Arunachalam K

StateStreet Client:

• Established new data centers in Chennai, Coimbatore, and Pune.
• Implemented ISP connectivity between new and existing sites.
• Delivered end-to-end support from the operational center to the floor.
• Migrated over 4500 users seamlessly to newly built sites without business disruption.
• Coordinated with cross-functional teams to optimize infrastructure and enhance service delivery.

• General Responsibilities:
• New Data Center Setup and Migration Across Geo.
• New center deployment and migration across geo.
• Account growth, sustenance, and delivery.
• Risk identification, analysis, and response planning.
• Develop and conduct technology reviews with senior management of the business team and clients.
• Maintain the SLA document for all the activities performed by the team, collate performance data, analyze, and publish.
• IT Infra Projects Management:
• Executed data center consolidations, as well as data center and/or application migrations across geo.
• Perform an impact assessment for the business change request to identify the adverse impact of the change.
• Identify possible mitigation controls that, if applied, could be expected to mitigate the risks identified for the business.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Evaluated vendor proposals to determine which best fit the needs of the organization's various projects.
• Managed day-to-day operational aspects of projects including budgeting, scheduling and resource allocation.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Managed customer service inquiries and complaints in a timely manner.
• Analyzed business performance data and forecasted business results for upper management.
• Facilitated weekly client meetings to review project status, upcoming deliverables, and address concerns.
• Change Management:
• Collect the requirements, and analyze the business needs for the change.
• Translate the business needs into technology requirements, prioritize the change based on urgency, and raise technology change requests under the respective services.
• Follow up with the implementation team and get the changes implemented within their SLA.
• Reviews all the implemented changes to ensure that they have met their objectives; refer back to any that have been backed out of or have failed.
• Track and report any issues, post-implementation.
• Incident Management:
• Act as a Technology SPOC, supporting from the technology front in addressing all the technology-related problems, and supporting the business to achieve their SLA agreed upon with the client.
• Proficient in handling escalations and providing 1st, 2nd, and 3rd level technical support to end users.
• Coordinating with different teams to ensure incidents are managed and handled properly within the agreed service level agreement.
• Keeping track of critical or major incidents and sharing RCA with customers.
• Problem Management:
• Identify and promote recurring issues into problem tickets, which could adversely impact business in meeting SLAs and revenue.
• Proactively identify the incident trend, eliminate false alarms, resolve repeated incidents, and reduce incidents by addressing capacity issues.
• Follow up and track the problem until arriving at the resolution or identifying the root cause of the problem.
• Documenting the activities and root cause of the major outage or problem for future reference.
• Compliance, Coordination, and Tracking:
• Participate in IT security audits and close all the requirements according to the standards and policies of the client/internal information security team.
• Plan, schedule, and review patching, backup compliance, and work on fixing the risks by coordinating with respective teams.