance in reviewing / managing service line budgets, forecast and actual • Implemented Incident Management process for efficient service restoration and effective Problem Management. Created an on boarding plan for new joiners into the team to gain productivity in less time. • Accountable for Metrics tracking, account specific service problems, status reporting and progress reporting of deliverables • Responsible for resource utilization, resource career aspirations, annual and mid-year review • Managed internal client expectations, management and delivery teams. Recommended and implemented changes or alternate paths based on progress / performance. • Review, design, implement and manage process improvement initiatives • Reviewed and implemented work level agreement and objectives for service delivery • Organized workshops with stakeholders and delivery teams to ensure understanding of process, assignments and objectives • Allocated work and provided direction with regards to objectives and timelines • Developed professional relationships through regular communication and engagement • Held daily stand up meetings with key support personnel and stakeholders • Setup and manage 24x7 support model. OAKTON Technologies A Dimension Data Company (May 2012 to March 2013) Role: Team Lead Client: Barrick Gold, Perth Western Australia • Responsible for identifying and reporting of risks and issues affecting the delivery of the service/Deliverable (resourcing, infrastructure, connectivity, capacity) • Acceptance of work into the team (support documents/Requirements, KT, tools, skill sets, etc) • Responsible for the implementation of changes in client environments in compliance with CR process • Responsible for the compliance of standards applied to work artefacts against client agreed baselines and/or coding standards • Estimation of work to be delivered from India for clients including BAU, Enhancements and Projects • Responsible for monitoring minor enhancements being lead by intermediate level team member • Supports transition process • Responsible for preparation of release documentation and release calendars • Assists SDMs/DMs in preparing weekly/monthly/business reports • Provides recommendation for service/process improvements • Responsible for contributing during critical incidents/defect fixes and to PIR process • Identifies and incorporates reusable components or best practices (new item)
- 5. • Maintain consistentand quality communication with internal and external stake holders (new one) • Responsible for the compliance of service against SLAs • Responsible for the management and processing of tickets in compliance with the agreed processes and quality • Responsible for the creation and maintenance of the client wiki articles for all critical incidents and critical business scenarios and the education of these to other team members • Responsible for running stand up sessions to cover repeating incidents and the resolution of these leveraging the documented wiki article • Makes technical decisions to meet the design goals laid out in project road map. EIRCOM, Dublin, Ireland (Feb 2007 to Jun 2010) – Role: Deputy Team Lead / CSS • Responsible for the management, organization and co-ordination of the day to day work of a team to deliver the highest standards of services to customers. • Ensure that customer enquiries are dealt with in accordance with the performance and service standards, including 80% at the first point of contact. Personally deal with more complex enquiries, including complaints and member enquiries. • Maintain effective relationships with service colleagues, key stakeholders, contractors, hard to reach groups, the wider community and other organizations to ensure the effective delivery services. • Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery. • Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date best practice to improve customer satisfaction and reduce costs. • Monitor and co-ordinate financial and other management information relating to the work of the teams. • Critically analyze information, monitor performance and make recommendations for continuous improvement to meet targets. • Prepare and present reports and management information relating to performance, budgets and any other aspect of the team’s work. • Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan. • Monitor and report progress and performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met. • Ensure all relevant correspondence is answered. • Ensure Monitor, track and analyze complaints making recommendations on trends and improvements that will reduce volume and pattern of complaints and improve quality of service. • Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognize achievement and deal with performance issues. • Ensure the efficient and effective operation of information and communications technology systems and databases.
- 6. • Maintain knowledgeof current developments in ICT, research emerging technologies and make recommendations to support improvements in the delivery of customer services. • Use information collected from all customer interactions to inform future strategies and plans. IBM, Dublin, Ireland (Jun ’06 to Jan 2007) – Systems Engineer • Assist with building System Hardware to different vendors upon receiving the PO. • Test the assembled unit for any defects. • Prepare systems for quality check. • Raise requisition for parts top assemble the hardware unit. • Train new members with require tools and techniques.
- 7. • Maintain knowledgeof current developments in ICT, research emerging technologies and make recommendations to support improvements in the delivery of customer services. • Use information collected from all customer interactions to inform future strategies and plans. IBM, Dublin, Ireland (Jun ’06 to Jan 2007) – Systems Engineer • Assist with building System Hardware to different vendors upon receiving the PO. • Test the assembled unit for any defects. • Prepare systems for quality check. • Raise requisition for parts top assemble the hardware unit. • Train new members with require tools and techniques.