Abhishek M.

Seasoned IT professional with 17 years of experience in Service Delivery Operations, Data Center Operations, Transition Management, Project Management, Knowledge Management, Automation Management, Training & Development, People Management, Quality Management, Continuous Service Improvement, and Disaster Recovery & BCP Planning. • Extensive experience in delivering and managing IT technologies and services that create business value. • Proven expertise in managing outsourced contracts and governance for IT service providers. • Transitioned IT services cost-effectively from onshore to offshore locations and other service providers. • Managed IT delivery for clients in Communication, Media, High-tech Resources, Media, and Entertainment sectors. • Infrastructure services delivery lead for multiple projects covering various IT industry areas. • Responsible for people metrics (SLA, KPIs), governance, and building cost-effective solutions with delivery teams spread across different geographies. • Implemented broad range of cost-saving initiatives and tools, enhancing customer satisfaction. • Strong communication and interpersonal skills, resolving complex infrastructure/network management issues. • Incident Management: Expert • Change Management: Expert • Contact Center Operations: Expert • Project Management: Proficient • Vendor Management: Proficient • Service Delivery Management: Advanced • Governance and Service Management Framework Design: Advanced • Problem Management: Advanced • Microsoft Windows Platform: Proficient • BMC (ITSM): Proficient • Microsoft Power BI: Proficient • Artificial Intelligence tool ChatGPT-Prompt Engineering - Proficient • Python scripting: Intermediate