Headline

Delivery Director @ NTT DATA North America

About

At NTT DATA Services, my stewardship in delivering IT services has been marked by a commitment to quality, efficiency, and customer satisfaction. With expertise in IT infrastructure project management and ITIL service strategy, my role as Delivery Associate Director encompasses overseeing global client services across diverse domains. The success in my current role builds on a foundation of delivery operations mastery, where effective account management and service management are paramount. Collaborating closely with teams, we deliver solutions that align with our clients' business objectives, driven by an ethos of continuous improvement and the pursuit of innovation in IT operations.

Location

Bengaluru

Work experience

Delivery Director at NTT DATA North America, Feb 2025 - Present · 1 yr 5 mos, Greater Bengaluru Area

Delivery Associate Director at NTT DATA North America, Apr 2020 - Feb 2025 · 4 yrs 11 mos, Greater Bengaluru Area

Senior Advisor, Delivery Management at NTT DATA North America, Aug 2017 - Mar 2020 · 2 yrs 8 mos, Noida, Uttar Pradesh, India

Service Delivery Manager at IBM, Dec 2015 - Aug 2017 · 1 yr 9 mos, Bangalore

Business Recovery Manager at IBM, May 2015 - Aug 2017 · 2 yrs 4 mos, Bangalore, India

Major Incident Manager at IBM, Mar 2011 - May 2015 · 4 yrs 3 mos, Bengaluru, Karnataka, India, • Ensuring Major Incidents (Severity 1 /2) are logged, progressed, updated, authorized, expedited appropriately and resolved within the scope of the Service Level Agreement. • Using MIM experience to pro-actively support the management of High Severity Incidents. • Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties • Issuing timely communications during the progress of a Major Incident. • Identifying appropriate timelines and targets for recovery actions, feedback and communications. • Assessing and Agreeing Business Impact and Incident Severity Level. Considering if Disaster Recovery or Business Continuity Management engagement is required. • Ensuring that appropriate internal escalation occurs. • Ensuring that appropriate third party escalation occurs. • Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration. • Highlighting risks and issues in actions identified during any Major Incident Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced. • Suggesting workarounds and methods of speeding up the recovery of an incident Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down. • Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. • Participating in Post Incident Review following successful recovery. • Ensuring actions from Post Incident Reviews are addressed or registered as risks or issues. • Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed. • Maintaining the Major Incident Management process • Reviewing and updating process documentation. • Ensuring that key support inform

Customer Care officer at Convergys, 2004 - 2006 · 2 yrs

Education

Operational Excellence for Leaders Programme, Operations Management and Supervision, Indian School of Business

Higher Secondary, Bishop Westcott Boys' School