Sareng Surendranath

Service Delivery Manager @Kyndryl

London, GB

Plays a leading role in managing critical business platforms managing a workforce including Service Delivery Managers, Infrastructure specialists, supporting critical products for of users hosted on private (Denmark – Ballerup and Brondby) and public (Amsterdam, Singapore, Washington) clouds hosting ecommerce environments.•Developed and implemented ITIL-based service management processes, including incident management, problem management, change management, and release management•Setup governance processes with Executive Team and actively participates in all key Operations Governance calls, Operations Forum and the Incident Remediation Forum•Acts as an Escalation Manager and Decision Maker for IT Service Operational issues and Technology Towers to include Storage, SAN, Virtualization (VMWare), zLinux,Operating Systems (Wintel, RHEL, AIX), Databases (Oracle, SQL, DB2) multiple middleware technologies (Weblogic, Tuxedo, MQ, IIB, IIS, etc) and Mainframes for internal and external stakeholders.•Documents, promotes and updates knowledge items on IT issues across internal and external teams to ensure consistency and efficiency through robust, accurate and relevant IT workarounds.•Identifies and manages risks, trends and issues in Group IT to facilitate solutions and continuous improvement in line with Group Risk Strategy frameworks.•Experience in Agile/Scrum methodologies and tools such as Jira, Slack, GIT, SVN, Jenkins, Hudson, Ansible, etc.•Implemented ITIL service improvement initiatives, resulting in increased efficiency, reduced downtime, and improved service quality•Managed vendor relationships, including contract negotiations, performance monitoring, and service level compliance•Successfully leads the Delivery teams during priority incidents, planning of major changes/releases, RCAs, CritSits