Vamsi Krishna Gudiputi has over 10 years of experience in IT project management, delivery, and client services. He currently works as a Service Delivery Manager at Oakton Technologies, where he is responsible for successful delivery of projects and services. He has a Bachelor's degree in Electronics and Communication Engineering and a post-graduate degree in Applied Computing. He has received several awards for his work and performance at Oakton Technologies and Barrick Gold.

1. Vamsi Krishna Gudiputi Cell Phone: 9989824044
Mail: vamsygvk@hotmail.com
OBJECTIVE
To establish a distinctive identity in the Information Technology sector with a specific focus on Service Delivery,
Application Support & Operations, Project/Program Management, Client Interface and Analysis
PROFILE
• Having around 10 years of experience in managing/leading Application Development, Production
Support, Operations, Global Delivery Management, Client Engagement and Project Management.
• ITIL V3 Certified.
• Prince 2 Practitioner.
AWARDS WON
• Got Awarded star Performer from Oakton Technologies for the year 2014.
• Got the Best Team award for exceptional service delivery from CIO – Barrick Gold.
• Got Delivery award for Oracle Upgrade Project from CIO – Barrick Gold
• Got the best Project Award at Oakton Technologies for the year 2013
QUALIFICATION
Degree and Year of passing Institute Major and Specialization
Bachelor Of Engineering GuruNanak Engineering college Electronics and Communication
Engineering.
Post-Graduation in Applied
Computing for Technologists
Dublin Institute of Technology Applied Computing
WORK EXPERIENCE
OAKTON Technologies A Dimension Data Company, Hyderabad (An Australian based IT Consulting firm)
(Apr 2015 to Till date) – Service Delivery Manager
Role: Service Delivery Manager.
Client: GRDC – Grains Research Development Center, Canberra, Australia.
• Responsible for successful delivery of Oakton services to clients on-scope, on-time and on-budget
• Responsible for Contractual, Process and Governance Compliance of assigned projects/accounts

2. • Responsible for the compliance of standards applied to work artefacts against client agreed baselines
• Be the offshore point of escalation for all Contract, Delivery matters for assigned accounts/project(s)
• Responsible for the quality of work deliverables produced by the Offshore team
• Conduct Post implementation reviews after each project delivery
• Remediate gaps in knowledge with regard to access, tools, documentation and other matters affecting
responsiveness of offshore team
• Responsible for reporting and managing risks and issues affecting the delivery of the project/service
(resourcing, infrastructure, connectivity, availability, capacity)
• Responsible for preparation of release documentation and release calendars
• Has good Interpersonal awareness and strong communication skills. Maintains professional engagement
with the client
• Estimation of work to be delivered from India for clients including BAU, Enhancements and Projects
• In charge of monitoring and driving improvement of the delivery from Offshore
• On delivery ownership, maximise delivery from offshore and minimise onshore intervention
• Management of any scope variation and the impact to existing milestones or services levels
• Measureable contributions to the work delivered from offshore (CSI)
• Responsible for successful delivery of service outcomes including SLA’s, as well as other agreed service
metrics, and internal/external customer satisfaction
• Compliance to SMO processes including but not limited to CICP, Account Induction, New Service
Transition
• Serve as Incident Manager during P1, P2s and critical incidents as well as initiating CICP
• Incident resolution performance should improve by 2% per quarter or by other agreed metrics within the
account
• Measureable service improvement initiatives each month reported by the SQCR activity
• Adopts service management practices where applicable and strives for continual service improvements
• Compliance and accuracy during the SQCR audits
• Possesses deep technical understanding of the solutions which are being supported to enable an active
participation during critical incidents and problem management (network, solution a and technical
architecture)
• Actively engages in Problem Management processes
OAKTON Technologies A Dimension Data Company, Hyderabad (An Australian based IT Consulting firm)
(Jan 2014 to May 2016) – Service Delivery Manager
Role: Service Delivery Manager.
Client: Australian Energy Market Operator, Victoria, Australia.
• Responsible for draft, amend the SOWs time to time based on the RFPs and get it reviewed and approved
by the AEMO and Customer stakeholders.
• Support of existing Sitecore applications and enhancements as per the business need.
• Accountable for SLAs and Metrics tracking
• Identify areas of automation and them implemented to improve the productivity of the team

3. • Responsible for resource utilization, resource career aspirations, annual and mid-year reviews
• Responsible for P & L of the account and utilization of the team.
• Conduct Project Kick-Off & Status Meetings
• Perform key project management activities to ensure quality execution in the delivery of a project to deliver
within constraints such as schedule, scope, budget, and manage customer satisfaction.
• Participate in the requirements gathering workshops to understand the customer expectations
• Responsible for project planning and tracking , Allocate & Schedule project resources
• Track and Manage Change Requests
• Ensure change management and change evaluation. Creation of Tasks and review and allocate the issues
• Responsible for Risk Management plan, Communication Plan, Project Management plan and Quality
Management plan
• Participate and drive the RCA for P1 issues and outages
• Co-ordination between offshore and onsite team members
• Responsible to report daily and weekly status report to all the stake holders
• Collect, collate and publish project status with regard to resource, budget, schedule, stakeholder
management and solution that influence project performance and completion
• Participate in review of size, effort and resource estimates within the project
• Responsible for resource hiring to meet the demands of the customer.
OAKTON Technologies A Dimension Data Company (April 2013 to Till Date)
Role: Service Delivery Manager
Client: Barrick Gold, Perth Western Australia
• Responsible for WA & Victoria location projects as Service Delivery Manger from offshore with end to end
ownership. Managing a team of 50+ consultants with Production Support, Operations and Release
Management of the existing applications to tier 1 & tier 2 Australian clients with an annual target of 8 Million
ASD.
• Responsible for P & L of the account and utilization of the team.
• SLA management, Delivery and Operations management, handling transition projects.
• Production Support, Service Delivery/Operations Management (Incident, Problem, Change and SLA
Management.
• Planning and coordinating resources necessary and assisting Location Director in preparation of project
proposals

