Abhimanyu Patyal
IT Service Delivery Manager
Zapopan,JAL
Summary
Good in multi tasking with expertise in managing priorities and deadlines. Performed numerous roles with multiple customers and accustomed to deliver within tight contractual obligations. Expertise acquired in ramping up and streamlining ITIL driven delivery.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Service Delivery Manager
Tata Consultancy Services
Guadalajara, Jalisco
04.2016 - Current
- Ensuring global delivery as per all ITIL guidelines comprising of incident management, Change management, Problem management, Knowledge management etc.
- Setting up teams from scratch as per new customer requirements.
- Establishing new delivery centers(Tier1/Tier2) from scratch as per customer requirements.
- Grooming teams to ensure improved delivery standards and value additions by automations.
- Ensuring smooth and quality hand over process across regions for best in class 24*7*365 support.
- Finalizing rates cards and bringing in new business.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
- Managing internal and external audits.
- Proposing process improvement plans and implementing upon customer approval to add value in delivery.
Application Support Team Lead
Tata Consultancy Services
New Delhi, New Delhi
02.2012 - 03.2016
- Managing End of month/End of quarter feeds delivery to downstream and third parties smoothly.
- Driving strict SLA bound deliveries for customers in numerous business domains like airlines, investment banking, life sciences etc.
- Managing vital BCP activities like Disaster Recovery tests annually of all data centers.
- Ensuring Start of week readiness of all critical user applications during weekend maintenance activities.
- Investigation of multiple production issues at a time and prioritizing them as per agreed SLAs.
- Involving next level of support in case code fix is required and ensuring issues closure via emergency change request implementation.
- Acting as production guardian and challenging development teams for any new production releases.
- As part of L3 production support team creating and testing code fix in lower environment for 2 to 4 weeks and implementing the same upon customer confirmation in production environment via change management process.
- Quality check on knowledge articles/SOPs created by team on weekly basis.
- Ensuring that problem ticket is created for any new type of production issue or any Major incident.
- Driving problem management calls with next level of support for permanent fix of production issues.
- Suppressing any noise production alerts or fixing the common/basic ones with automations.
Application Support Analyst
Tata Consultancy Services
New Delhi, New Delhi
10.2007 - 01.2012
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- As part of level2 production support team taking all incoming issues in hand and investigating as per severity.
- In first attempt try finding any relevant documentation in case issue reported is repeated in nature.
- Involving next level of support team if any production code or data change is required.
- Connecting with relevant upstream and downstream systems for investigation if required.
- In case any break fix is required to mitigate the outage or high severity issue initiating the emergency change mechanism with business and IT manager approval.
Education
Master of Science - Computer Application
Guru Gobind Singh Indraprastha University
New Delhi 06.2004 - 06.2007
Skills
ITIL
Oracle PL/SQL
ServiceNow
Additional Information
Visa Status: FM2(Permanent Resident)
Timeline
Service Delivery Manager
Tata Consultancy Services
04.2016 - Current
Application Support Team Lead
Tata Consultancy Services
02.2012 - 03.2016
Application Support Analyst
Tata Consultancy Services
10.2007 - 01.2012
Master of Science - Computer Application
Guru Gobind Singh Indraprastha University
06.2004 - 06.2007