Open to opportunities

Radhakrishna J

@radhakrishnaj

Message

I lead ITSM service delivery teams to improve SLA performance and service quality.

India

Message

What I'm looking for

I'm targeting a Service Delivery Manager or Senior ITSM Lead role where I can lead teams, manage stakeholders, and use my technical range to deliver measurable SLA and service-quality outcomes.

I'm currently supporting a major US retail client at GSPANN Technologies, delivering Tier 1/Tier 2 support for retail and POS systems while owning Incident, Problem, and Change Management workflows in ServiceNow.

At Tech Mahindra, I led an 18-member support team for Lowe's, presenting delivery performance to client stakeholders and managing SLA/ETA tracking, risk analysis, quality dashboards, shift scheduling, attrition, and root cause analysis. I also resolved Linux-based POS and transaction issues and administered Active Directory, Azure, PowerShell, and BMC Remedy workflows.

Across Tata Consultancy Services, HCL Technologies, and Collabera Digital, I've supported enterprise users through ServiceNow, Windows, VMware, Microsoft 365, Cisco VPN, BitLocker, and remote-support environments. I'm ITIL-aligned and VMware Certified Advanced Professional in Network Virtualization Deployment.

Experience

Work history, roles, and key accomplishments

Current

Senior ITSM & Service Delivery Engineer

Current

GSPANN Technologies, Inc.

Nov 2024 - Present (1 year 10 months)

Delivers Tier 1/Tier 2 technical support for retail and POS systems, owning end-to-end ITSM operations and serving as primary escalation point for complex issues.