SUDHAKAR KAKINADA

Curriculum Vitae

IT SERVICE DELIVERY & OPERATIONS MANAGEMENT

PROFESSIONAL

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SUDHAKAR KAKINADA
Email: sudhakarkakinada.in@gmail.com Mob: +971 558290542
IT SERVICE DELIVERY MANAGEMENT | IT OPERATIONS | IT PROJECT MANAGEMENT | INCIDENT MANAGEMENT

PROFILE SYNOPSIS

Assiduous and detail oriented IT Manager with 18+ years of experience and documented success of
executing IT Service Delivery Management, Service Desk, Incident and Problem Management, Escalation
Management , IT Service Operations, Planning & Provisioning of Schedule, Resources & Team Management.

Solid industry exposure in Voice, Video & Unified Communications related technologies, with
experience in design and delivery of leading edge solutions that cater to the customers
business outcomes; by enhancing the performance of associated tasks while reducing the
effect of constraints.

Proven ability in Project Delivery Management involving Initiation, Requirement Finalization, Project
Scoping, Planning (Estimation, Scheduling & Milestones), Quality & KPI, Execution Control and Delivery
within agreed timeline and designed Quality.

Results oriented professional recognized for taking major initiatives, adapting to rapidly changing
environment / technologies and resolving mission critical issues. Ensured continuous interaction with the
customers to make sure that area of concern can be worked upon for improved service levels with a
business focus.

Detail oriented, observant and great problem solver. Respected and seen as a technically astute, visionary
thinker & lead by example manager, and proponent of empowerment and accountability. An effective
communicator with exceptional analytical, technical and negotiation skills.

CORE COMPETENCIES

IT SERVICE DELIVERY MANAGEMENT

Project Delivery
IT Support
Management Service Delivery

Technology
Improvement
initiatives

IT Service
Delivery
Coordination

Problem /
Incident
Management

Leadership &
Team
Management

CAREER CONTOUR
K.Sudhakar & Associates, Bhopal, India
Project Delivery & Service Manager (Sep 2011 Dec 2014)
Siemens Enterprise Communications Pvt. Ltd., Bhopal, India
Manager Customer Support (Oct 2005 Aug 2011)
SS Infosolutions, Pune, India
Business Consultant (Feb 2004 Oct 2005)

FUNCTIONAL EXPERTISE & ROLES APPLIED

Serving as a single point of contact for service delivery for all Service lines/Technologies and managing
related communications effectively with stakeholders and end customers while ensuring customer
satisfaction and positive customer relationship with a Business Focus.
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Managing control & coordination of overall service delivery including the plan, schedule, deliverables,
change, incidents, problems and risks in line with mutually agreed SLA`s.

Conducting status meetings & provide progress reporting to executive management, ensuring that the set
deadlines are met with minimal business impact, if any.

Managing minimum disruptions to ongoing business operations through careful planning and task
management.

Regularly interlocking with customer to address any issues in delivery, to act as a bridge for new
requirements and monitor service delivery performance with established governance.

Coordinating with senior management to discuss process improvements for productivity gains as well as
monitor service delivery performance.

Engage in generating revenue for organization through a range of services aimed at enhancing service
operations as well as promoting product enhancements.

Continually identify ways to reduce cost of delivering the service and improve service and value adds to
customer.

Planning, executing, monitoring and reviewing ongoing projects / service management, delivery
management for technical deliverables of concurrent projects.

Ensuring compliance with documented operations management practices and procedures specifically for
problem, change, incident management and request for service processes by implementing the ITIL
principles.

Driving and managing service quality and improvement of service delivery processes and review service line
performance (holistic view) and devise improvement plans as required.

Defining escalation / response / resolution time for reported problems on the basis of criticality/priority;
resolving support / operational issues.

Maintaining MIS for all phases and reporting project progress to the client; meeting deadlines without
compromising quality norms.

Ensuring compliance to quality parameters across various services to enhance client satisfaction through
qualitative service delivery.

Participating in service status meetings of the delivery organization & providing a holistic view of the
services delivered to the customers with related facts & figures.

