Ajit Arvind Y

Managed end-to-end Service Level Management activities for enterprise customers, ensuring alignment with contractual commitments and business objectives.

Owned SLA governance, service performance tracking, reporting, and improvement initiatives across multiple service domains.

Developed and published SLA reports daily, weekly, and monthly to highlight performance trends, risks, and improvement opportunities for stakeholders.

Created and maintained Service Level Catalogue and SLA methodology documents to streamline performance management processes.

Developed and published daily, weekly, and monthly SLA reports highlighting performance trends, risks, and improvement opportunities.

Managed executive dashboards and governance presentations to provide clear visibility on SLA compliance, operational performance, service risks, and proposed improvement actions.

Performed Service Delivery Manager activities including analysis of missed SLA metrics, ticket trends, root cause discussions, and corrective action tracking.

Maintained strong customer relationships through proactive communication, service transparency, and effective stakeholder management.

• Monitored service delivery performance metrics, ensuring compliance with established standards to maintain service quality.
• Collaborated with senior management to develop key performance indicators for measuring service level success.
• Monitored service delivery performance metrics to ensure compliance with established standards.
• Managed escalation processes, ensuring timely resolution of critical issues impacting service levels.
• Implemented action plans based on service reviews to drive continuous improvement initiatives.
• Collaborated with cross-functional teams to resolve incidents and improve service response times.
• Cultivated relationships with cross-functional teams, facilitating consistent adherence to service level agreements.
• Analyzed support trends to identify areas for process improvements and resource allocation.
• Led Contract Performance Review (CPR) meetings with business operations, finance, account teams, and customer stakeholders to evaluate contract adherence and performance.

• Managed Knowledge Management activities, enhancing process documentation, metrics tracking, and operational governance.
• Coordinated with tool teams and customers, ensuring process adherence and driving operational effectiveness.
• Managed IT Asset Inventory activities for EUC, Network, and Customer Service towers.
• Maintained asset records and ensured regular updates and data accuracy.
• Conducted Incident Management quality audits and prepared monthly trend analysis reports.
• Presented audit findings, trends, and improvement opportunities to leadership teams.
• Supported service improvement initiatives through comprehensive data analysis and targeted process reviews.
• Tools: HP Service Manager 9, Asset Manager 9.3

• Infrastructure & Business Application Management
• Led end-to-end configuration management activities, ensuring accurate CMDB maintenance, CI lifecycle management, reconciliation, and relationship mapping.
• Executed CI additions, modifications, and decommissioning activities based on business and application requirements.
• Performed reconciliation and migration of existing Configuration Items into updated CMDB categories.
• Coordinated with CI owners, application teams, and infrastructure teams to maintain accurate configuration data.
• Created and delivered configuration management reports, providing insights on infrastructure, application mapping, data requests, and SLA compliance.
• Supported ServiceNow testing activities and ITSM process improvements.
• Facilitated change approvals for business applications and infrastructure components, ensuring alignment with business requirements and minimizing disruptions.
• Tools: ServiceNow, CMDB, HP Service Desk Client 2008

• Provided L2 technical support for enterprise users.
• Managed access requests for Novell, Active Directory, Exchange, and business applications.
• Worked with helpdesk teams, application owners, and system analysts for incident resolution.

• Resolved ISP-related technical issues for customers, ensuring timely solutions.
• Delivered technical support to customers via phone, email, and chat, enhancing issue resolution experience.