sathish kumar

• Over 15 + years of experience in IT industry as Client service and Operation management and Delivery Manager in IBM / Kyndryl.
• Good experience in analytical, problem-solving, communication and Client interaction skills.
• Collaborating with product owners, and stakeholders and managing dependencies across the board to ensure successful delivery.
• Coming from an engineering background, I am fluent in troubleshooting, critical thinking, innovation, analytical thinking, data analysis and participation in production issue bridges.
• Good communication, interpersonal, team handling and organizational skills
• Proven as a quick learner and quickly adaptable with minimal inputs.
• Demonstrated track record of successful ability to manage large and complex projects or engagements.

Established and met project timelines and maintaining higher Customer satisfaction

Delivery Management: Client – The Very Group

• Act as a communication focal point between the DPE/Client and Service Delivery for information exchange, service inquiry, and service coordination. 
• Acting as a point of contact for the Client during Service Delivery operational issues. Managing operational Client escalations and working with the DPE as appropriate. 
• Act as the Client's advocate into Service Delivery. Understanding the Client's requirements, business opportunities, and delivery impacts. 
• Understanding the Client's support team structure, contacts, and processes. Establishing a relationship with the Client, and a communication process (meetings, etc). 
• Representing Service Delivery at Client owned meetings, as requested. Assisting the DPE with account management. 
• Delivering/updating/maintaining current Process document/SLA/SLO documentation. 
• Representing Service Delivery for Client initiated projects, ensuring that formally recognized request processes have been utilized. 
• Adhering to current Service Management guidelines regarding SDM led activities vs. PM (Project Manager) driven projects. 
• Working with Project Managers as projects transition to steady state. Attending Production Readiness Reviews for all projects and verifying all documentation and support processes are in place for steady-state support. Ensuring Project Managers have no open issues that need resolution and applications have met all steady-state criteria before completing transition. 
• Ensuring SDM led project activities adhere to the project management methodologies. Defining KPI’s and ensuring review on KPI and take corrective action if necessary.
•  Assess the team’s readiness for changing policies and procedures.
• Driving the efficiency and effectiveness of the Change management process by timely auditing of change requests 
• Follow up and escalation of issues which could result in Policy or Process Violations which impact SLA metrics for Change Management 

Inventory Management:

• Maintaining an up-to-date inventory of all software and hardware assets, including licenses and their usage.
• Tracking the number of licenses purchased and the number in use to avoid over-licensing or under-licensing.
• Ensuring that the organization complies with software licensing agreements, which can involve strict adherence to terms and conditions, including limitations on the number of users or devices.
• Conducting regular software audits to verify compliance and identify potential violations.
• Investigating alternatives to expensive software or hardware licenses, such as open-source software or cloud-based solutions.

License Management:

• Managing the renewal process for licenses to avoid interruptions in service in account. 
• Maintaining detailed records of license agreements, purchases orders and other details.
  Keeping track of maintenance and support agreements to ensure they are up to date.
• Identifying opportunities to reduce costs by optimizing license usage.
• Monthly connect with Tech lead for validating the devices for renewal.
• Work with Procurement team or with Vendors for renewal based on account requirements.
• Building and maintaining relationships with software and hardware vendors.
• Negotiating favorable terms and pricing for licenses.

Vendor Management:

• Act as a communication focal point between vendor Like IBM, Systal, Service Express information exchange, service inquiry, and service coordination. 
• As per request from vendor will raise BAU & third-party Change for account.
• As part of Account Projects will raise request in Program Management Portal.
• Work with vendors and Solutioning team to implement the Projects.
• Monthly connect with Vendors to discuss the performance of their services.
• Addressing vendor audits and compliance concerns.

Operation Lead: Client – American Express, Hertz , Altria & Windstream.

• Educates and guides the Ops Monitoring team by giving new updates, new tools etc. Also maintain the Sys Ops documentation.
• Overall ownership of the IPC Management Process
• Completed Server baseline validation for all the accounts.
• Participated in many audits for the accounts.
• Completed Automation in most of the accounts I handle, fixed all the configuration issues in 
• all the accounts.
• Have done 5 Successful Project Transitions from US & Brazil to India. 
• Lead the team in progress way to complete action item which is schedule to team.
• Prepare SLA/SLO Report for Account/Customer monthly.
• Work closely with Incident Management team to resolve related issues using tools.
• Maintaining Daily Severity report & score card, analyzing weekly trend, timely updating the process & procedures.
• As part of work group manager holds responsibility of approving access to all requestor
• Hold the responsibility Leading the ops team, preparing the rota to team.
• Weekend focal and Emergency Floor Manager across Sys Ops

Slash Support - System Support Engineer - June 2007 – June 2008 

• Provide client support and technical issue resolution via E-Mail, phone and another electronic medium. 
• Resolve hardware / software issues on router & network printer. 
• Configuration of client's equipment to connect to the Internet via modem, Router Configure software to connect to Internet application servers. 
• Follow-up with participants within a 24-hour period regarding the initial phone call 
• Identify and correct or advise on operational issues in client computer systems. 
• Maintain and update technical support document, IT report and policy. 

Suzlon Infrastructure Service Ltd - Engineer - Jan 2009 – June 2011

• Operation & maintenance of 100MW Wind Park located at Chitradurga, Karnataka 
• Handling of different variants like 1250KW, 1500KW & 2100KW Turbines. 
• Planning and scheduling for Preventive and Breakdown Maintenance and troubleshooting. 
• Leading a team of operation and maintenance at Chitradurga area ensuring site activities and implementation of work safety. 
• Resources management and control for operation and maintenance execution. 
• Preparing Component Failure Reports, Root Cause, and implementation. 
• Local vendor / contractor development for OMS and TCI activity. 
• Preparing logs of CRMS (Customer Relationship Management System). 
• Analyzing Major Breakdown Reports.         

Delivery Management: Client – The Very Group

• Act as a communication focal point between the DPE/Client and Service Delivery for information exchange, service inquiry, and service coordination. 
• Acting as a point of contact for the Client during Service Delivery operational issues. Managing operational Client escalations and working with the DPE as appropriate. 
• Act as the Client's advocate into Service Delivery. Understanding the Client's requirements, business opportunities, and delivery impacts. 
• Understanding the Client's support team structure, contacts, and processes. Establishing a relationship with the Client, and a communication process (meetings, etc). 
• Representing Service Delivery at Client owned meetings, as requested. Assisting the DPE with account management. 
• Delivering/updating/maintaining current Process document/SLA/SLO documentation. 
• Representing Service Delivery for Client initiated projects, ensuring that formally recognized request processes have been utilized. 
• Adhering to current Service Management guidelines regarding SDM led activities vs. PM (Project Manager) driven projects. 
• Working with Project Managers as projects transition to steady state. Attending Production Readiness Reviews for all projects and verifying all documentation and support processes are in place for steady-state support. Ensuring Project Managers have no open issues that need resolution and applications have met all steady-state criteria before completing transition. 
• Ensuring SDM led project activities adhere to the project management methodologies. Defining KPI’s and ensuring review on KPI and take corrective action if necessary.
•  Assess the team’s readiness for changing policies and procedures.
• Driving the efficiency and effectiveness of the Change management process by timely auditing of change requests 
• Follow up and escalation of issues which could result in Policy or Process Violations which impact SLA metrics for Change Management