Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Solomon Raj

Solomon Raj

Hyderabad

Summary

Dynamic IT Service Delivery and Incident Management professional with 15+ years of progressive experience from IT Tech Support to Service Delivery Manager. Proven expertise in Service Desk Operations, Major Incident Management, Problem Management, Business Continuity Planning, and Agile practices. Adept at leading global IT support teams, driving service improvements, automation, and customer satisfaction. Skilled in cross-functional collaboration, stakeholder management, and delivering high-quality IT services in 24x7 global environments.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Service Delivery Manager (Project Manager)

Wipro Ltd
03.2022 - Current
  • Leading IT Service Desk & EUC support operations across India & Mexico locations (100 FTE).
  • Ensure SLA/KPI compliance, delivering high-quality IT support and excellent user experience.
  • Drive continuous service improvement, enhancing customer satisfaction and reducing incident backlogs.
  • Conducts regular analysis of incident volumes to identify trends, uncover root causes, and implement proactive measures to reduce and control incident occurrences.
  • Facilitate and moderate Major Incident calls, ensuring timely resolution, RCA, and preventive measures.
  • Partner with stakeholders to align IT services with business needs and digital transformation goals.
  • Delivering high-quality end-user support, driving continuous improvement, and leading a team of IT professionals (Analysts and Leads) to enhance business productivity.

Service Delivery Manager

Tata Consultancy Services (TCS)
09.2019 - 03.2022
  • Managed global Service Desk operations (100+ FTE, 24/7 model) supporting critical clients.
  • Owned operational deliverables, ensuring SLA adherence and exceeding customer expectations.
  • Implemented ITIL-aligned processes for service quality, risk reduction, and compliance.
  • Introduced automation, knowledge base enhancements, and routing optimizations, improving FCR and reducing contacts.
  • Focal point for client escalations, critical issues, and service reviews.

Operations Manager / Incident Manager

Tata Consultancy Services (TCS)
09.2010 - 08.2019
  • Managed Critical Incident Management (MIM), leading bridge calls and coordinating resolver groups.
  • Led IT Service Desk teams, ensured SLA compliance, training, coaching, and daily performance monitoring.
  • Reduced service downtime by ensuring rapid incident resolution and proactive problem management.
  • Conducted RCA reviews, implemented preventive measures, and maintained transparent stakeholder communication.
  • Streamlined operations, staffing, and escalation management across IT support functions.

Technical Support Officer

HCL Technologies BPO Services
09.2005 - 09.2010
  • Delivered L1 technical support via phone, chat, and email.
  • Troubleshoot and resolved issues efficiently, ensuring customer satisfaction.
  • Provided VIP support and escalated high-priority issues as needed.

Education

Master of Science - Computer Science

S.V. University

Skills

  • IT Service Desk Management (L1/L2)
  • Major Incident & Problem Management (MIM)
  • ITIL v3/v4 Framework SLA & KPI Governance
  • Service Improvement & Transformation (Lean Sigma, Automation)
  • Business Continuity Planning (BCP) & Disaster Recovery
  • People Management & Mentorship (100 FTE teams)
  • ServiceNow, BMC Remedy, Salesforce RemedyForce
  • Analytics & Reporting (Power BI, Tableau, Splunk)
  • Stakeholder, Vendor & Client Relationship Management
  • IT Service Management

Accomplishments

  • Spearheaded the transformation of a red accounts to green by driving the adoption of Agile methodologies.
  • Automated SLA dashboards in Power BI and reduced 4K contacts/month via chatbot.
  • Implemented Lean Sigma initiatives saving 250 FTE hours/month.
  • Implemented Service Improvements through contact deflection that saved approximately 160 FTE hours.
  • Enabled WFH model during pandemic with zero disruption.
  • Played a pivotal role in enabling voice solution for two projects.
  • Instrumental in driving problem management for top volume generators; thus, enhanced overall resolve rate by 7%.
  • Led 3 project transitions seamlessly with minimal vendor support.

Certification

ITIL V3 | RHCE | PMP Trained | AWS Practitioner (Trained)

Timeline

Service Delivery Manager (Project Manager)

Wipro Ltd
03.2022 - Current

Service Delivery Manager

Tata Consultancy Services (TCS)
09.2019 - 03.2022

Operations Manager / Incident Manager

Tata Consultancy Services (TCS)
09.2010 - 08.2019

Technical Support Officer

HCL Technologies BPO Services
09.2005 - 09.2010

Master of Science - Computer Science

S.V. University

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Solomon Raj