1. Kishore Kumar Mobile: +91-9844938893
Email: kishorekmr777@gmail.com
SUMMARY
 Over 8 years of extensive work experience in IT services industry that includes – Network
Operations, Service Desk Operations and IT service transition.
 Worked as Service Delivery lead for over 8 years in IT service industry including Network
Operations and IT support.
 Have been actively supporting transitions of various IT services/ support projects including:
Network support transition, Service Desk/Contact center migration, Configuration
management database update projects and ITSM Application based projects.
 Worked in tandem with ITIL based processes and standards such as - Incident, Problem and
Change management.
CORE COMPETENCIES
 Service Delivery.
 Transition Management.
 Team and process management.
 ITIL Process: Incident Management, Problem Management and Change management.
 Process Quality management and SLA compliance.
WORK EXPERIENCE - Current Employer
Since May 2013, NTT DATA
Designation: Principal Delivery Consultant.
Overview: As a Principal Service Delivery Lead supporting Network Operations Team, I am responsible to
ensure that all deliverables are liaising with the project requirements and SOW/ contract signed with the
customer. Focus on achieving SLA targets and ensure Process compliance. Always be keen to build and
maintain stake holder relationship and customer satisfaction. Ensure escalations are handled and timely
response is provided to customer queries.
Roles and Responsibility as Service Delivery Lead:
 Build, develop and lead a real time capability accountable for the management of daily service
levels.
 Manage the delivery and allocation of skilled resource across the India, to ensure that service
targets are achieved in the most cost effective way, while delivering an exceptional client
Experience.
 Provide consistent communication between the Real Time Team, Operational Team Managers
and Site Leaders, so that any service issues are highlighted, recommendations made and targets
achieved through sensible negotiation and prioritization across the Operation.
 Manage on the day and short term off line requests, while still achieving Service Level targets. To
complete measurement and analysis of key data to ensure that trends are understood and
proactively highlighted so as to aid decision making and drive positive change to enhance service
delivery.
 Effectively communicate information and data to all parties involved across the business, being
able to influence decision making based on solid data and analytics.
 Identifying and understanding issues faced and taking corrective action to meet service level goals
or to increase productivity. Chair daily meeting with Operations team to review performance,
forecast accuracy and sickness levels and to devise an action plan as necessary for the current
day/week.
 Facilitate and implement solutions with the rescheduling and optimization of exceptions, to
minimize impact on the floor and to mitigate hotspots and maximize availability.

2.  Ensure efforts are captured and work towards improving the efforts utilized by each individual
supporting the project.
 Propose future process enhancements and build strong customer relationship.
 Provide daily leadership of NOC Tier 1&2, including supervision of all NOC personnel, managing
task assignments, and scheduling resources.
 Establish and maintain processes for prioritizing workflow complete with escalation paths to ensure
that site issues are dealt with promptly.
 Monitoring outages and Managing Outages deemed to have a major or higher severity.
 Primary point of contact for all incidents, supervising escalations and intervening where procedure
deviations have occurred.
 Establish and maintain standards for configurations and firmware as they apply to all components
of the data networks.
 Ensuring that staff completes all assigned tasks in a timely manner and keep all data recorded and
updated.
 Ensure SLA for incident response and resolution are met.
 Liaise with the Customer as focal point for all high priority & major incidents reported.
 Represent the team while leading a Sev1 and Major incident.
 Providing technical direction and coordination to the resolver groups involved.
 Providing appropriate inputs to the Change management, problem management process, RCA
preparation.
 Experience of working within an ITIL framework and processes with successful outcomes within a
large scale global service management environment.
 Managing the Change Request Queue, ensuring all Request for Changes (RFCs) are logged,
classified and prioritized correctly in collaboration with the initiator,
 Prepare for Change Advisory Board (CAB), issuing the agenda and forward the schedule of
change prior to the CAB.
Previous Employer
September 2010 – April 2013, Dimension Data, Bangalore.
Designation: Network Consultant.
Overview: Network Consultant for Global Network Operations Team that comprises of over 50
clients for New Zealand & Australia.
Roles and Responsibility as a Network Consultant:
 Build client relationship by seeking improvement plans and represent Dimension Data as a
company which strives to provide high quality deliverable to its customers in all situations.
 Ensure SLA adherence and constantly work towards process quality enhancements.
 Provide leadership and guidance to team members which includes - analyzing and working
towards improvement of individual team members SLA and process adherence, knowledge
transfer and coordinating with higher level management that includes global deliver managers
as and when required.
 Ensure SOW is followed strictly and team is compliant with the process policies.
 Help suggest methods to increase productivity of individuals by working with Leads.
 Proactively forecast business implications and process flaws in order to avoid larger business
impact in future.
 Work with various teams in order to Prepare Business Continuity Plan to support business
during outage.
 Improve the technical and operational procedures and processes on regular basis
 IT asset management, Incident Management, Change Management and Problem
Management,
 Resource Hiring and maintaining ITIL process quality and implementation for all new projects.
 Single Point Contact for all Uptime and Insite Clients.
 Call logging. Incident management and Event Management
 Pro-active progress monitoring of Client Network Devices and escalation

