Manager Service

Saravanan S Mob: +91-950******* E-Mail: **************@****.***

Highly organized and efficient in fast-paced multitasking environments; able to prioritize effectively to accomplish objectives with creativity, enthusiasm and humor.

SYNOPSIS

A Preeminent IT professional with over 15+years of experience in cross-functional arenas, including Strategic Planning, Project Management, Service Management and Technical Support services across globe.

Having rich experience of 10+years. in handling IT Service Management in Product & Service based Industry (Incident Management, Problem Management & IT Change Management).

5+years of Project Management experience & 10+years of Service Management experience (includes 7 years in Banking domain )

An effective leader with exceptional communication and analytical skills and the ability to work under cross-cultural and challenging environments.

Worked in Overseas for 3 months, Visited Melbourne, Australia for Onsite Training and Business understanding programs while working with ANZ OTSS India (August 2006).

CAREER HIGHLIGHTS

Recovered the Infrastructure of UK based Client from Ransomware Virus attack (2017)

Participated in “Manager’s School” a leadership program from Mentor Learning School at Logica Pvt Ltd (presently known as CGI).

Functioned as Relationship Manager for Vendors (Cable & Wireless, HECL) for SCB Network related issues Conducted Cable & Wireless Process Training at Scope International.

ORGANISATIONAL DETAILS

HCL Technologies Ltd, Chennai: Jul 2019 – Till Date

Client: Becton Dickinson

Position: Manager – Problem Management team

Manage the team handling Problem Management for Client

Responsible to perform the Root Cause Analysis for all High Priority Incidents.

Ensure team manages and upload the approved RCA document for both high priority incidents and Low Priority Incidents on the ITSM tool with appropriate Client approval.

Represent the Problem Management team and present the Highlight and lowlights of all Problem tickets to Top Level Management towards HCL and Client Management meetings.

Have engaged on recruitment process on hiring right candidate for our process team.

Manager – Critical Incident Management team.

Manage the team handling Critical & high Priority Incidents for Client

Responsible to own and update the Critical Incident Management Process documents liaising with Client Process team.

Ensured end to end High Priority incidents management and to do proactive measures to prevent re-occurrence of those incidents and to provide quality input to support of the post-problem review processes.

Ensure team send Communication notification and update texts to clients while handling high priority incidents.

Represent the Critical Management team and present the Highlight and lowlights of Critical Incidents to Top Level Management towards HCL and Client Management meetings.

Hewlett Packard Enterprise/DXC Technology (Sep 2011 - Dec 2017)

Project Handled: -

Client: Famous Logistics delivery Services Company, UK (TNT).

Jan 2017 – Dec 2017 (1 yr.)

Position: Project Manager

Was Part of Recovery team in restoring the client’s Infrastructure including the Datacenter Servers from Ransom Virus (WannaCry Malware). Managed end to end Build & Restore of complete prodcution environment for the client.

Ensured the servers are completed with Server handover process (Server Hardening, Latest Windows and Antivirus Patches being installed) by Coordinating with Technical teams (Wintel, Backup, Citrix, Database, AD teams) for the servers to be delivered as per client requirement.

Communicated to Customers daily on the Status report of the Servers restored.

Driven effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.

Client: Leading Bearing & Seal Manufacturing Company, Germany (SKF Bearing).

June 2012 –Jan 2017 (4yrs 6 months)

Position: Project Manager

Handled Projects for Hosting Servers in Datacenter, Decommission of 4000 Servers from a Datacenter at Germany and Datacenter Migration Project (US Datacentre).

Managed global projects of Data Centre built, consolidation & decommissioning, Data, Voice, Security, Server relocation, Server/VMware build etc.

Managed planning, scheduling, executing. monitoring and controlling, gathering metrics and reporting, change control & vendor management.

Utilized project management methodology and planning tools (MS Project) to define, plan, deliver, and communicate result.

Interacted with Technical Architect, Technical Deliverable teams like Wintel, Unix, SQL team and ensure that the requirements that has been defined on the Projects are being implemented as per defined scope of the Project

Direct Interactions with Customers on regular basis to provide the status updates and taking Customers approval on the closure of their Project with relavant sign off documents.

Involved in documentation of scope changes and submit for approval to Governance and provide revised cost sizing estimates as appropriate.

