Service Delivery Manager Resume

SUMMARY:

Passionate about applying data science to solve business problems, and to acquire the right skills and techniques for it, I recently completed my full - time MS degree in Business Analytics.
I am now looking for a challenging technical / consulting role in data analysis / data science.
I also bring with me the perspective of a seasoned IT professional - with 10+ years of experience ranging from mainframe application development to project management (mostly for large clients in the banking / financial sector).

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Manager

Responsibilities:

Managed 15-member team to maintain 24*7 uptime of banking application used across countries - coordinating issue resolution across multiple support teams.
Release management of periodic country-wise application rollouts.
Reduced support cost by 30% while maintaining 100% service level by optimizing shift timings, cross-training staff across applications.

Confidential

Project Manager

Responsibilities:

Managed project delivery (incl. planning, requirements analysis, estimations, staffing, application dev/ testing/ deployment/ support).
Set up processes for Change Control, Issue & Risk Management, Quality Control, etc.
Front-ending with client leadership / business users for requirements-gathering and gap analysis.

Confidential

Senior Software Engineer

Responsibilities:

Responsible for design documentation, coding/testing (using COBOL, JCL) and review of mainframe applications.
Execution of batch/online enhancement and maintenance tasks adhering to SDLC processes.

Confidential

Software Engineer

Responsibilities:

‘On-call’ production support for mainframe batch cycles using COBOL, JCL.
Through client recommendations, earned TRW Star Award and TRW Excellence Award for continually exceeding customer expectations.