Mukul Anand
Experienced Service Delivery Manager with a demonstrated track record of leadership, problem-solving, and relationship management in the IT services sector. Highly skilled in SLA management, vendor and client relationships, and cross-functional collaboration. Bachelor’s degree in computer science engineering and certified in ITIL v4 and CSM. Proven successes include leading teams to achieve high customer satisfaction, resolving complex issues, and driving process improvement with quantifiable results.
Location
New Delhi
About Me
Carrier Objective:
Seasoned IT professional with over 13 years of experience in software development and IT service delivery management within the banking domain, seeking a leadership role where I can leverage my technical acumen, Agile and ITIL certifications, and proven track record in project execution and service optimization. Passionate about driving innovation, enhancing operational efficiency, and aligning technology solutions with strategic business goals to deliver measurable value and foster sustainable growth.
Resume
Leadership and Work Experience
Leadership and Work Experience
IT Service Delivery Manager
NTT DATA 2022 – Present Noida, India
Client Name : Bank Of Ireland.
Responsibilities:
Led a cross-functional team of 19 delivery specialists, ensuring the swift resolution of
application problems and compliance with established SLAs.
Actively identified and assessed potential application risks and implementing proactive
mitigation strategies to minimize impacts.
Taking ownership of critical incidents, coordinating with resolution parties and providing regular
progress updates to stakeholders, ensuring transparency and open communication.
Conducting daily and weekly (WSR) call with all stakeholders to discuss challenges and
progress on significant issues.
Reduced controllable unplanned application outages by more than 80% through analyzing root
cause of issue, identifying gaps in process, and implementing corrective actions.
Creating and overseeing comprehensive application schedules, timelines, and plans for
resource allocation.
Monitoring individual performance and providing guidance, training, development, and
escalations support.
Responsible for the team onboarding and offboarding as and when required.
Maintaining resource capacity plans and facilitating conflict resolution and decision-making
effectively.
IT Service Delivery Lead
NTT DATA 2019 – 2022 Noida, India
Client Name: Bank Of Ireland.
Responsibilities:
Work closely with technical teams, stakeholders, and business to define project requirements
and ensure alignment with business goals.
Troubleshooting production incidents, including escalating, resolving, and tracking incidents.
Provide technical guidance and support to analyze and identify the root cause of production
issue.
Communicate with business and management the overall status and health of the application.
Developing and implementing best practices for incident management, problem management,
and change management processes.
Support alignment meetings e.g. Incident tech call, CAB meeting etc.
Software Development Specialist
NTT DATA 2016 – 2019 Noida, India
Client Name: Bank Of Ireland.
Responsibilities:
Resolved daily application issues, improving system uptime through root cause analysis and
solution implementation.
Identifies root causes of reoccurring problems and implements solutions in accordance with
SOP.
Production batch support, which includes monitoring batch on a rotational basis, user support,
on-call support, SQL job failure analysis and fix.
Take ownership of issue reported by the customer and ensure that it is resolved quickly or
escalated to the next level with relevant data as needed in a timely manner.
Sr Software Engineer
3i Infotech 2014 – 2016 Mumbai, India
Client Name : ICICI Bank
Sfiills : Visual Studio, ASP. Net, C , SQL Server(2008), HTML, JavaScript, Ajax, Crystal Report, SQL Plus, TOAD, Web Services
Responsibilities: Coding, backend process and Implementation in client machine.
Project Description : Cheques Truncation System (CTS) is used to manage image based cheques clearing from ICICI Bank to Clearing House Interface (CHI). CTS manages all the routine work like capturing the customer cheques data and transmitted electronically to the Reserve bank of India (RBI). It provides the facility to validate the captured cheques like customer signature verification, Amount and image quality assurance etc.
Software Developer
Skylabs Solution India Private Limited 2013 – 2014 Delhi, India
Sfiills : Visual Studio(2003/2005/2010), ASP .NET, C .Net, VB.Net, SQL Server(2005/2008), HTML, JavaScript, Ajax, Crystal Report, SQL Plus, TOAD, Web Services
Responsibilities:
Coding, backend process and Implementation in client machine.
Development of new applications and functionalities using C , ASP.NET G SQL.
Involved in requirement gathering and documentation.
Software Analyst
Nalanda Information Technology 2011 – 2012 Nagpur, India
Sfiills : Visual Studio(2003/2005), ASP .NET, C .Net, VB.Net, SQL Server(2005/2008), HTML, JavaScript, Crystal Report, Web Services
Responsibilities: Coding, backend process and Implementation in client machine.
ACHIEVEMENTS
- Reduced service delivery issues
- Implemented processes like availability, capacity, security, and incident management.
- Process Improvement Initiative
- Led a cross-functional team in implementing automation of BAU tasks, optimizing efficiency by 30%.
- Improved customer satisfaction
- Improved customer satisfaction by sending regular comms with all stakeholders.
- Improved response time
- Improved IT support response time through putting controls, alerts and automation.
- Improved team environment
- Improved the relationship between the Support and Change Zone team by holding weekly collaboration meetings.
STRENGTHS
Leadership
Managing team of 19(offshore), delegating tasks, providing clear directions to set priority of BAU and NON-BAU tasks and deliver within given SLA.
Problem-solving
Resolved RADAR issues, resulting in a reduction in escalations and improved SLA compliance.
Collaboration
Successfully coordinated with AppDynamics teams to configure AppDynamics software on Mortgage application servers.
Successfully integrate CyberArk with Mortgage AS400 application server.