Anticipated bottlenecks, provide escalation management, anticipate and make trade-offs, and balance the business needs versus technical constraints

Client: Largest Electric Utility Service Providers, Germany (EON).

Jan 2012 –Jun 2012 (6 months)

Position: PMO Analyst

Reviewed all Projects & NSSR on the Pre-qualification analysis on the validation of each Project that needs to be assigned to relevant Support team or Service Providers accordingly.

Interacted with Technical Architect, Technical Deliverable teams like Wintel, Unix, SQL team and ensure that the requirements that has been defined on the Projects & NSSR are being documented for the Project implementation with clearly defined scope.

Direct Interactions with Customers on regular basis to provide the status updates and taking Customers approval on the closure of their Project with relevant sign off documents.

Interacted with T-Systems as Network Service provider to understand network related Projects.

Client: Largest Car Manufacturing Company, US (General Motors).

Sep 2011 –Jan 2012

Position: Release Manager, Change Manager.

Ensured all releases are being deployed as per the plan in the Production environment without any delay from delivery teams within HP.

Attended relevant CAB meeting within the Organisation with delivery teams on a Weekly basis for release related changes that are being approved by CAB members.

Communicated to Customers on the outcome of each release activity that are being deployed at the Production environment.

Ensured all Changes requested by customers are implemented in the Production environment without any delay from delivery teams within HP.

Hosted TAB meeting within the Organisation with delivery teams on a Weekly basis

Hosted CAB meeting with Customer and providing the updates of Changes to Customer on regular basis.

Prepared Monthly SLA reports and review those SLAs with Customer on Change metrics.

PREVIOUS ORGANISATION

Logica Pvt Ltd (currently CGI): Mar 2010 - Feb 2011

Client: Largest Furniture & Home Furnishing Manufactures, Sweden (IKEA).

Position: Process Lead

Responsible for transitions of ITSM Processes from Sweden to India as per ITIL framework.

Headed the team handling Change Management, Incident Management, Request Management, Configuration Management & Problem Management process for Sweden Processes in production environement.

Ensured the ITSM processes are being transitioned as a part of Remote Infrastructure Management from Sweden to India with Strong governance of the process towards ITIL framework compliance within the organisation.

Implementation of ITIL best practises on various processes and updating the Process Management documents based on these changes done on the processes.

Reviewed the OLA’s, KPI’s for relevant processes that has been offshored to India from Sweden through Service Review Meetings with Onshore Service Provisional Managers and Managing escalations regarding all the processess.

Managed resource handling for the Sweden Process team which includes recruitment, appraisal, and financial process for entire Sweden Process team.

Maintained high standards of partnership with counterparts in support area through development and management of sound relationships with key stakeholders and process users. Provide training to them on the Change/Incident/ Problem Management process when necessary

Magna InfoTech Pvt Ltd: Sep 2009 - Mar 2010

Client: Logica Pvt Ltd

Position: Change Management Lead

Worked at Client’s Location as Change Management Lead.

Responsible for managing Change Management process in production environment and ensuring quality management practices that adopted to eliminate unplanned service impacts associated with the process.

Strong governance of Change Management process towards ITIL framework compliance within the organisation.

Reviewing the Change Management process and suggesting process improvement ideas to enhance the existing process of Change Management.

Conducted a E- CAB Meetings from Offshore to providing inputs on the discussed Change in that committee. As well participated in the CAB meeting conducted at Onshore

ANZ – OTSS, Bangalore: Apr 2006 - Sep 2009

Position: Risk Analyst

Responsible for transition of Change Management process from Australia to Bangalore Operations team

Other responsibilities include managing Changes in production and ensuring quality changes management practices that are globally adopted to eliminate unplanned service impacts associated with change.

Coordinated with team counterparts & Business stakeholders while being at Melbourne. (August 2006 for Onsite-Business Understanding Program).

Review the individual change case study from the various production support teams and assess the risk and mitigation plans involved. Currently involved with process and changes related to core Business and International Technologies.

Functioned as a Single Point of Contact (SPOC) for Problem Management process for stakeholders at Bangalore.

Formulated conclusion statements and recommendations for actively reducing the probability and or impact of repeat of the same or similar issues for future changes

Performed comprehensive, accurate and timely Systemic Problem Analysis (SPA’s) of all Severity 2 and 3 problems in conjunction with portfolio support areas. Identify process gaps and provide key inputs towards the same in terms of Continuous Improvement (CI).

