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Gowtham S

IT Operations Delivery Manager

Bengaluru

15+ years of work experience

ITC Infotech
Jan 20233 yrs 11 mosPresent

Bengaluru

IT Delivery Manager, focusing on Incident, Change, and Problem Management. Demonstrated ability to lead cross-functional teams and enhance stakeholder relationships, fostering a collaborative work environment that drives project success. Adept at managing end-to-end IT service operations, overseeing Agile ceremonies, and executing strategic initiatives to improve efficiency and reduce costs. Proficient in leveraging tools like BMC Remedy and Solarwinds for service management, alongside expertise in project planning and operations management. Committed to achieving high standards of service delivery while aligning business needs with innovative IT solutions.
ITC Infotech
Jan 20233 yrs 11 mosPresent

T-Systems ICT India Pvt. Ltd.
Sep 20193 yrs 1 moSep 2022

Bengaluru, Karnataka, India

Oversaw daily operations for managed services delivery to mid-sized clients across multiple sectors. Facilitated root cause analysis and long-term solutions for major incidents. Improved customer satisfaction (CSAT) score from 82% to 95% under 12 months. Implemented automation in ticket triaging, reducing L1 workload by 40%.
T-Systems ICT India Pvt. Ltd.
Sep 20193 yrs 1 moSep 2022

Cognizant
Jul 20181 yr 2 mosAug 2019

Bengaluru, Karnataka, India

Led service delivery operations (L1.5 Team) with prominence in meeting client expectations and enhancing stakeholder relationships. Supervised service delivery teams, resolved conflicts, report directly to executive leadership, providing service updates, and improvement initiatives.
Oct 20152 yrs 10 mosJul 2018

Bengaluru, Karnataka, India

Specialized in Change, Incident, and Problem Management, with strong emphasis on Operation, Data Analysis, Process Improvement, Data Center Technical Support Management, Governance Risk and Compliance.
Tata Consultancy Services
Jun 20114 yrs 5 mosOct 2015

Chennai, Tamil Nadu, India

Mapping client requirements, coordinating, developing & implementing processes in line with pre-set guidelines. Engage on weekly/monthly client reviews, develop strong relationships. Managed Desktop Support, VMware Virtualization, Citrix Xen Desktop, acted as Critical Escalation Manager (CEM) ensuring prompt resolution.

Gowtham’s AI Stack

claude code
claude code
claude
claude
gemini
gemini
perplexity
perplexity
ChatGPT
ChatGPT
Gamma
Gamma

Education

Bharathiar University

Master's Degree, Computer Programming, Specific Applications

Bharathiar University

20152015
Bharathiar University

Computer Programming, Specific Applications

Bharathiar University

20112011

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Headline

IT Operations Delivery Manager

About

With 15+Years of Experience, Handled multiple projects across Globe, ensuring quality, efficiency, and customer satisfaction.Service Delivery Manager | Agile | PMP | Scrum Master | ITIL | Incident, Problem and Change Management | Driving Operational Excellence. Available to join in 15-20 days

Location

Bengaluru

AI stack

claude code

claude

gemini

perplexity

ChatGPT

Gamma

Work experience

Service Delivery Manager at ITC Infotech, Jan 2023 - Present · 3 yrs 11 mos, Bengaluru, IT Delivery Manager, focusing on Incident, Change, and Problem Management. Demonstrated ability to lead cross-functional teams and enhance stakeholder relationships, fostering a collaborative work environment that drives project success. Adept at managing end-to-end IT service operations, overseeing Agile ceremonies, and executing strategic initiatives to improve efficiency and reduce costs. Proficient in leveraging tools like BMC Remedy and Solarwinds for service management, alongside expertise in project planning and operations management. Committed to achieving high standards of service delivery while aligning business needs with innovative IT solutions.

Service Project Manager at ITC Infotech, Jan 2023 - Present · 3 yrs 11 mos

Project Lead at T-Systems ICT India Pvt. Ltd., Sep 2019 - Sep 2022 · 3 yrs 1 mo, Bengaluru, Karnataka, India, Oversaw daily operations for managed services delivery to mid-sized clients across multiple sectors. Facilitated root cause analysis and long-term solutions for major incidents. Improved customer satisfaction (CSAT) score from 82% to 95% under 12 months. Implemented automation in ticket triaging, reducing L1 workload by 40%.

Lead Technician at T-Systems ICT India Pvt. Ltd., Sep 2019 - Sep 2022 · 3 yrs 1 mo

Infra Tech Lead at Cognizant, Jul 2018 - Aug 2019 · 1 yr 2 mos, Bengaluru, Karnataka, India, Led service delivery operations (L1.5 Team) with prominence in meeting client expectations and enhancing stakeholder relationships. Supervised service delivery teams, resolved conflicts, report directly to executive leadership, providing service updates, and improvement initiatives.

Information Technology Specialist at Ericsson India Global, Oct 2015 - Jul 2018 · 2 yrs 10 mos, Bengaluru, Karnataka, India, Specialized in Change, Incident, and Problem Management, with strong emphasis on Operation, Data Analysis, Process Improvement, Data Center Technical Support Management, Governance Risk and Compliance.

Lead Engineer at Tata Consultancy Services, Jun 2011 - Oct 2015 · 4 yrs 5 mos, Chennai, Tamil Nadu, India, Mapping client requirements, coordinating, developing & implementing processes in line with pre-set guidelines. Engage on weekly/monthly client reviews, develop strong relationships. Managed Desktop Support, VMware Virtualization, Citrix Xen Desktop, acted as Critical Escalation Manager (CEM) ensuring prompt resolution.

Education

Master's Degree, Computer Programming, Specific Applications, Bharathiar University

Computer Programming, Specific Applications, Bharathiar University