Veena Sampath Kumar has over 7 years of experience as a Service Delivery/Availability Manager at IBM India Pvt. Ltd. She currently manages services for commercial accounts, overseeing 50+ applications and infrastructure. Her responsibilities include ensuring service level agreements are met, managing projects, and acting as the primary point of contact between IBM teams, customers, and third party suppliers. She has received several awards for her performance in roles such as Incident Manager, Supplier Relationship Manager, and Service Delivery Manager.

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Veena Sampath Kumar
-9880671000 ■ veenasampath@gmail.com
Profile Service Delivery/Availability Manager
Currently ServiceAvailability/Delivery Manager managingthe different Lines of Business for
Commercial Account in IBM. Effectively managingmore than 50 applicationsand infrastructurebased
on Availability and Performance. Effectively manage multiplehigh-priority projects and provide
exemplary ClientService Delivery with overall 7.10 years of experience.
Key Skills
Experience
 Service Delivery
 ClientInteraction
 Project Management
 Transition
 Business Availability Management
 SLA Management
 Compliance,Risk and ID management
 Quality
 Change, Incident& Problem Management.
 New Projects
IBM India Pvt. Ltd, Bangalore
Service Availability/Delivery Manager- (Mar 2012 - till date)
Manage overall India service delivery for the service lines as contractually agreed with the
customer.
Key Responsibilities:
 Increasescopeof services and improve clientand geography experience through e2e
quality management system with increased accountability and ownership of delivery
performance
 Accountable for all the services (infrastructure,application,networks etc) maintained
within the Line of Business of Personal for the Customer.
 Achievingquality metrics (per CHIP) as applicableto your area of responsibility(e.g.:
Operations/Customer satisfaction etc)
 Work with the Supplier Managers on the accountto ensure that all KPIs /SLAetc within
the areas of responsibility ismet on a month on month basis.
 Improved the existingprocess and governancewhich could resultin resource
optimization/costoptimization /customer satisfaction via continuousimprovement
programs.
 Drive SIP/CIP programs for the LOB efficiently to bringthe account to green.
 Act as a singlepointof contact and be the advocatebetween Service Delivery and the
AFP/Customer. Manage communications with the customer, IBM Teams and other third
party suppliers.
 Understand customer requirements and business opportunity/requirements
identification,guidance,supportand closure
 Providetechnical supportand participatein the Change Control Board and/or change
control process
 Provideaccount leadership/direction and technical support- Participatein responseto
RFS's on behalf of the delivery organization

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 Drive/participateand coordinateauditreadiness
 Drive/participateand coordinatecrisismanagement
 Travelled for a Call center Workshop – Roadshow, to the customer site in United Kingdom
and visited all the call centers managed in Halifax,Sunderland,Peterborough, Liverpool
and Horsham.
 Availability Management - Ensure services areavailableas per agreed SLA's
 Project management- Work on new services beingimplemented in the production
environment ensuringno impactto the liveservice,includes cutover planning,back out
planningand DR(where required)
 Teams Managed- Intel/ UNIX/ Oracle/Db2/SQL/ Web sphere/ Tivoli / Mainframes and all
servicemanagement teams.
 Service Transition:Responsiblefor leadingend to end of the Project/Account and
accountablefor 100% success of Transition & Transformation
 Responsiblefor an array of activities which includeInitializingand planningprojects,
developing projectcost structure, tracking& reportingproject deliverables,managing
risk,applyingprojectmanagement processes and tools and ensuringprojects are
completed on time, within ProjectCostingbudgets.
 Work closely with the clientto ensure that the transition isseamlessand causes no
impact.
 Act as a singlepointof contact for all transition related activities,calls,plansetc.
 Ensure that the clientand management is made aware of any undue delays,impacton
services and communicate accordingly.
 Providemanagement summary on the transition status weekly, fortnightly or monthly as
required.
Supplier Relationship Manager- (Sep 2011 – Mar 2012)
Deliver End to end service for all service lines as contractually agreed with multiple suppliers
managed.
Key Responsibilities:
 Performed the day-to-day overall management of the process.This roleensures that all
process activitiesarebeingperformed and that they are staffed adequately
 Maintain information aboutsuppliersin theSupplier Portfolio
 Review and evaluatethe performance of suppliers/
 Maintained catalogs of products and services provided by suppliers/
 Ensured that everything is in placefor a supplier to provideproducts and/or services,
includingunderpinningcontractsand supportingservices
 Build relationship with the suppliers.
 Provideextensive supportto the teams in caseof MI or other critical issues.
 Have adequate knowledge on supplier related services to help teams with escalationsand
other issues.
 Teams Managed- Intel/ UNIX/ Oracle/Db2/SQL/ Web sphere/ Tivoli / Mainframes and all
servicemanagement teams.
 Service Transition (between suppliers):Responsiblefor leadingend to end of the
Project/Account and accountablefor 100% success of Transition & Transformation
 Responsiblefor an array of activities which includeInitializingand planningprojects,
developing projectcost structure, tracking& reportingproject deliverables ,managing
risk,applyingprojectmanagement processes and tools and ensuringprojects are
completed on time, within ProjectCostingbudgets.

