Arun Kumar Muralidharan
Bengaluru
Summary
Experienced ITIL Process Consultant with over 14 years of dedicated expertise. Proven track record in optimizing IT Service management processes across business domains in service industry to ensure seamless operations, enhance efficiency and reduce the cost of operation. Adept at leading and coordinating with the cross-functional teams, implementing best practices and driving continuous improvement. Strong communicator, team player, self initiator and problem solver, committed to delivering high-quality solutions aligned with business objectives.
Overview
15
15
years of professional experience
5
5
Certifications related to ITIL
13
13
years of post-secondary education
Work History
Service Operations and Process Consultant
Cognizant Technology Solutions
Chennai/Bengaluru (from May 2022)
06.2015 - Current
- Maintain effective partnerships with Delivery teams and to influence Delivery to adapt and adhere to Process Quality framework
- Process Deployment during the lifecycle of an engagement by facilitating in the design/development of ITSM process & strong Floor Management controls in line with Service Management standards
- Conduct periodical Process health check assessments & floor management assessments across Service Desk, Infrastructure towers and Application Support to measure effectiveness of controls.
- Facilitate Delivery teams to adhere to rigorous Risk Management framework, Customer Satisfaction Survey for evaluating the service capability, issues and Continual Service Improvement framework using techniques such as brainstorming, interviewing, SWOT Analysis encompassing both Proactive and Reactive Critical situations to meet Organizational goals
- Publishing Service Management effectiveness Dashboard on Monthly basis
- Contract renewals with improved process baseline, service level baseline
- Achieve the cost of delivery metrics using Resource release & optimization, LSS, Automations and CSI levers
Quality Analyst
Cognizant Technology Solutions
Chennai
09.2013 - 05.2015
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Edited, proofed and critiqued internal documents to improve clarity.
Service Desk Analyst
Cognizant Technology Solutions
Chennai
06.2011 - 08.2013
- Engaged in user support interactions via telephone, chat and email platforms for an Australian leading retailer chain
- Managed Incident management, Service Request and Major Incident management processes
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Technical Support Engineer
CSS Corp Private Limited
Chennai
09.2010 - 03.2011
- Remote troubleshooting of client networks with VOIP based application support
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Client Manager
Laserwords (an SPI Global Company)
Chennai
06.2009 - 03.2010
- Coordinated with US, UK and Singaporean clients (mostly project managers) on resource planning, progress and tracking against deadlines
- Scheduled and attended meetings with clients and prospective clients as requested.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Education
Master of Social Work - Mental Health
06.2011 - 03.2024
- Concurrent field work performed in an de-addiction center among alcohol, drug and substance addiction victims
- Final year project on prevention and rehabilitation of street and working children in cities
- Final Grade: 62%
Bachelor of Engineering - Electrical And Electronics Engineering
04.2019
- Final Grade: 60% (First Class)
No Degree - Higher Secondary School
04.2004
- Final Grade: 82.5%
No Degree - High School
04.2002
- Final Grade: 86%
Skills
- IT Service Management – ITIL intermediate (Service Operations)
- Service Operations, Delivery & Governance
- Audit experience – ISO audits, engagement health, service excellence health, process health assessments
- Transition management, process design & effectiveness Risk governance, continual service improvements
- Operations, service level & Process streamlining for escalated accounts
- Contract renewals and enhanced SLA baseline proposals
- Handled Incident, problem, change, knowledge, release and transition management
- LSS drive for CIS functions using all available levers
Certification
- ITIL V3 (2013)
- ITIL V3 Intermediate - Service Design, Service Transition, Service Operations and CSI (Sept - Nov 2015)
Timeline
Service Operations and Process Consultant - Cognizant Technology Solutions
06.2015 - Current
Quality Analyst - Cognizant Technology Solutions
09.2013 - 05.2015
Service Desk Analyst - Cognizant Technology Solutions
06.2011 - 08.2013
Annamalai University - Master of Social Work, Mental Health
06.2011 - 03.2024
Technical Support Engineer - CSS Corp Private Limited
09.2010 - 03.2011
Client Manager - Laserwords (an SPI Global Company)
06.2009 - 03.2010
CSI College of Engineering (Anna University) - Bachelor of Engineering, Electrical And Electronics Engineering
Zion School - No Degree, Higher Secondary School
SBOA School - No Degree, High School
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