4. • Resource planning, performance management, assist HR in defining role scope and recruitment
• Coordinate with 3rd party vendors, offshore / onshore / onsite and virtual teams on day-to-day work and
milestones
• Received and analyzed all customer complaints and feedback and engage with all stakeholders to initiate
service improvements
• Single point of escalation for multiple clients - managed escalations and provided resolutions
• Planning and scheduling of Service Transition
• Management of transition project risks, issues and dependencies
• Coach and direct service delivery teams on process changes and ongoing support
• Assistance in reviewing / managing service line budgets, forecast and actual
• Implemented Incident Management process for efficient service restoration and effective Problem
Management. Created an on boarding plan for new joiners into the team to gain productivity in less time.
• Accountable for Metrics tracking, account specific service problems, status reporting and progress
reporting of deliverables
• Responsible for resource utilization, resource career aspirations, annual and mid-year review
• Managed internal client expectations, management and delivery teams. Recommended and implemented
changes or alternate paths based on progress / performance.
• Review, design, implement and manage process improvement initiatives
• Reviewed and implemented work level agreement and objectives for service delivery
• Organized workshops with stakeholders and delivery teams to ensure understanding of process,
assignments and objectives
• Allocated work and provided direction with regards to objectives and timelines
• Developed professional relationships through regular communication and engagement
• Held daily stand up meetings with key support personnel and stakeholders
• Setup and manage 24x7 support model.
OAKTON Technologies A Dimension Data Company (May 2012 to March 2013)
Role: Team Lead
Client: Barrick Gold, Perth Western Australia
• Responsible for identifying and reporting of risks and issues affecting the delivery of the
service/Deliverable (resourcing, infrastructure, connectivity, capacity)
• Acceptance of work into the team (support documents/Requirements, KT, tools, skill sets, etc)
• Responsible for the implementation of changes in client environments in compliance with CR
process
• Responsible for the compliance of standards applied to work artefacts against client agreed
baselines and/or coding standards
• Estimation of work to be delivered from India for clients including BAU, Enhancements and
Projects
• Responsible for monitoring minor enhancements being lead by intermediate level team member
• Supports transition process
• Responsible for preparation of release documentation and release calendars
• Assists SDMs/DMs in preparing weekly/monthly/business reports
• Provides recommendation for service/process improvements
• Responsible for contributing during critical incidents/defect fixes and to PIR process
• Identifies and incorporates reusable components or best practices (new item)

5. • Maintain consistent and quality communication with internal and external stake holders (new
one)
• Responsible for the compliance of service against SLAs
• Responsible for the management and processing of tickets in compliance with the agreed
processes and quality
• Responsible for the creation and maintenance of the client wiki articles for all critical incidents
and critical business scenarios and the education of these to other team members
• Responsible for running stand up sessions to cover repeating incidents and the resolution of these
leveraging the documented wiki article
• Makes technical decisions to meet the design goals laid out in project road map.
EIRCOM, Dublin, Ireland (Feb 2007 to Jun 2010) –
Role: Deputy Team Lead / CSS
• Responsible for the management, organization and co-ordination of the day to day work of a
team to deliver the highest standards of services to customers.
• Ensure that customer enquiries are dealt with in accordance with the performance and service
standards, including 80% at the first point of contact. Personally deal with more complex
enquiries, including complaints and member enquiries.
• Maintain effective relationships with service colleagues, key stakeholders, contractors, hard to
reach groups, the wider community and other organizations to ensure the effective delivery
services.
• Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to
improve service delivery.
• Challenge current methods of service delivery and identify, recommend and implement
improvements. Keep up to date best practice to improve customer satisfaction and reduce costs.
• Monitor and co-ordinate financial and other management information relating to the work of the
teams.
• Critically analyze information, monitor performance and make recommendations for continuous
improvement to meet targets.
• Prepare and present reports and management information relating to performance, budgets and
any other aspect of the team’s work.
• Ensure that customer service officers achieve the required performance targets and standards in
accordance with the business plan.
• Monitor and report progress and performance, provide feedback and take appropriate corrective
action. Ensure that personal targets and deadlines are met.
• Ensure all relevant correspondence is answered.
• Ensure Monitor, track and analyze complaints making recommendations on trends and
improvements that will reduce volume and pattern of complaints and improve quality of service.
• Motivate, develop, coach, train, induct and formally appraise employees to set performance
standards, recognize achievement and deal with performance issues.
• Ensure the efficient and effective operation of information and communications technology
systems and databases.

6. • Maintain knowledge of current developments in ICT, research emerging technologies and make
recommendations to support improvements in the delivery of customer services.
• Use information collected from all customer interactions to inform future strategies and plans.
IBM, Dublin, Ireland (Jun ’06 to Jan 2007) – Systems Engineer
• Assist with building System Hardware to different vendors upon receiving the PO.
• Test the assembled unit for any defects.
• Prepare systems for quality check.
• Raise requisition for parts top assemble the hardware unit.
• Train new members with require tools and techniques.

7. • Maintain knowledge of current developments in ICT, research emerging technologies and make
recommendations to support improvements in the delivery of customer services.
• Use information collected from all customer interactions to inform future strategies and plans.
IBM, Dublin, Ireland (Jun ’06 to Jan 2007) – Systems Engineer
• Assist with building System Hardware to different vendors upon receiving the PO.
• Test the assembled unit for any defects.
• Prepare systems for quality check.
• Raise requisition for parts top assemble the hardware unit.
• Train new members with require tools and techniques.