Kiran Tanikella
IT Operations Manager | Service Delivery Manager | Application Support Lead
Amsterdam
Summary
Goal focused IT Operations manager with 14+ years of strong experience in Retail and Chemical domains. Experienced in handling numerous projects at once while ensuring accuracy. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Work Authorization: Eligible to work in The Netherlands without visa sponsorship.
Overview
13
13
years of professional experience
6
6
Certifications
Work History
IT Operations Manager
Shell
05.2020 - Current
- Developed disaster recovery plans, ensuring seamless continuity of operations in case of unforeseen events.
- Maintained compliance with industry standards and regulations by implementing rigorous data governance policies and procedures.
- Championed change management efforts during major technology upgrades or migrations, minimizing disruption to business processes.
- Optimized resource utilization with effective capacity planning strategies, ensuring alignment with business demands.
- Managed a high-performing team of IT professionals, providing consistent coaching and development opportunities to drive performance.
- Ensured smooth operations for Shell Catalyst Manufacturing applications across the globe.
- Implemented monitoring tools like Grafana -Tick stack, Thousand Eyes, Riverbed, Aternity for efficient application performance.
- Oversee application development and maintenance to meet business needs and standards.
- Combine features from different applications into one improved version to enhance user experience.
- Implement cost-saving strategies while meeting service level agreements and optimizing resources.
- Drive cloud migration for critical applications to improve scalability and performance.
- Thoroughly document applications for easy reference and troubleshooting in the future.
- Support cost estimation for budget planning and efficient resource allocation.
- Maintain servers to ensure optimal performance and uptime through routine maintenance and monitoring.
- Facilitate communication between business and tech teams for seamless project execution.
Service Delivery Manager
Ahold Delhaize,Tata Consultancy Services
03.2017 - 04.2020
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Streamlined operations for improved customer satisfaction and retention rates.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Coordinated new hire recruitment, training and development.
- Coordinated and led internal and external site team meetings.
- Conduct PI every quarter and refinement sessions every sprint to define the epics/features and stories and make sure all are achieved in the sprint.
- Bringing application stability in terms of incident reduction, MTTR reduction and monitoring of health of applications.
- Ensure resources have the right tools, access, training and information to enable the rapid resolution of Incidents/Requests and the ability to address project needs.
Portfolio Lead
Target USA,Tata Consultancy Services
10.2013 - 03.2017
- Collaborated with cross-functional teams to identify new investment opportunities, contributing to the growth of assets under management.
- Proactively addressed client concerns or issues by providing personalized attention and prompt resolutions, maintaining high levels of customer satisfaction throughout engagements.
- Reviewing the process followed by team members to ensure the quality of the work
- Mentoring the team members frequently and in case of an urgency.
- Create weekly/monthly status reports, and SLA reports to customers.
- Working closely with Delivery team for the releases and helping them in implementing the changes.
- SLA Management for enhancements, service requests and incident management.
- Interacting with client and other stake holders.
- Coordinate and Communicate with Onsite.
- On-call support – fixing high severity batch and online problems in the production system.
- Reviewing SLA missed incidents and analyzing RCA for the incidents and providing solutions. Monitoring SLA% on daily basis and taking action based on that.
- Providing business solutions for the clients to achieve their goals.
- Monitoring the health of critical client applications and applying break fixes when the application is having any issue.
- Suggesting pro-active ideas to fine tune the application and making changes in application code to improve the performance of application
Application Support Engineer
Target USA,Tata Consultancy Services
06.2011 - 09.2013
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Addressed technical issues and guided end users through resolution.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Provided expert support for Distribution Centers (DCs), swiftly resolving client incidents and collaborating with clients to effectively analyze and address issues.
- Assisted team members in researching and resolving production issues and supported test teams facing system challenges during testing phases. Additionally, played a key role in pre- and post-problem research for promotional events and engaged with host teams to resolve WMS outbound message issues.
- Monitored order flows from eStore to OMS and OMS to Store (DC) and WMS, managing and resolving global issues impacting multiple stores.
- Validated OMS applications for various implementations and created knowledge articles to assist team members. Additionally, verified and resolved stuck orders efficiently and implemented Datadog Dashboards for proactive OMS monitoring.
Education
Bachelors of Technology - Computer Science
JNTU
04.2001 -
Skills
Stakeholder Management
ITIL Framework
Risk mitigation planning
Team Collaboration
Incident and Change Management
Decision-Making
Critical Thinking
Teamwork and Collaboration
Time Management
Effective Communication
Team building
Accomplishments
Business Visits:
SHELL CATALYST MANUFACTURING PLANTS:
Belgium: Ghent 2024: Led efforts to resolve technical challenges, improve system reliability, and foster innovation through strategic planning, while enhancing communication between IT and plant management, and emphasizing proactive maintenance for continuous operational improvement.
Germany : Leuna 2022: Visited the catalyst manufacturing plant to configure new production lines, collaborating with the technical team to calibrate equipment, conduct operational checks, reinforce quality control measures, and train staff, resulting in enhanced production capacity, efficiency, and product quality.
AHOLD DELHAIZE:
The Netherlands 2017:Successfully led the takeover of application support, ensuring a smooth IT operations transition through comprehensive knowledge transfer, reverse KT, and effective communication, earning the client’s confidence and trust.
Certification
Outsystems Platform Support Engineer
Timeline
IT Operations Manager
Shell
05.2020 - Current
Service Delivery Manager
Ahold Delhaize,Tata Consultancy Services
03.2017 - 04.2020
Portfolio Lead
Target USA,Tata Consultancy Services
10.2013 - 03.2017
Application Support Engineer
Target USA,Tata Consultancy Services
06.2011 - 09.2013
Bachelors of Technology - Computer Science
JNTU
04.2001 -
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