Professional Documents
Culture Documents
CV Sudarshan Updated V4.1.5
CV Sudarshan Updated V4.1.5
SUDARSHAN
E-mail: mathpatidarshan@gmail.com
Contact# +91 900 030 1119
14+ Years of Experience in End User IT Infra & IT Services, Outstanding Communication skills,
Excellent in Incident Management, Escalation Management, Vendor Management, IT Recruitments &
HR Operations ,Ability to manage multiple teams
Career Objectives
To become part of a challenging organization that provides opportunities for personal and professional development
in the field of Information Technology & Information Systems with active interest in the field of IT Infrastructure
Service Management that involves, Incident Management , Change Management , People Management, Recruitment,
onboarding and Vendor Management , and escalation management
Experience Summary:
Total 14+ Years of IT Experience in reputed Pharma Organization ~ Dr Reddy’s Laboratories Ltd.
Incident Management, Escalation Management, Resource Management, Team Management , Vendor
Management, Responsible for Managing IT / WPS services as per SLA and KPI, Minimum escalations and TAT,
Implementation of Processes, Providing Effective inductions, Training sessions, Recruitment of System
Engineers, and Preparing Technical SOPs
4 Months as IT Service Manager
10 Years in IT Operations as Team Lead,
3 Years 6 months ~ As L1 and L2 System Engineer,
Experience Details:
IT Service Manager
[April 2022 – Till Date], DXC Technology [Fidelis Corporate Solutions Pvt Ltd], Location
~Hyderabad
Core Competencies
ROLES AND RESPONSIBILITIES AS SERVICE MANAGER
Incident management
Daily Cadence call with all Capabilities for open incident Review
End to End incident management , review of incidents with multiple stake holders
Review of Ageing incidents / service requests , Timeline definition for closure of aged
cases
Quality Audit for log notes of Critical / Major incidents
Planning incident reduction & MoM
Change Management
Change Request Review and Approvals
Follow up with action owners of
Service Management
Ensuring the immediate service restoration, Engaging all the stake holders responsible /
accountable for Service Restoration
Vendor Management
Monthly Review with all vendors
MoM Creation and Tracking open points
ROLES AND RESPONSIBILITIES DURING WPS AND EUS TEAM / SITE LEAD [KPA] [10 YEARS]
Escalation Management
Team Management
Vendor Management
Operations Management
Process Management
Quality Management
Responsible for Managing IT / WPS services as per SLA and KPI
Responsible for Minimum escalations and TAT
Responsible for enabling teams’ strength in terms of technical and operational
Effective inductions along with Training sessions
ESCALATION MANAGEMENT
Review of pending Escalations and tracking till closure with active follow-up for closure for
pending cases
Meeting end users and assuring the closure of the escalations,
Sensitizing team to avoid escalations
Educating user on SLA and Escalation Matrix,
TEAM MANAGEMENT
Managed and supervised a team of 50+ Resources (4 agents as service desk for Call Logging),
ensuring optimum performance.
Actively involved in client calibration to resolve escalated issues and actively involved in
sharing the technical updates.
Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly &
monthly basis in adherence to the pre-set standards.
Appreciation program, Creating and sustaining an environment that fosters development
opportunities and motivating the employees for enhancing the existing performance levels.
Conceptualizing & developing need based training modules for developing multi skilled work
force for cross utilization within sub processes for optimum efficiency.
VENDOR MANAGEMENT
Monthly Review with Vendor Service Delivery managers
MIS Review
Validating open points and set the expectations
Validating Monthly Reports from SLA prospective
Repeated call Analysis for problem management
Preparing MoMs
OPERATIONS MANAGEMENT
Creation of Technical SOPs for the Team
Forecasting workload and scheduling staff to meet anticipated workload within scheduled
turnaround time thereby enhancing efficiency.
Interacting with clients through meets, e-mails and daily Conference Calls to review and resolve
operational issues, new implementations, new process & procedure changes.
Preparing RCA and MoMs
Preparing POA for the tasks and assignments given
Leave Management
Recruitment ,Excellent in package negotiation
Hands on experience in hiring quality resources for the project, Recruiting, System Engineers
L1 and L2 capable for Desktop Support team, Selecting and monitoring a team of associates,
thereby ensuring optimum performance.
KPI Measurement
SLA Monitoring
Team Encouragement through rewards and recognition
PROCESS MANAGEMENT
Monitoring overall functionality of site processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
Mapping client’s requirements and coordinating in developing, implementing and transitioning
processes in line with the guidelines specified by the client.
Creating & implementing workflows to facilitate structured support in all areas and issues.
Overseeing process improvement initiatives through system changes, process re alignment/
redefining & efficiency management.
Reports sharing to the top management and maintaining the agreed SLA & thereby focusing on
maximizing Customer Experience while optimizing costs.
QUALITY MANAGEMENT
Generating CSAT/DSAT Customer Satisfaction Reports and analyzing of the Dissatisfied
Customer Comments and provided feedback to the Agents, as corrective action.
Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering
to the SLAs and work processes and thus managing cost-effective operations.
Reviewing closed calls and taking feedback from End users to understand the service quality
and ensuring the required implementation , VOC Analysis , POA for positive and better
results
Actively involved in providing advice and guidance to the Research and Analysis team for better
solutions based on survey polls.
Interaction with the end users on CSATs and DSATs
Improving the quality of service by analyzing average call handling time of Engineers and
encouraging them to implement,
Providing Training of best and effective practices
Roles and Responsibilities during IT Desktop Administrator ~ CS HOD [5 Years – June 2003 to April
2008]
Finalizing the Syllabus
Monitoring Syllabus by weekly meeting
Aligning Teachers for Examination and Mark sheet preparation
Technical support to Team members
Installation and configuration of Desktops and Network Printers
Recruitment of CS teachers every academic year
Roles and Responsibilities during CS Instructor and Lab Admin [Jan 2001 – April 2003]
Taking Classes on Windows , C , C++, HTML, VB Script , MS Office, MS Access
Examination , Evaluation and Certification
Configuration and Installation of OS and Network Printers , Scanners and other network devices
Supporting Students to fixing bugs in c programs
Personal Attributes:
Empathy towards End Users escalations, Awareness on business needs, Communicative,
Technical expertise, Comprehensive problem solving abilities, Ability to work in a team
environment and to work well under pressure, willingness to learn quickly.
Strong analytical, problem solving and organizational skills, highly motivated, focused,
hardworking and result oriented individual.
Technical Knowledge
ITIL V3 Foundation
Active Directory services 2003, Network Switches and Routers Management,
ITSM
DHCP, DNS, FTP, VPN, Backups,
Operating Systems worked with: Win 95, 98, ME, 2000, XP , Windows 7 , Win 8 and 10 Prof,
Windows 2003 Server R2, Windows 2008 R2 ,
Power Shell Scripting
MS Office 2003 to 2013, MS Lync, Skype for Business 2016
Programming Languages : C , C++ & HTML
Personal Details
Father’s Name: Nandeppa
DOB: 27-08-1979
Marital Status : Married
Hobbies:
Watching: Sports and Movies
Reading: Best Seller Books,
Playing: Chess & Carom board,
Passion: Cooking and Singing
Current Address: C/O Sri Sher Singh, H.No. 25-32/1/D/1, Mallikarjun Nagar, Ramachandra Puram,
Beeramguda Kaman, Hyderabad 502032
Declaration,
I hereby declare that the above provided details are true to the best of my Knowledge.
Date: Sudarshan