Communicated with maturity and empathy with support area and escalation points as appropriate to safeguard improving compliance Presenting significant compliance trends to support areas as support to escalation

Standard Chartered Bank, Chennai: Nov 2003 - Mar 2006

(Earlier Known as Scope International)

Position: Analyst – IT Service Support

Responsible for handling high Severity incidents, Critical Change and Post –Problem review Process.

Regulated the life cycle of all IT problems/incidents reported through the IT Service Centre, ensuring strict adherence to Problem Management processes and relevant Service Level Agreements.

Managed Transition of IT Service and Problem Management functions from SCB in different countries into ITSC, Chennai.

Problem Management team building and management. This includes regular job rotation / trainings, wherever required, for the staff to keep their interest alive in the job and to minimise job attrition in the unit & hence organization.

Problem Management health check (this includes SLA’s management and communication of ongoing service disruption / outages and the resultant breach of current SLAs to IT Senior Management / Business).

Managed escalations by involving Applications’ vendors, Business representatives, Relationship Managers and IT support teams for conflict resolution if deemed necessary by the any of the involved parties.

Maintained relationships with the Country IT Relationship Managers, Application owners, primary software vendors and external parties from who services are obtained. This is done by way of scheduled Service Review Meetings as well as with Vendors (Cable & Wireless & HECL) for SCB Network related issues.

Crisis management of high severity incidents and ownership of post-problem review processes (Post-mortem review / report production & Trend Analysis).

Recording of problem details within the SCB Problem Management system, Assigning and tracking of severity based on defined criteria.

Future Focus InfoTech, Chennai: Jan 2003 - Nov 2003

Client: Standard Chartered Bank (Scope International Pvt Ltd)

Position: Problem Analyst

Worked at Client’s Location as Problem Analyst

Primary responsibilities include analysing the problems relating to LAN/WAN environments.

Recording of problem details within the SCB Problem Management system, Assigning and tracking of severity based on defined criteria.

Assignment to a problem owner for resolution.

Communication of problem status to end users and other stakeholders as appropriate.

Recording and communication of problem closure.

Co-ordinating with IT Support groups across the world to solve the high severity problems relating to Network Operating Systems and Legacy applications.

DELL International Services, Bangalore: Jul 2002 - Jan 2003

Position: Technical Support Executive – Trainee

Responsible for solving hardware problems on Desktops as well as on Laptops, Software Installations, Educating the customer on software installations and Anti-Virus Installations that would help them to have a trouble-free system

Finding definite solutions for all Hardware related problems for our customers and giving them precise information on their service and warranty within a stipulated period of time.

CavinKare Pvt Ltd, Chennai: Mar 2001 - Mar 2002

Position: Network Support – Trainee

Responsible for troubleshooting all End-User problems in Software’s and Networking.

Software Installations, Anti-virus Up gradation, TCP/IP Server-Client Connectivity problems, Mail Clients Software Maintenance, Solve all Network & Desktop Related problems.

TECHNOLOGIES & TOOLS COMFORTABLE WITH

Windows 2000/2003/2008, Citrix, VMWARE, Active Directory, Networking (LAN, WAN), Datacentre Management etc.

Project Management & IT Service Management (Change Management, Release Management, Problem Management & Incident Management )

MS Project, Remedy, Service Centre, Unicenter AHD. HP-SM9 tool

CERTIFICATIONS

PMP trained (PMBOK 5th Edition) (2015)

Prince2 Practitioner – Certified (2014)

ITIL V3 Foundation Certified (2011)

ITIL V2 Foundation Certified (2004)

ACADEMIA

X - Std – Passed – CBSE EXAMS – ASAN Memorial School Chennai.

XII – Std – Passed - STATE BOARD EXAMS – Velammal School Chennai.

Bachelor ‘s Degree of Science in Mathematics at Madras University, Chennai.

GNIIT Program completed – NIIT – Computer Course.

PERSONAL DETAILS

Date of birth : 07/June/1978

Gender : Male

Marital Status : Married

Passport # : K6154074 (valid up to 06/11/2022)

Nationality : India

Address : Flat No: 1, Tharisha Flats, Old No: 97, New No 4, “Y” Block, 8th Street,

Annanagar, Chennai – 600040, India.

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