Shivakumar Manickam Email & Phone Number

Bengaluru, Karnataka, India

Chennai, Tamil Nadu, India

Chennai Area, India

 Service Delivery Management including Client Communication, Operational Delivery Reviews to ensure reliable and consistent service delivery to all Internal and External Stakeholders. Managing Service Delivery as per Contractual Service Level Agreements (SLAs and OLAs) by analyzing and addressing Service shortfalls, Service vulnerabilities, End to end service risks and driving improvements Ensure all processes and procedures are documented for various audit processes such as PCMM, PCI, ISO, ISMS and BCMS audits Handling Stakeholder meetings within service operations and reviews Managing Monthly, Quarterly and Half-yearly business review meeting with all Internal and External Stakeholders Managing Business continuity plan by conducting periodic meetings and assigning responsibility, performing drills, educating employees and being vigilant  Entrusted with the responsibility of handling end to end service delivery and managing all operations for a prestigious client.

Bengaluru Area, India

 Defining SLAs, Targets and Service Delivery models for customers and vendors Ensuring all Standard Operating Procedures are followed and financial targets for the company are achieved Creating an SOP (Standard Operation Procedure) documents and training materials for the project  Frequently interact with the internal and external stakeholders to resolve issues and ensure satisfaction and thereby maintain good rapport and top-class service Identifying process improvement opportunities and expanding the scope of operations for final value addition to end customers Conducting meetings with team members, identifying specific training needs and resolving escalated disputes and conflicts Coordinating with senior management to get sign-offs for process improvement initiatives and risk & compliance team for audits

Chennai Area, India

Attained fast-track promotion through a series of increasingly responsible positions. Experience in analyzing the incident, engaging the right team for resolving the issue and updating Service Now Ticket.  Working with various Teams/tools for ensuring an end to end Process is followed until the order is handover to the operations team Creating a knowledge base articles for the reoccurring issues and interacting with the L3 engineers  Implementation and troubleshooting of various switching issues related to VLANs, VTP, STP, Port security, ether channels, Inter-VLAN routing To keep customers informed on incident/change status and progress as per defined norm or service level requirements Conduct PIP training and Cultural training for the CSR’s Spearheading and effectuating accurate, qualitative service delivery norms within agreed upon key performance indicators and service level agreements