Analysing Service Level agreements for trends, financial impacts, and customer satisfaction and to assist in
mitigating risks.

Monitored performance, competency levels and career growth of employees to maintain attrition within
permissible limits.

Maintaining business continuity through identification/ mitigation of risks and maintenance of updated risk
register.

PRECEDING ASSIGNMENTS
HCL Infinet Ltd., Mumbai, India
Senior Engineer Customer Support (Oct 1998 Jan 2004)
Bee Electronics Ltd., Bhubaneswar, India
Technical Support Engineer (Oct 1997 Sep 1998)
Satyam Electronics, Cuttack, India
Customer Support Engineer (Dec 1995 Sep 1997)
Jaybee Equipment, Bhubaneswar, India
Customer Support Engineer (Aug 1994 Dec 1995)

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CAREER HIGHLIGHTS

Recognized for outstanding work across deliverables with the following

Merit Reward in year 2008 for exceptional overall performance

Loyalty Bonus for the years 2006, 2007, 2008

Played a stellar role in helping the company surpass the set Service Revenue Targets consistently for Five
consecutive years after the formation of a Bhopal Region.

Introduced and implemented a 5-year AMC contract renewals with the credit of being the first to sign 5
such contracts in the region with yearly advance payments; eliminating revenue losses due to contract
renewal process-delays from the customer side.

Successfully formulated and implemented customer-oriented schemes, for increase in the Revenue-perCustomer through the targeted Product-Enhancements.

Distinguished efforts in implementing

Service Desk for Bhopal Region for taking care of Incident Management, Problem Management &
Request Fulfilment.

More than 120 numbers of Video Conferencing systems for various customers across different
Business verticals in Bhopal Region.

Several ISDN / IP based Communication Systems at Northern Coal Fields, Western Coal Fields,
Ordinance Factories, K.S.Oils, Railways, and Govt. & Private Hospitals, Police Head Quarters and
Banks etc.

Networking & Integration of Siemens H4000 EPABX systems at Indian Railways, Bhopal, Itarsi,
Jabalpur, Katni, Guna, Ratlam & Kota.

Successfully planned & implemented the Installation of 67 Numbers of Polycom Video conferencing
systems for National Informatics Centre across all the Districts of Madhya Pradesh & Chhattisgarh

The project got completed in a record time while breaking all earlier benchmarks.

Successfully installed Call Centre (ACD) at HDFC, Pune.

Installed various Ericssons MD110 & BP250 EPABX Communications Systems at M&M Nasik; Pune Municipal
Corporation; Emcure Pharma, Pune; Deenanath Mangeshkar Hospital, Pune, etc.

ACADEMIC CREDENTIALS

Electronics & Communications Engineer - Institution of Engineers ( India ) in 1994

TRAININGS & CERTIFICATIONS

ITIL Expert Level Certification in IT Service Management ( 2014 )

ITIL Foundation Level Certification in IT Service Management ( Version 2 in 2006 )

CompTIA Project+ Certified ( 2011 )

Cisco Certified Network Professional Voice Certified ( 2013 )

SIP School Certified Associate , SSCA Certified ( 2012 )

Cisco Certified Network Associate Security Certified ( 2012 )

Cisco Certified Network Associate Routing & Switching Certified ( 2012 )

Polycom Qualified Pre-Sales Representative ( 2008 )

D-Link Active Networking Practical Training Programme at D-Link, Goa (2007)

CCNA (Routing & Switching) training at Cisco Networking Academy, CRISP, Bhopal (2011)
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CCNA (Security) training at Cisco Networking Academy, CRISP, Bhopal (2012 )

CCNA-Voice, CCNP-Voice, at Networkers Home (Cisco Learning Partner), Bangalore (2013)

Attitudes in communications & Persuasion Skills conducted by Siemens, Mumbai

Winners program conducted by Human Potential & Development, Bangalore

PERSONAL DOSSIER
20th August 1970

Date of Birth:

Languages Known: English, Hindi, Telugu and Oriya

Nationality:

Indian

Driving License:

Valid Indian

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