09/07/2026 updated
RB
100 % available
Service Manager
Hyderabad, India
Only remote
Bachelor of CommerceChange ManagementService DeliveryMicrosoft Dynamics 365 Finance & OperationsServicenow
Service Delivery & Operations Management
Expertise in leading end-to-end IT support operations, ensuring high system availability (99.5%), strict SLA compliance (98%), and continuous reduction of ticket backlogs and escalations through structured workflows and KPI dashboards.
Microsoft Dynamics 365 F&O Application Support
Hands-on experience managing overall support operations for Microsoft Dynamics 365 Finance & Operations, resolving critical production issues within committed SLAs and collaborating with functional and technical consultants on complex finance-related issues.
Incident, Problem & Change Management
Proven track record in managing and resolving major incidents, conducting Root Cause Analysis, implementing preventive action plans, and coordinating change management processes with a 100% success rate and zero unplanned downtime.
SLA, KPI & Metrics Management
Monitoring and reporting on key management metrics and KPIs, developing actionable plans for continuous improvement and maintaining strong stakeholder relationships through transparent performance reporting.
Stakeholder Engagement & Communication
Acting as primary point of contact for business stakeholders and client teams, driving transparent communication that improved stakeholder confidence and satisfaction by 20%.
Governance, Audit & Security Compliance
Ensuring strict adherence to governance standards, audit controls, and security compliance, passing 100% of internal audits across the support landscape.
Team Leadership & Development
Managing and mentoring dedicated support teams, improving team productivity by 15% through operational guidance, regular performance feedback, and tailored development plans.
Process Improvement, ITSM & ITIL Frameworks
Reviewing, developing, and managing ITIL processes, driving maturity on incident and service fulfillment, and implementing continuous improvement initiatives resulting in measurable efficiency gains.
Identity Access & Security Tools
Proficiency with Microsoft Azure Active Directory, Ping Identity, CyberArk, Okta, NetIQ, Duo, Intelligent Hub, and Microsoft Authenticator for identity access management and security operations.
Data Analysis and Reporting
Creating dashboards and reports using Microsoft Excel, PowerBI, and Tableau to communicate findings to stakeholders and drive informed decision-making.
Project Management & Ticketing Tools
Experienced with ServiceNow, JIRA, Nagios, BMC Remedy, and Zendesk for project tracking, incident management, and service delivery coordination.
Release & Deployment Coordination
Managing planned changes, patch updates, and deployment coordination with a 100% success rate, ensuring zero unplanned downtime to business operations.
Expertise in leading end-to-end IT support operations, ensuring high system availability (99.5%), strict SLA compliance (98%), and continuous reduction of ticket backlogs and escalations through structured workflows and KPI dashboards.
Microsoft Dynamics 365 F&O Application Support
Hands-on experience managing overall support operations for Microsoft Dynamics 365 Finance & Operations, resolving critical production issues within committed SLAs and collaborating with functional and technical consultants on complex finance-related issues.
Incident, Problem & Change Management
Proven track record in managing and resolving major incidents, conducting Root Cause Analysis, implementing preventive action plans, and coordinating change management processes with a 100% success rate and zero unplanned downtime.
SLA, KPI & Metrics Management
Monitoring and reporting on key management metrics and KPIs, developing actionable plans for continuous improvement and maintaining strong stakeholder relationships through transparent performance reporting.
Stakeholder Engagement & Communication
Acting as primary point of contact for business stakeholders and client teams, driving transparent communication that improved stakeholder confidence and satisfaction by 20%.
Governance, Audit & Security Compliance
Ensuring strict adherence to governance standards, audit controls, and security compliance, passing 100% of internal audits across the support landscape.
Team Leadership & Development
Managing and mentoring dedicated support teams, improving team productivity by 15% through operational guidance, regular performance feedback, and tailored development plans.
Process Improvement, ITSM & ITIL Frameworks
Reviewing, developing, and managing ITIL processes, driving maturity on incident and service fulfillment, and implementing continuous improvement initiatives resulting in measurable efficiency gains.
Identity Access & Security Tools
Proficiency with Microsoft Azure Active Directory, Ping Identity, CyberArk, Okta, NetIQ, Duo, Intelligent Hub, and Microsoft Authenticator for identity access management and security operations.
Data Analysis and Reporting
Creating dashboards and reports using Microsoft Excel, PowerBI, and Tableau to communicate findings to stakeholders and drive informed decision-making.
Project Management & Ticketing Tools
Experienced with ServiceNow, JIRA, Nagios, BMC Remedy, and Zendesk for project tracking, incident management, and service delivery coordination.
Release & Deployment Coordination
Managing planned changes, patch updates, and deployment coordination with a 100% success rate, ensuring zero unplanned downtime to business operations.
Languages
EnglishFluentTeluguNative speaker
Project history
Led overall support operations for Microsoft Dynamics 365 Finance & Operations, ensuring 99.5% system availability and resolving critical production issues within committed SLAs. Monitored service performance using KPI dashboards, maintaining a 98% SLA compliance rate. Managed planned changes and deployment coordination with a 100% success rate and zero unplanned downtime. Spearheaded service improvement initiatives, reducing escalations by 30%. Managed and mentored a dedicated support team, improving team productivity by 15%.
Managed and resolved major incidents impacting IT services, ensuring timely restoration within an average of 1 hour and achieving 99% uptime. Developed and maintained incident management processes adhering to ITIL best practices. Coordinated Major Incident processes among internal teams, vendors, and customers. Managed the end-to-end change management process, resulting in a 25% reduction in change-related incidents. Monitored and reported on key management metrics and KPIs, achieving a 10% increase in operational efficiency.
Managed customer escalations ensuring 99% compliance with critical client SLAs and reducing escalation resolution time by 25%. Reviewed and refined escalation management processes, increasing process efficiency by 20%. Oversaw and managed IT operations, achieving a 99.9% system uptime rate. Led the incident response process, reducing MTTR by 23%. Implemented quality assurance processes, achieving a 98% customer satisfaction rate. Implemented continuous improvement initiatives, resulting in a 17.5% increase in operational efficiency.