Kethu_Technical Service Manager
- 1. Kethu Sreenuvasulu Reddy Email ID: kethureddy78@gmail.com Mobile number: 91-7760777000 Professional Synopsis ⇒ A logically strong & stable professional with over 14 years of experience in managing multiple customers’ expectations in Global IT environment, technical teams, risk handling, cost and quality delivery.- Infrastructure Management. ⇒ Presently working with IBM India Pvt. Ltd. as a Technical Service Manager for Commercial(Public & Communication's Sector) Account’s in Production Environment. ⇒ Possess good interpersonal skill and knowledge of modern concepts of ITIL framework and project management techniques viz. Service Support, Service Delivery, Security and compliance. ⇒ Diverse experience of working on multiple technologies & platforms to leverage the underlying potential in the Unix, Oracle, MS-SQL Database and Infrastructure Domain's. ⇒ Managing client escalation, incident management and process management for the client. ⇒ Knowledge in driving business operations with ROI accountability. ⇒ An effective leader with proven abilities in leading teams during the project phase, recruiting and training team members and enabling knowledge sharing among the team. ⇒ A keen communicator with exceptional analytical and relationship management skills. ⇒ Honed analytical abilities for interpreting internal/external business operational issues and recommend best practices. ⇒ Getting new business opportunities to ramp up the process. ⇒ Project Management activities including preparation of technical documents, resource and task scheduling, change management, manpower deployment, workload Analysis and team meetings for reviewing progress of the project. ⇒ Service Delivery Management for across geographies accounts in database competency. ⇒ Project Management activities including preparation of technical documents, resource and task scheduling, change management, manpower deployment and team meetings for reviewing progress of the project operation ⇒ Conduct feasibility-study for undertaking new projects and prepare reports for the same. ⇒ Extend technical support to the pre-sales team during negotiations with the client. ⇒ Ensure compliance with Quality specifications during study and transition state. ⇒ Proficient in analyzing and translating business requirements to technical requirements and architecture Career Highlights 15th May 2012 – Till Date: IBM India, Bangalore, India Technical Service Manager for Public & Communication Sector Accounts. Scope: Working as a Technical Service Manager and handling delivery of multiple clients in IST framework for Infrastructure support. Currently handling 42 repotee's under UNIX, ORACLE DBA, MS-SQL and Communication Technologies. Scope of work is as given below in current role:
- 2. Responsibilities: ⇒ Managing SLA for existing clients which is in Study State. ⇒ Successfully Completed three transitions from US to INDIA belong to my organization. ⇒ Performing Transition for New Client coming under in my delivery-Future State. ⇒ Delivery Excellence for existing accounts. ⇒ Performing IST model for dedicated resources to work for one dedicated client ensuring client satisfaction. ⇒ Performed GDF Framework for shared resource to work for different client to increase efficiency and cost reduction. ⇒ Develop and monitor project schedules and -- timelines to identify and meet critical mile stones. ⇒ Provide DPE/PE single point of contact and be the advocate between Service Delivery and the DPE/PE/Customer ⇒ Drive/Manage service quality and improvement of service delivery processes ⇒ Provide technical support and participate in the Change Control Board and/or change control process ⇒ Drive/participate and coordinate audit readiness and GSD331 compliance for delivery ⇒ Drive/participate and coordinate crisis management ⇒ Handling Projectized work related to RFS Activities. Focus on Delivery Quality ⇒ Drive/ manage service quality, performance - own service quality for service provided by the delivery organization. ⇒ Provide the necessary reporting to control the delivery to the DPE. ⇒ Monitors service-delivery performance with established governance. ⇒ Plans, facilitates & coordinates service improvement measures (SIPs). ⇒ Participate in technical proposal preparation and submit to DPE for review and approval. Focus on Efficiency ⇒ Drives productivity in coordination with service lines ⇒ Continually identify and assist the DPE on ways to reduce cost delivering the services and improve quality. Compliance ⇒ Drive/participate and coordinate audit readiness and GSD331 compliance for delivery. ⇒ Experience and understanding of IBM Internal business controls as well as those standards relating to any customer contracts or agreements. E.g. CIRATS, CWP (Creating Winning Proposals) etc. ⇒ Must have demonstrated a good understanding of account business controls requirements (e.g. GSD331, Process compliance). Client Satisfaction for Service Delivery ⇒ Understand client requirements, business opportunity identification, guidance, support and closure. ⇒ Own service quality for service provided by the delivery organization. ⇒ Ensure continuous communication & coordination with client (if required) ⇒ Drives productivity in coordination with service lines.
- 3. ⇒ Ensure positive client satisfaction and client relationship is maintained for service delivery. Since July 2009 to May 2012, worked for HCL Technologies, Hyderabad as a “Senior Systems Specialist“ on Unix (Linux) platform. Primary Roles and Responsibilities: Supporting the Microsoft Xbox Property so called as MS ECN which is a new Technology based on Cloud computing. This is something related to Grid Tech and Virtualization. All the Xbox websites are hosted on Cloud computing Tech which works on Unix platform which are 3 to 4 node in a Cloud, the user can hit any of the node which is reachable. The Xbox nodes are monitored using Netsaint and Gomez web tools and escalate the issues to the core team in Redmond, UAS. Uploading the clients data links in the cloud computing are done on pre-caching nodes using pre- caching predefined web tools which are under Edge Computing Network (ECN). Creating and resolving host based and pre-cache based tickets on Unified Ticketing System (UTS). Since September 2008 to July 2009 worked for “Network Solutions Pvt. Ltd (An IBM Company)” as a “Member of End User Services”. Primary Roles and Responsibilities: Worked as systems Administrator under Mobile Device Engineering (MDE) Department on Linux platform at Motorola India Pvt. Ltd, CV Ram Nagar, Bangalore. Primary role was, worked on BMC Remedy Tool Ticketing System to resolve host and user issues running on Linux platform under MDE Department. Configuration and maintain Android Servers on IBM Hardware. Installation, maintain and troubleshoot Rational Clearcase version 6, 7. Create and Maintain users accounts, Quotas under MDB and Non-MDB Department, Since Since March 2002 to February 2008 worked for “ Pannasastra University of Cambodia” as Unix system Administrator. Primary Roles and Responsibilities Manage entire IT systems System administration on Windows 2000 and Unix servers User administration Ensure daily backup taken and frequently test the data integrity Manage File and Print server Manage email server Manage Internet server Manage Library database server, book store server, billing server `- all are on SQL server. Samba server to integrate with Windows and Linux servers Other project implementation during my tenure Email server installation projects Implement security to IT network systems Provide backup and restore solutions Proxy servers implementation Troubleshooting services Installation and configuration of DNS,DHCP,NFS,NIS and other networking services on Linux platform RAID Configurations like RAID 0, RAID 1, RAID 5 Oracle 10g Installation and creation of database. Academia 2006 Master of Science in Information Technology MSc (IT) from Bhoj Open University, Bhopal 2002 Bachelors Degree in Commerce B.Com From Dr. BR Ambedkar Open University, Hyderabad.
- 4. 2000 PGDCA in NIIT Certifications Certified SUN Solaris 7 Red Hat Certified Engineer (RHCE) v5 ITIL V3 Certified Personal Details Date of Birth: 28 June 1978 Permanent Address: 27/II/125, Ramalayam Street, Balaji Nagar, Nellore-524002, Andhra Pradesh. PS: References available upon request.