Kamalakara Omprakash

Team Manager

About Me

  • Unique blend of visionary leadership offering over 10 years of rich & extensive work experience across IT Service Delivery/ Project Management; currently associated with Tata Consultancy Services as Team Manager

Work Experience

Team Manager
- Tata Consultancy Services
  • Spearheading the end-to-end Project Management, Service Delivery Management, Escalation Management, Operations Management, Stakeholder Engagement, Risk Management, Performance Management, Vendor Management, Client Retention, Employee Engagement & Retention, Training & Development and People Management
  • Defining service standards and guidelines, governance structure that acted as benchmark for excellent service delivery for multiple clients by leading teams of Delivery Managers; ensuring that the SLA are green
  • Guiding IT Operations in creating and maintaining value for customers through better design, technology, and operation of services
  • Front-leading service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting
  • Creating, publishing, retiring knowledge-based articles with respect to the Product and usage; managing a team of 70+ Associates and 4 SMEs to manage Business Operations with respect to Shift and Talent Management, in Uruguay, Latin America
  • Monitoring project progress and outstanding issues; ensuring the quality & timeliness of the deliverables; reporting on the project's progress and escalating issues
  • Directing the process of preparing proposals, responding to RFP / RFQ, business presentations to clients, resource planning, architecture evaluation, technical direction, effort estimation, tracking, risk management, audit, status reporting and mentoring
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary; ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post- incident reviews
  • Recommending methods of improvement and seeing that actions are implemented on-time for service delivery upgrades; providing accurate and regular reports to the management on performance of the service delivery
  • Making offshore and onshore work in sync for smooth handover and time slots and arranging meetings with offshore team; managing resources with optimal use so that all the services can be covered within the phase
  • Leading daily service delivery, continuous development & improvement of services in accordance with targets / objectives
  • Verifying that applications & methodology used were consistent with client needs through measures such as requirement analysis & verification
01/2016 - Current
Hyderabad, India
System Engineer
- Teamware Solutions
  • Worked as a contractor to TCS
  • Support Pricewaterhousecoopers client Customers through Call, Chat and Email
  • Holds expertise in ServiceNow, Workspace One, Application Management, Hardware management, Network Management, External device connectivity Management, Virtual Private Network, Virtual Desktop Interface (Citrix and Vmware), Operating System troubleshooting, Mobile Device management, End your deployment Management, Application gateway, Network Gateway
  • Worked in various roles like Incident Management, Change Management.
10/2014 - 01/2016
Hyderabad, India
Customer Support Associate
- Minacs
  • Worked for the Apple Client
  • Help Customers through Call, Chat and Email
  • Assist Customer with Technical queries and Product support with iTunes Store, App Store, iPhone, Mac
  • Perform L1 troubleshooting steps and resolve the issue or queries and if the issue is not resolved, forward the requests to Level-2 either by Call, Chat and email or by Tickets
  • Ensure volumes are managed and target of contacts are met per day
  • positive surveys are received and performance is maintained for the Month.
07/2013 - 09/2014
Bangalore, India

Education

B.Tech: Computer Science & Engineering
2013 - 2013
Younis Sultan College of Engineering

Certifications

ITIL 2011 Foundation Certificate in IT Service Management Certification
ITIL in IT Service Operations Certification
Agile Way of Working Foundation
BPS: Environment Health & Safety Foundation
Growth & Transformation: Awareness E0 Proficiency
Delivery: TCS iON Project Evangelist Foundation Curriculum

Awards

Special Initiatives Award
  • Bagged Special Initiatives Award from TCS
(S)miles Award
  • Acknowledged with (S)miles Award by TCS
Service & Commitment Award
  • Bagged Service & Commitment Award from TCS