Ravindra Dubla

About Ravindra Dubla

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Experience

1. Service Delivery Manager

   Reliance Retail

   Sep 2022 — Present · Navi Mumbai, IN

   Technology Infrastructure Services: Managed delivery processes and delivery teams, including third-party vendors, to ensure seamless technology infrastructure services across retail stores PAN India for Reliance.•Service Desk Operations: Oversaw daily ServiceDesk operations to ensure timely and efficient resolution of issues and requests, minimizing disruptions to business operations.•Incident Management: Directed incident management processes, identifying, prioritizing, and resolving critical issues to reduce downtime and business impact.•Root Cause Analysis (RCA): Validated RCA reports for all critical outages before submission to stakeholders, ensuring accuracy and actionable insights.•Business Escalations: Acted as Tyco\'s escalation point for resolving key issues, conducting reviews, and driving permanent solutions.•Problem Management: Led the problem management lifecycle, including root cause investigations and implementing preventive measures to avoid recurrence.•Change Management: Implemented and managed change management processes to minimize service disruptions while maintaining compliance with internal and external policies.•Performance Metrics: Developed and monitored key performance indicators (KPIs) to assess and enhance service delivery performance.•Compliance & Audit: Conducted regular assessments and audits to ensure compliance with service level agreements (SLAs) and identified areas for improvement.•Process Documentation: Maintained and updated support process documents, ensuring quarterly reviews with IT management for continuous improvement.