1. Deeptha Gopal
deepthag@rediffmail.com
(M) +91 99167 47487
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Deeptha Gopal, is Operations Manager (Delivery), Strategic Program Management Office
with a 12+ years of experience in Service Delivery Operations, Transformation of Projects, and
Vendor interaction with adherence to ITIL processes.
Has strong ability with analytical mind, problem-solving skill, and ability to work independently
to produce qualitative work towards achieving organizational goals/customer needs. Possesses
good team spirit, is also proactive & has focused approach to promote teamwork with effective
communication skills and positive attitude. Has played key role in understanding the customer
requirements and provided effective support.
Competencies
Support Services, Business Operations, Process Implementation, ITIL processes
Business Skills
Skill Experience
• PMO Setup, PMO Management 6years
• Project Delivery Support 9years
• Service Delivery 8 years
• Incident, Problem, Change Management 8 years
• Team Management & Report Generation 8 years
Qualifications / Affiliations
• B.Sc (Computer Science), Bangalore University, Karnataka., India, 2000.
• ITIL V3 foundation certified, 2009, ITSMF.
Career Summary
Apr 2012 to till date
May’2006 to Mar 2012
WIPRO Technologies Pvt Ltd, Bangalore
Logica Pvt Ltd, Bangalore
Mar 2005 to Apr 2006 IBM Global Services India Ltd, Bangalore
Mar 2003 to Feb 2005 Indiainfo.com Pvt Ltd, Bangalore
Major Accomplishments
• Accomplished highest and consistent CSAT of 95% for WIPRO Technologies contract to customer
(Pitney Bowes) during 2012-14
• Awarded with two ‘Silver Award’s in Logica for implementing Incident management process and
managing it
• Accomplished for program management and framework on a $150M contract (New business to Wipro)
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2. • Consecutively reached NIL delinquency for time booking and was awarded with ‘Bravo
Award’ in IBM
Career History (Across Tenure)
• Responsible for setting up PMO that win new infrastructure contracts. (Data centres
migration around $150M contract)
• Responsible for Project & Program Management governance, methodology and framework,
ie; providing Project Managers with tools and resources.
• Responsible to begin the Risk Management function (SCCM 2012) and manage the Risks
implementation program for Enterprise level.
• Designed & Deployed the Delivery & Operations Process Framework
• Responsible for owning the Major Incident/Problem Management process implementation
for Global - Meter manufacturing company.
• Responsible for account deliverables, well within the agreed SLA’s. (ie; without paying
financial penalties)
• Responsible for sending all Major Incident updates to stake holders (Restored trust and
confidence with key customers through adequate updates)
• Responsible for driving group chats/bridge calls, effectively to resolve incidents and to
restore the service as quickly as possible.
• Involved and responsible in ensuring, account is in compliance within organisation’s stated
values and adherence to ITIL.
• Responsible for escalations and involved in discussions with the owners as required.
• Involved in driving the technical team in RCA preparation.
• Responsible for managing the activities during overall ticket life cycle
• Responsible for creating the Incident Timeline report, SLA Dashboard
• Responsible for generating and analysing Service Delivery Report, FSR, CSR, PSR.
• Involved in attending appropriate Project weekly status meetings, Service Improvement
reviews and partner/customer monthly reviews
• Contributed in bringing New initiatives to support the service and to Operational
improvements.
• Managed a central pool of information/reports on the workspace for the customer aswell
internal.
• Involved in handling Inter Company Agreements, processing VISA, Invite letters, Client
visits and vendor interactions.
Personal Profile
Name : Deeptha Gopal
Father’s Name : Gopal Iyer G M
Status : Married
Hobbies : Gardening, Photography
Languages Known : Hindi, Kannada, Tamil, Telugu and English
Interests : Playing Cricket, Travel & Philanthropy (www.fgcians.org)
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