Arivu Selvi
Bangalore
Summary
Dynamic Integrated Service Manager with a proven track record at Kyndryl Solutions, excelling in service delivery and change management. Adept at optimizing processes and enhancing customer satisfaction through effective problem-solving and interpersonal relationships. Skilled in ITIL 4 and Service Now, driving continuous improvement initiatives that significantly elevate service performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Integrated Service Manager
Kyndryl Solutions Pvt Ltd
Bengaluru
11.2021 - Current
- Responsibilities include overseeing the delivery of services or service technology to a Client, establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes
- Managing all the services to meet business requirements that includes patch management, asset management, vendor management and change management
- Single point focal in maintaining the overall accountability of the account's service lines' critical business needs
- Ensured to maintain smooth customer interaction and third-party communications
- Played major role in integrating the processes to manage IT infrastructure, systems and services efficiently
- Liaising with account team and the Customer as focal point for all high priority & major incidents reported
- Preliminary & continuous impact assessment on critical priority incidents issues affecting clients and sending out executive alerts/communication notifications to stakeholder groups for awareness
- Provide process-oriented / technical direction and coordination to the resolver groups involved
- Act as an escalation point between service delivery and Customer when services are found to be deteriorated
- Drive/participate and coordinate crisis management when required
- Pro-actively monitor the Incident, problem, change processes
- Study and understand as is processes, consult and coordinate with area subject matter experts and suggest process enhancements for enhanced efficiency and delivery of IT Services
Lead Change and Asset Manager
IBM India Pvt. Ltd.
Bengaluru
10.2020 - 11.2021
- Ensures that the planning, scheduling, approval, implementation, and review of a infrastructure and applications portfolio
- Change managers ensure that all change activity does not impact the integrity of the environment, provide the right quality of service to the business, and keep costs of change activity under control
- Drive actions that increase the percentage of changes that are implemented correctly first time
- Ensure that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt
- Ensure that all changes are managed as planned within the timescales agreed with the change requester
- Escalate any changes which are damaging the quality of the service
- Ensure all changes comply with internal controls and customer/regulatory controls
- Ensure agreed Request for Change, RFC, are entered correctly in the Change Control System
- Organize Change Advisory Board Meetings weekly (CAB) ensure agenda and papers are issued to participants in good time
- Review, monitor and communicate the progress and outcome of changes to all relevant Change owners
Lead Change Manager
Ericsson India Global Services Ltd.
Bengaluru
08.2018 - 09.2020
- Responsible for End-to-End Change Management process and tasks such as planning initial plan, listing tasks (Pre checks, Deployment, Verification & Rollback\Backout), scheduling, resourcing, collision detection, change follow-up beginning till post implementation review
- Ensuring the running efficiency of Change Advisory Board (CAB) trough running CAB meetings and documenting all CAB actions
- Communicating with internal and external stakeholders; conducting impact analyses, assess change readiness and identify key stakeholders
- Developing training materials, communiques, and related process documentation; monitoring training of IT users on the change process tool
- Liaising with key stakeholders and project teams for major change and Go-Live Changes
- Ensured Configuration Management Database (CMDB) is updated with latest information of a Cpost every change via regular forums with client & with focus failed changes, interlocks with Configuration Management team
- Driving monthly service reviews & evolution leadership heightened unauthorized changes & changes resulting in major incidents and drive follow through on actions identified as a result
- Providing insights in defining, preparation, validation, and timely distribution of all operational service reporting against SLAs to measure process compliance and performance
Change Manager
Nityo India Pvt Ltd contracted by IBM
Bengaluru
07.2015 - 07.2018
- Worked in Unilever as Change Lead, handling all activities pertaining to Change Management
- Prepare different kinds of Reports e.g., CAB (Change Advisory Board), DSR (Daily Service Report), FSC (Forward Schedule Changes), WAR (Weekly Analysis Report), FCA (Failed Change Analysis), Weekend Report, Daily Operational Report
- Chairing the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings
- Ensuring all changes receive appropriate sign-off and follow the Change Management Process
- Reviewing the changes to ensure Implementation, Test and Back out plans with appropriate approvals are provided with every change
- Ensure Change Management SLA is met for client and report change metrics to the Service Delivery Manager/ Account manager and the Production Operations Manager
- Manage the education program for Change Management and product lines indicating opportunity areas on global process for change management
- Track and monitor all related change requests & Auditing of RFC as per Global CM Process
Change Coordinator
Randstad India Ltd contracted by Unilever
Bengaluru
12.2014 - 07.2015
- Handled a- Ordination level activities pertaining to Change Management at Co
- Primary decision-making responsibility across end-to-end Change process
- Ensuring all preparations have been made for a CAB meeting, including creation of agenda, circulation of change requests to be considered, and inviting relevant participants
- Ensuring all changes receive appropriate sign-off and follow the Change Management Process
- Implementation, Test and Back out plans with appropriate approvals are provided with every change
- Reviewing the changes to ensure each change is assessed for risk, by the business and IT, to capture the business impact and severity of its implementation
- Track and monitor all related change requests & Auditing of RFC as per Global CM Process
- Enforcement of adherence to Change Management Process and to ensure its implementation across product lines
Education
Masters - Computer Science
Bharathidasan University
Trichy04-2004
Bachelors - Computer Science
Bharathidasan University
Trichy04-2002
Skills
- Service delivery
- Change management
- Continuous improvement
- Interpersonal relationships
- Problem-solving
- Process optimization
- Process implementation
- KPI monitoring
- Asset Management
- Configuration Management
- Patch Management
- Client & Stakeholder Management
- Service Now
- Remedy
- Maximo
Certification
- ITIL 4 Foundation
- CPD Agile Practitioner
- Microsoft Azure AI Fundamentals Certified
- IBM Agile Explorer Certified
Languages
- English
- Tamil
- Kannada
- Telugu
Timeline
Integrated Service Manager
Kyndryl Solutions Pvt Ltd
11.2021 - Current
Lead Change and Asset Manager
IBM India Pvt. Ltd.
10.2020 - 11.2021
Lead Change Manager
Ericsson India Global Services Ltd.
08.2018 - 09.2020
Change Manager
Nityo India Pvt Ltd contracted by IBM
07.2015 - 07.2018
Change Coordinator
Randstad India Ltd contracted by Unilever
12.2014 - 07.2015
Masters - Computer Science
Bharathidasan University
Bachelors - Computer Science
Bharathidasan University
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