GOKUL KUMAR R D
Service Delivery & Service Management
Dubai
Summary
Accomplished Service Delivery, Integration & Process Management professional with a proven track record at various organizations, enhancing service delivery through ITIL and ServiceNow. Expert in driving process improvements and project management, leading teams to exceed SLA targets. Skilled in client relationship management, showcasing significant achievements in process optimization and team leadership.
Overview
23
23
years of professional experience
6
6
Certifications
Work History
Service Integration and Process Mgmt.
Etisalat
10.2023 - Current
- Documenting processes and monitoring them Ensuring delivery of Service Assurance activities such as monitoring and reporting SLAs
- Providing training to NOC team and supporting teams on updated processes and procedures
- Project Manage and Design ServiceNow implementation of ITIL practices
- Design dashboards for monitoring performance of NOC
- Collaborated with senior leadership to develop strategic plans for organizational growth, incorporating process improvement initiatives as needed.
- Implemented best practices in change management to foster a culture of continuous improvement
- Reduced costs and increased efficiency through the implementation of process improvement strategies
ServiceNow Implementation & Consultant
TechMahindra
8 2019 - 09.2023
- Project Manage implementation of Performance Analytics, CIM and Virtual agent module
- Suggesting best practices for Knowledge base setup in ServiceNow
- Define and Develop Reports & Dashboards
- Coach and operationalize usage of various dashboards
- Revisit and develop Service Request Management and Knowledge Management Process
- Best practices for implementing Out of Box features and reduction in Custom development
- Drive automation initiatives for potential candidates
- Participate in architectural discussions & contribute
- Ensure new features of ServiceNow are brought for discussions and implement based on approval
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
ServiceNow & Process Consultant
TechMahindra
10.2021 - 10.2022
- Responsible for defining ITIL best practices for the account
- Define, discuss, and sign off KPIs and PIs
- Setup Service Management Office for delivery
- Oversee operations are aligned to processes defined
- Increased overall company efficiency, providing expert advice on best practices in process management.
- Enhanced customer satisfaction, conducting regular audits on process compliance.
Service Integration & Management Head
TechMahindra
07.2012 - 08.2019
- Responsible for the Global process's management: Incident, Problem, Change, Service Level Management, Service asset & configuration Management & Service Request Management
- Local processes: ServiceDesk, Incident, Problem, Change, Availability, Capacity Management
- Centralized SMO function for delivery of Application and Infrastructure management
- Establishing effective coordination across autonomous teams
- Process Documentation and Monitoring
- Delivery of Service Assurance related activities such as SLA Monitoring & Reporting
- Ensuring training is imparted for the SMO team and the supporting teams with the updated processes & procedures
- Driving Continual Service Improvement with the delivery teams as well as within the processes responsible
Service Manager - ServiceNow Platform
TechMahindra
07.2012 - 08.2019
- Responsible & Accountable for ServiceNow platform
- Align resources for new enhancement requests from the client
- Project manage major enhancements, new module additions
- Ensure new features of ServiceNow are brought for discussion and implemented based on client approval
- Managed 3 platform version upgrades and 5 patch upgrades successfully with minimal impact
- Function as single point of contact for the client for delivery of ServiceNow platform, guide team on implementations
- Platform governance & optimization
- Oversee maintenance activities to ensure no impact for day-to-day operations
- Assist client on ServiceNow subscriptions, negotiations, audits
- Enable product understanding demos
Service Delivery Manager
IBM
04.2008 - 07.2012
- Process Owner for Service Desk, Problem and KPI Management
- Maintain, Control, and Improve ITIL processes
- Engaged with customer core process team to consolidate and develop KPIs
- End to end ownership of Customer applications such as Remedy, Network, and a set of customer managed application portfolio
- Ensuring compliance and managing risks for infrastructure managed
- Initiated and completed Remedy application steady state project
- Ensured baselines are up to date for portfolios managed
- Worked with customer and onsite team (Denmark) in initiating service improvement for applications managed
- Handling major projects for Network management
- Designed reporting for KPI Management based on the contract documentation
- Worked with various service lines to improve the overall account performance from less than 50%
Change Manager
IBM
06.2006 - 04.2008
- Account focal for Change Management
- Maintaining process documentation and initiating process improvements
- Task manage Change Management in support of contractual obligations
- Avoid and Mitigate change conflicts to avoid impact to business
- Chair CAB call for the account and represent account in the Country CAB
Mentor
HCL
11.2005 - 06.2006
- Supporting CSRs on call & Handling of escalated calls from the agents CSRs
- Mentoring and coaching the agents to improve on technical skills and to reduce AHT
- Providing updates to agents and ensuring quality
- Maintenance of AHT and quality reports
- Initiating and participating Service Improvement Programs (SIP)
- Mentoring new associates on Process, Procedures and Business Processes
Technical Support Executive
07.2001 - 11.2005
- Product, Process, and procedure training to new associates
- Providing trend analysis of repetitive incidents and working with the vendor on permanent fix
- Ensuring timely completion of reports sent to clients
- Trouble shooting for connectivity issues
- Helping customers through phone for configuring mail clients like Outlook Express and MS Outlook and troubleshooting issues related to mail, Norton Products
Education
B. Sc Mathematics -
01.1998 - 04.2001
Master Diploma in IT -
01.1998 - 04.2001
Skills
ITIL
Client & Vendor Relationship Management
Continuous Improvement
Process improvement strategies
Account Mgmt
Project Mgmt
ServiceNow
SIAM
Audit & Improvements
Process Definition
Operational Excellence
Websites
Certification
ServiceNow Admin - Current
Personal Information
Nationality: Indian
Timeline
Service Integration and Process Mgmt. - Etisalat
10.2023 - Current
ServiceNow & Process Consultant - TechMahindra
10.2021 - 10.2022
Service Integration & Management Head - TechMahindra
07.2012 - 08.2019
Service Manager - ServiceNow Platform - TechMahindra
07.2012 - 08.2019
Service Delivery Manager - IBM
04.2008 - 07.2012
Change Manager - IBM
06.2006 - 04.2008
Mentor - HCL
11.2005 - 06.2006
Technical Support Executive -
07.2001 - 11.2005
Loyola College, Madras University - B. Sc Mathematics,
01.1998 - 04.2001
Tata Infotech - Master Diploma in IT,
01.1998 - 04.2001
ServiceNow Implementation & Consultant - TechMahindra
8 2019 - 09.2023