3.  Customer communication
 First Level Diagnosis to the Incident logged and providing resolution.
 Problem dispatch including third party initiation
 Diagnosis Handle escalations and work with the team to obtain RCA.
 Improve the technical and operational procedures and processes on regular basis.
 IT asset management, Incident Management, Change Management and Problem
Management.
 Resource Hiring and maintaining ITIL process quality and implementation for all new projects.
Technical Responsibilities:
 Managing and Monitoring LAN, WAN and VoIP networks for Dimension Data clients.
 Provide support primarily for Cisco data and voice devices installed at different client
locations.
 Troubleshoot 1st line routing, switching and IP phone issues on the client network.
 Implementing the Change requests (CRs) raised by clients.
Work closely with engineering team to Plan and implement IT changes during scheduled and
approved change windows.
Previous Employer
July 2009 – August 2010, Aditya Birla Minacs, Bangalore.
Designation: Technical Analyst
Overview: Remote IT supports Via Calls and Chat
Roles and Responsibility:
 Providing technical resolution for laptop, desktop & Wireless for Apple products.
 Configuring Network Cards and home dsl broadband routers
 Coordinate with international customers of Apple and help them suggest best configuration for
their desktops and laptops.
 Ensure backups and OS are up to date.
Technical Presentations
1. Witricity, devices and processes which use a form of wireless energy transfer including
resonant energy transfer etc., the ability to provide electrical energy to remote objects without
wires using oscillating magnetic fields.
2. Tele – immersion, technology to be implemented with Internet2 that will enable users in
different geographic locations to come together in a simulated environment to interact.
TRAINING AND CERTIFICATIONS
CCNA, MCSA and ITIL Foundation Certified.
Education:
Bachelor of Technology (B. E) in “Telecommunication”, CMRIT, Bengaluru (2005 –
2009).

4. TOOLS USED
MSOffice, MS Project and Visio.
ITSM Remedy, Service Now, Sevone, Spectrum Monitoring, NMDB, Splunk, NetMri, Voyance, and
Putty, Prognosis, APG,InterMapper
TECHNICAL SKILLS
LAN, WAN and VoIP management and monitoring.
HTML, OSPF,BGP
Windows OS basis troubleshooting.
Basic Active Directory knowledge
PERSONAL DETAILS
Personal Details
Name: KISHORE KUMAR P
Father’s Name: M K VASU
DOB: 16/02/1987
Permanent Address: RBI Staff Quarters, „D‟ Block, Flat #17, Osborne road, Ulsoor,
Bengaluru - 560042
Languages known: English, Kannada, Hindi, Tamil, Malayalam.
Declaration
I hereby declare that all the information given above is true to the best of my
knowledge.
Place: Bangalore
Date
Signature