Deepak Shivakumar

It Operations Team Lead
Bangalore, Karnataka, India
Services Delivery, IT Governance, Process Improvement
About
10+ years of experience in IT industry with knowledge of IT Governance which includes: Good working knowledge on ITIL framework based Service Delivery Management and Service Support functions like Release, Change and Incident Management. Quality Assurance, Project Management and Service Management process consulting experience.
Talents
Work Experience
IT Operations Team Lead
Accenture Services Pvt. Ltd
Full Time Aug-2013 To present 11 years 8 months
Responsibilities
  • Service Delivery Management –
    • Maintain SLA documents.
    • Building and maintaining relationships with customers, peers and support partners
    (Vendors).
    • Provide SLA/KPI reports to stakeholders and management.
    • Process/Service Transition including testing and resource training.
    • Develop and maintain new process document.
    • Managing resource escalations to minimize impact.
    • Involved in Service Level Agreements.
    • Assess requirements inorder to provide Service Acceptance.
    • Maintain resources roll-on and roll-off details for projects.
    • Handling exit process for the reportees.
    • Perform annual performance review and provide feedback for reportees.
    • Involved in annual moderation process for the team.

    Release and Change Management (Individual Contributor role) –
    • Documenting Change and Release process.
    • Own the Release Management lifecycle which includes scheduling, coordinating and the management of releases across the enterprise for multiple applications.
Achievements
  • • Awarded “Shining Star” for the FY14-Q4 – Awarded in the individual category for introducing new & enhancing existing process, while maintaining high quality standards.
    • Recognized through Recognize Performance Program and was awarded 100 CP points which is equal to Rs.1500/-, for winning the client trust & exceeding the expectation in service delivery in Change Management area.
Education
Bachelor of Business Management
Basavakalyan Engineering CollegeVisvesvaraya Technological University
2002-2005
Extra-Curricular Interests

  • Cricket

  • Snooker and Long Drives

Profile Snapshot
Deepak is based out of Bangalore & has studied Accounting and Management, BBM-Bachelor of Business Management from Year 2002-2005 in BEC-Basavakalyan Engineering College, Visvesvaraya Technological University.
Deepak Shivakumar is Skilled in Services Delivery, IT Governance, Process Improvement and other talents.