Resume

Resume

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  SARAVANAN K : [email protected] :+91-9972805395 Incident Management~ Project Management~ IT Service Management Location Preference: Bangalore/Chennai/Coimbatore PROFILE SUMMARY  A focused professional with nearly 8 years of experience in Incident Management, Change Management, ITIL Processes, Service Management  Currently associated with Wipro, Mysore as Manager-Operations  Proven record of analysing processes & workflow, assessing their efficacy, relating to business plans & goals  Proficiency in leading dedicated teams for running successful process operations with proven skill of achieving service delivery / organizational targets  Excellent interpersonal and problem solving skills to work in multi-cultural environment CORE COMPETENCIES ~Incident Management ~Change Management ~IT Service Management ~Client Relationship Management ~Project Management ~Team Management ~Problem Management ~Technical Support ~ITIL Framework ORGANIZATIONAL EXPERIENCE Since May’09 Wipro, Mysore as Manager-Operations Growth Path: May’09-Jun’10 Executive-Operations Jun’10-Jun’12 Team Lead Since Jun’12 Manager-Operations Key Result Areas:  Consolidating and providing metrics and performance scorecard  Implementing all activities as per the Service Definition  Providing vision and future directions to the team  Supervising a team of 25-30 people  Managing the overall desk activities  Reporting to senior managers on any issue that can significantly impact the business  Attending Change Advisory Board meetings  Undertaking HR activities as needed  Liaising with change management and senior management  Assisting Analysts in providing first line support when workloads are high, or where additional experience is required  Filling up gaps at Major incident process adherence in terms of artifacts  Conducting continuous interaction with customers to ensure that areas of concern are addressed promptly for improving pre-set service levels  Driving operational excellence set as a standard and adhering to the standard operating procedures  Ensuring control mechanisms by reviewing the current processes to avert process gaps  Identifying process loopholes by organizing meetings with the SPOCs of each department from the grass root level; conducting brainstorming sessions  Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services  Mapping client’s requirements, identifying improvement areas & implementing measures to maximize CSAT levels  Leading, mentoring & monitoring performance of team members to ensure efficiency in process operations and meeting of individual & group targets  Directing ITIL Process including asset management, service level management, issues management, configuration management, risk management, scope change management, release level management
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   Facilitating high-endtechnical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems Highlights:  Achieved: o Best Team Award for Ericsson Project in the year of 2011 o Best Manager Award for Handling telecom customer in the year of 2013  Acted as a single point of contact for Service requests, incident's, Change escalations; supported users across the globe for application and system related issues  Managed day today regional escalations through SDMs/VTSG/RTSM  Ramped up incident Service Level Agreement (SLA) adherence from 70% to 94% through daily reviews; improved recovery times for complex incidents, 92% were resolved same day PREVIOUS EXPERIENCE Jun’08-May’09 E-logic Technologies Pvt. Ltd., Bangalore as Desktop Support Engineer Highlights:  Bagged: o Mind reader for Customer Satisfaction Award in 2009  Recognized for keeping consistency in quality ACADEMIC DETAILS  Bachelor of Computer Science from Bharathiyar University, Coimbatore in 2006 CERTIFICATION  Completed Certification in MCP in 2009  ITIL Foundation Certified in 2014 IT SKILLS Familiar with basic Computer Applications PERSONAL DETAILS Date of Birth: 15th January 1985 Languages Known: English, Kannada, Tamil, and Hindi Mailing Address: Wipro Infotech 146-147 Metgalli Industrial Area Mysore