Ashokkumar S. V
chennai
Summary
20 years experience in Mainframe, Midrange & AS400 infrastructure Delivery. Currently serving as Service Delivery Manager for Mainframe Engineering, Operations, Production Control & Scheduling capability.
Robust background in managing Mainframe service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement.
Overview
20
20
years of professional experience
Work History
Service Delivery Manager
Tata Consultancy Services
01.2022 - Current
- Managing Mainframe infrastructure service delivery of CN Rail Account.
- Excellent Life cycle Management of Mainframe products, z/OS Systems,Production- Control batch & scheduling products.
- Mainframe Project planning framework, ensuring plans are developed and tracked to appropriate standards, integrated effectively.
- Active contribution in architecture governance calls for upgrading IBM,BMC,CA/Broadcom subsystem tools including ZOS, DB2, ESP Scheduler, CICS, IMS etc.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Streamlined operations for improved customer satisfaction and retention rates.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Developed and maintained knowledgeable and productive team of employees.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Coordinated new hire recruitment, training and development.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Supervised operations of 24/7 support staffed by team members.
Associate Manager - Service Delivery
DXC Technology (Formerly CSC India Pvt Ltd)
12.2009 - 12.2021
- Transitioned & Managed Mainframe infrastructure service delivery of Zurich and Toyota North America project.
- Remote transitioned & Managing AS400 and Midrange infrastructure service delivery of Zurich and Toyota accounts.
- Management of Mainframe products, z/OS Systems, Production- Control batch & scheduling products.
- Project planning framework, ensuring plans are developed and tracked to appropriate standards, integrated effectively.
- Active contribution in architecture governance calls for upgrading IBM subsystem tools including DB2, Tivoli Workload Scheduler, z/OS, CICS, IMS etc. Executed Operations scope activities.
- Experienced IT Industry Proficient in Mainframe Monitoring and Midrange monitoring tools and products.
- Hands-on and expertise in tools - CA7, TWS, OPC, Zeke, CTRL M, Jobtrac, Console Monitoring, Batch Monitoring, customer service support and service management.
- Excellent client / customer orientation and negotiation skills.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Drove operational improvements which resulted in savings and improved profit margins.
- Lead the team & initiated many internal small project for automating Operational activities.
- Configuring worksheet, involve teams, client and continuous development program to support quality upgrades per schedule.
- Professional expertise in Project Transition.
- Excellent interpersonal, communication and analytical skills.
- Exceeded goals through effective task prioritization and great work ethic.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Management of Cost optimization projects like CPP, LPI and analyzed data to identify opportunities for improvement.
- Executed career opportunities like upskill/cross skill program for Mainframe tower team.
Team Lead
IBM India Pvt Ltd
10.2005 - 12.2009
- Transitioned and Lead Pearson Technologies, Amerisourcebergen Corporation , Captial One accounts - Mainframe Operations
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members
- Instructed junior team members on protocols and procedures of each process to maximize contributions.
- Participated in cross-functional team-building activities.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Operational backup of his team members during emergencies and/or Severity calls
- Worked on Data Centre Migration project, document requirement traceability matrix & Transition.
Education
B.E. - Electronics and Communication Engg
Panimalar Engineering College (Anna University)
01.2005
Skills
- Leadership and teamwork
- Conflict handling
- Negotiation expert
- Effective listening and communication
- Automation knowledge
- Staff Management
- Strategic planning
- Technical problem solving
- Relationship building
- Client needs assessments
- Customer satisfaction
Accomplishments
- Awarded client satisfaction award for excellency in Mainframe Delivery
- Achieved Certificate & Business value Award for saving cost in MF environment
- Work Experience in Mainframe Datacenter environment.
- Awarded Customer Excellence award for meeting client satisfaction.
- Did successful Knowledge Transfer & transitioned 5 accounts to offshore.
- Awarded BRAVO and Champ awards Outstanding Performance in service delivery.
- Member of Mainframe Interview Panel.
- Member of Client Visit Team - Business Delivery.
Timeline
Service Delivery Manager
Tata Consultancy Services
01.2022 - Current
Associate Manager - Service Delivery
DXC Technology (Formerly CSC India Pvt Ltd)
12.2009 - 12.2021
Team Lead
IBM India Pvt Ltd
10.2005 - 12.2009
B.E. - Electronics and Communication Engg
Panimalar Engineering College (Anna University)
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