Madhu T's Linkedin Analytics

As a dedicated and results-oriented Service Manager, I bring over 10 years of extensive experience in overseeing end-to-end service delivery processes, optimizing service operations, and enhancing customer satisfaction. With certifications in PRINCE2 Agile Foundation and ITIL V3, I have a proven track record in managing application and production support in managed service environments. Currently leading a team of cloud service professionals at Sapiens Technologies, I deliver high-quality cloud services to large European insurance clients. My role involves developing and implementing service delivery strategies, conducting regular service reviews, and collaborating with cross-functional teams to ensure the successful implementation of new services and projects. I have successfully managed service delivery budgets, optimized cloud environments, and maintained strong client relationships, addressing concerns and ensuring overall satisfaction. Previously, as an Application Support Lead at Sapiens Managed Services in Bangalore, I managed a team of 15 application support analysts, ensuring daily health checks, status updates, and incident resolution. My responsibilities included mentoring new team members, implementing production changes, and maintaining application stability using tools like Azure DevOps, Control-M, WhatsUpGold, and Datadog. At IBM India, I specialized in creating and maintaining Control-M jobs, monitoring application health, and performing weekly and monthly maintenance activities. My tenure at HCL Technologies further solidified my expertise in production issue resolution, incident management, and customer coordination. Proficient in SQL, Unix, ServiceNow, JIRA, and cloud operations, I possess strong leadership skills and a deep understanding of ITIL processes. My ability to drive efficiency, improve customer experience, and implement effective service improvement plans makes me a valuable asset to any organization.