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KUMAR MAK - DELIVERY MANAGER

[email protected]

Location: Raleigh, North Carolina, USA

Relocation:

Visa: GC

Experienced IT leader with a strong background in IT Service Management, specializing in Incident and Problem Management, Change Enablement. Demonstrated ability to lead cross-functional teams and drive continuous improvement initiatives across diverse technological landscapes. Skilled in developing and implementing strategic processes to enhance operational efficiency and align support teams with organizational objectives. Skills: Agile Service Delivery and Management Incident Management Problem Management Vendor Management Customer Engagement Process optimization ITSM SDLC Troubleshooting ITIL Practice Relationship Management Customer Experience Planning IT Program/Support Management Development Stack: Angular 7 | ASP.NET | Web Services (REST and SOAP) | C# .Net | JavaScript | Web API | WCF|SSIS | Pega PRPC (Marketing framework 7.4) Cloud Computing: AWS (EC2, Document DB, Lambda, S3), Azure Monitoring Tools: Splunk, AppDynamics, Database: SQL Server | PL/SQL | Oracle | SAS |DB2 ITSM Tools & Project Management: ServiceNow (Incident/Release/Change Management) | AzureDevOps - CICD | AHA | JIRA | BMC Remedy Ticketing System Highlights At Prime Therapeutics Led the Application Platform Migration Delivery and Process Improvement by defining and refining SLA s and Implementation Backup Plan AKA Playbook Templates. At MetLife Achieved 15% OpEx reduction through cost-saving measures and optimized processes for quality Change management and Service Delivery. At General Motors Saved half a million dollars in quarterly revenue for GM by streamlining and improving the Daily Data delivery stream and support management processes. At Progressive Insurance Owned the process of identifying and fixing customer-sensitive data inconsistencies at large during MDM implementation. At Intellicorp Records Saved the QA team 40% of manual regression testing hours by initiating the project of building the QA Automation Framework for the IT support team. Certifications Microsoft Certified: Azure Fundamentals (AZ-900) | ITIL 4 Certified in IT Service Management | SAFE LPM 6.0(Lean portfolio Management) | PSM 1(Professional Scrum Master) |PEGA Certified Senior System Architect 8 | PEGA Certified System Architect 7.4 Keywords: csharp quality analyst sthree database information technology procedural language Arizona