Incidentand ProblemManager- (July2007 – Sep2011)
Manage day to day incidents and work on root causeanalysis

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Awards/
Recognition
Key Responsibilities:
 Managing incidents end to end.(Details Below)
1. Managing the incident to resolution
2. Assisting, if required with correcting invalid incident Priority
3. Confirm Business Severity and Impact
4. Agreeing with the customer of a change in Priority
5. Reviewing the incident record for completeness/accuracy including the CAP(Cause
Action Prevention) details
6. Chair Incident Management meetings and reviews to agree upon the investigation /
corrections required
7. Ensure the plan for restoring the service is agreed, communicated and understood by
all involved
8. Engaging other support groups to arrange for and schedule resources from other
operational processes to execute solution plan tasks
9. Regularly communicating the status of the incident to appropriate / interested
parties
10. Contact appropriate parties with incident resolution.
11. Ensuring the quality of the incident information and ticket are kept up to date
12. Establishing escalation paths with other suppliers
13. Liaising with Customer for multi user incidents for service restoration prior to
Closure
 Prepare reports on all the major incidents
 Prepare / maintain Known Error Database with all incidents and resolving actions.
 Report any major impacting incidents on the daily Review calls.
 Involved in all activities of the Incident Management Team.
 Managing various reports, meetings & conference calls as and when required.
 Mentoring new joiners to ensure that they are up to the level of operations as
required for the Incident Management team.
 Responsible for the quality and integrity of the Incident Management process.
 In addition to the Incident management role I also perform a Problem Management
Role: I work on problems for plotting Technical Root Cause Analysis (Reason for the
actual issue(s) occurring) & alsoto provide a permanent solution by liaisingwith the
technical teams, to ensure that the problem / symptoms will not reoccur in the
infrastructure.
 Expert in implementing the ‘Five WHY’ technique to find root cause of the problem
 Awarded the certificate of achievement for the most outstanding performance in the
account by RSA & IBM
 Awarded the “Hall of Fame” from IBM for the Q1 2010 for excellent performance in
the Incident Manager role.
 Awarded the “Yashas Award” from IBM for the Q3 2010 for excellent service
delivery in the current role.
 Awarded the “Hall of Fame” from IBM for the Q3 2012 for excellent Performance in
the current (Service Delivery Manager) role.
 Awarded “Financial Reward” from IBM for the Q4 2013 for excellent performance in
the current (Service Delivery Manager) role.
 Awarded “Financial Reward” from Customer/IBM for achieving excellent results in
Q2 2014.
 Performed as “Top Contributor” during the entire tenure.

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Certifications
Personal Profile
 MSc. Computer Networking, University of Greenwich
 Bachelor of computer applications,OsmaniaUniversity
 ITIL V2/V3 Foundation certified.
 COBIT V.4.1 Foundation certified.
 ITIL 2011 Intermediate Service Operations Certified.
 Date of Birth : 10-08-1983
 Sex : Female
 Marital Status : Married
 Languages Known : English,Hindi , Telugu, Tamil
Bangalore Veena Sampath Kumar
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