KALAVATHY KOTHANDAM

[MOB] 804-***-**** [Email] adif3k@r.postjobfree.com

United State, Westlake, Ohio 44145

Professional Summary

Accomplished ITIL certified Specialist with 9+ years of experience leading and contributing to business-critical initiatives in the areas of Service Strategy, Design, Management, Operations and Transition. Focused on Service Delivery while establishing, implementing and enhancing ITSM implementations. Have gained enormous experience working in multiple Global projects with Clients like Nestle, Henkel, AP Moller Maersk and Legal & General. Effectively managed the implementation, release and the delivery of projects. An active member of the Change Advisory Board with responsibilities including establishment and enforcement of Change Management Policies and Procedures. Implemented Major Change Activities multiple times. Ability to assess, evaluate and recommend solutions for issues pertaining to all Service Management areas. Effectively and efficiently managed many Major/Critical Incidents and provide workaround within the given SLA/SLO.A strong service management background combined with understanding and experience in process improvement and ITSM. Also gained experience in telecom service delivery.

Core Competencies:

‘

Change Management

Problem Management

Incident Management

Workload Management

People Management

Innovation

Leadership development

IT Infrastructure Project Management

Process development

Coach/Mentor

Quality improvement

Recruitment

Six Sigma / Lean

Logical and Analytic thinking skill

Release Management

CERTIFICATIONS

ITIL V3 Foundation

ITIL Intermediate (Intermediate Capability Stream - Planning, Protection and Optimization)

COBIT 5 Foundation

Microsoft Certified Professional (MCP) (Windows XP)

BEC (Business English Certificate 1) – University of Cambridge

Tools: Peregrine Service Center tool, ServiceNow, Maximo, Remedy.

Onsite Experience: Germany (IBM), Hungary (IBM)

EDUCATION

Bachelor of Computer Applications from University of Madras, Chennai, India

Awards/Achievements:

Received IBM Means Service Award from GTS Service Delivery Leader.

Received Service Delivery Excellence Award from IBM and Henkel.

Received “Gold Miles” Award from IBM.

Received “Best of 2012 Award from Henkel and IBM.

Received “ZERO CLUB” award/momentum from Henkel.

Received the “Nes-Star” award from Nestle for best performer.

“My Problem Management Success Story” – Published in Henkel Monthly Newsletter.

WORK HISTORY

Duration

Organization

Clients

Role

July 2010 to December 2014

IBM India Private Limited

Henkel, L&G, APMM, DSG

Delivery Operations Manager

November 2007 to June 2010

Wipro Technologies

Nestle

Project Engineer (IPC)

November 2005 to November 2006

Sutherland Global Services

Microsoft

Technical Support Executive

PROFESSIONAL EXPERIENCE

IBM India Private Limited (India) - Henkel / APMM

Delivery Operations Manager-

Led Henkel and L&G Service Management Process Owners team to include, Incident, Change, Problem, Service Catalog and request fulfillment and configuration management.

Interacted with the executive leaders and clients to represent the goals, objectives and accomplishments of Service management group.

Manage and develop team competency coverage through cross-training, leadership development and succession planning.

Liaise with Recruitment on recruiting and interviewing processes, made recommendations for hiring decisions.

Provide formal performance appraisals to direct reporters.

Implemented and delivered Global End-to-End projects using the concept from ITIL ITSM. Played a vital role in planning, executing, monitoring, controlling and closing multiple global projects. Was accountable for the entire project scope, project team, resources, and the success or failure of the project.

Lead transition/new/implemented Global projects across the GC.

Lead and run the major operational issues using the MIM process involving the MIT/Key stakeholders/Top Management/Architects/Project managers.

Implemented Service Management Automation project adding value to the business in terms of cost/resource/asset usage.

SME (Change Manager/Release Manager)

Effectively execute and drive continuous improvement for IT Change Management.

Manage small projects related to ITSM delivery improvement. Contributing to the annual review of Standard changes.

Established policy, procedures, and standards to ensure consistent, high quality delivery of service management

metrics management, reporting and improvements.

Investigating, recording and provisioning thematic analysis on failed changes, unauthorized changes and changes resulting in major incidents. Using reporting and spot checks to identify areas of improvement from a process and user perspective.

Configure IT technology and executes basic changes while following standard operating procedures and change/release management policies.

Carried out recommended updates to the service lifecycle including patching, point releases and major upgrades.

Gatekeeper for all changes in the Development, Test and Production environments.

Inputting to Change record approval decisions on an ad hoc basis and through internal CAB (Change Advisory Board) /ECAB meetings.

Problem Manager (Transition – Henkel)

Liaison between IBM and Henkel with responsibility for end to end problem management transition including scope, estimates, schedule and risks till Closure Phase and Hand Over to delivery/run operations. Successfully transitioned the existing process and transformed into new agreed process from Henkel (Germany/Hungary) to India. Collaboratively worked in Client location.

Key Achievements: Achieved continuous O SLA Miss, O Backlog and O P1/P2 incidents consecutively for 2 quarters working collaboratively with Change and Incident Management team.

Henkel published "My Problem Management Success Story" in their monthly newsletters printed my name and picture.

Resolved Ticket Backlogs before the Go-Live - High customer satisfaction. Received many awards and appreciations.

Wipro Technologies (India) – Nestle – Project Engineer (Incident/Release/Problem/Change Management)

Managing the Major/Critical Incidents and provide workaround within the given SLA/SLO.

To analyze, judge and challenge the business impact on critical incidents and to take proactive measures based on the analysis.

Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.

Have played a major role in implementation of Incident and change Management process in accordance with Information Technology Infrastructure Library (ITIL).

Responsible for the release management lifecycle, focusing on coordinating various aspects of production and projects into one integrated solution.

Responsible for implementing requested changes in production environment keeping in mind the impact it has on the business.

Coordinating implementation of the change in Pre-Prod and Prod environments. Coordinating testing across GC/markets.

To co-ordinate, communicate and manage high level plans which include Support pack implementation, Import all activities, Bundle implementation, Service Pack implementations.

Performing root cause analysis and effective follow up and closure of the actions identified (Preventive Measures).

Effectively coordinated between the Problem Analysts, including suppliers and external teams to deliver timely resolution of Problems.

Ensured to deliver the quality and integrity of the Problem Management process.

Sutherland Global Services (India) – Microsoft

Microsoft Certified Professional in handling Windows XP internet issues with an Average handle time (AHT) of 15 minutes.

Quick in fixing the issues and simultaneously documenting/closing the ticket records. Had a very good record of OVS (Overall Satisfaction). With good record of high number of successful ticket closure and OVS. I was promoted from Technical Engineer to Escalation engineer within 9 months of experience.

Experience in telecom service delivery, providing both data and voice support to business customers. Consistently exceeded customer Service satisfaction as well as achieving team and personal goals. Skilled in working with facilities vendors, network aspects, telephone line installation, customer premise equipment and end users.

Experience in troubleshooting, VPN, IP management, web hosting, database management, and web site & domain name service.

Take ownership and solve increasingly complex customer issues in line with process & policy ensuring customer satisfaction.

Call Handling aspects includes call logging and qualify issue, prioritize severity, identify and communicate the necessary action plan. Communicating the solution to the customer / client agreeing the action plan.

Execution of the solution is done liaising with client, Microsoft Groups or Partners where appropriate dealing is required.

The issue closure is completed after obtaining customer acceptance of solution.

Take an active role in suggesting enhancements on existing Case handling processes and workflow.

PERSONAL INFORMATION

Nationality

Indian

Marital Status

Married

VISA

H4 EAD (Authorized to work in USA for any employer)

Contact this candidate