Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Aswin Krishna V

Aswin Krishna V

Chrompet

Summary

Role as an IT professional preferably in an Infrastructure Support and administration portfolio in an agile environment. Worked on application administration, Incident management, Problem management, Change management and release management, strategies to implement RCA and Problem analysis. Learn new tools and experiment new methodologies to increase profitability, application availability and reduce instability from resource management perspective to the organization.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Enterprise Change Manager

Cognizant Technology Solutions
09.2014 - Current
  • Leading a team of 25 members and overseeing 3 critical services (MIM, Incident, Problem & Change) as a Service lifecycle Manager at Cognizant Technology Solutions, demonstrating exceptional performance with specialization in end-to-end IT Infrastructure
  • Co-ordinating with the application and the Infra team directed the business operations through executive level planning and analysed delivery issues with impressive success in managing clients globally
  • Responsibilities of this group include chairing internal customer Cabs, managing change freezes in line with business priorities, representing change management as a single point of contact for the customers and managing and reporting to senior stakeholders within the business
  • The Change Centre of Excellence: Quality checking and administrative support for the volume of changes being processed within the region
  • Providing leadership and direction on global process standards within the region
  • Managing and prioritizing change conflicts in terms of change scheduling
  • Managing sensitive change freezes in-line with business priorities
  • Scrutiny of high priority and/or high-risk changes
  • Identifying and defining standard changes and acting as the formal approval of those within a given sector
  • On-going review of risk management strategies within the region with respect to change management
  • Demonstrable continual process and service improvement
  • Significant commercial experience in IT Operations within a change management background
  • Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
  • Experience of establishing a new ITIL process within an organization, including successful stakeholder management experience
  • Expertise in setting out delivery standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality experience, while adhering to the SLA and business services
  • Led strategic delivery projects and initiatives comprising re-engineering of business service processes, operations and enterprise applications; evolved delivery process and influenced operational issues across the organization
  • An effective leader with capabilities in motivating teams and maintaining deliverables as per the defined guidelines along with elevating service standards for operational excellence
  • Key People Leader, who has successfully recruited, led and motivated team towards growth and success in the organization; created a clear & compelling view of future through coaching and execution; extensively coordinated with multi-cultural & global teams for smooth functions
  • Project Undertaken: Emblem health, Role: Change manager, Team size: 3
  • Project Undertaken: Walgreens Boot Alliance, Role: Release manager, Team Size: 5, Environment: Production Environment, Horizon Applications, Monitoring Tools
  • Client: KBC Bank, Role: Major Incident Manager, Team size: 7, Environment: Production
  • Client: First data, Role: Problem Manager, Team size: 9, Environment: Production

System Executive

Tata Communications Transformation Limited
02.2012 - 09.2014
  • Responsible in handling inbound calls from Australian residential customers having any issues related to Internet
  • Assisted in creating articles to help analysis in resolving issues on calls and increasing FCR of the team
  • Creating Trouble tickets on Citrix tool and tried to resolve them on the First Call Resolution basis
  • Troubleshoot hardware and software issues and assign the hardware issue tickets to the on-site team for quick resolution
  • Reporting network-based issues to the Network team based on the criticality of the issue
  • Providing network service to Telstra customers within the SLA
  • Assessing the impact and the urgency of incidents and in defining and executing escalation procedures
  • Provide coaching/feedback to support the front-line agents on a regular basis & reported in form of feedback forms
  • Assisting the users in connecting to the internet both in office and in remote locations
  • Escalating issues which had urgent severity to the on-call engineer and coordinating with them to resolve the incident for the application or server
  • Project: Telstra

Senior Technical Support Executive

Sutherland Global Services
08.2010 - 02.2012
  • Resolving the needs related to our customers with McAfee Security Products
  • Creating a solution to achieve high customer satisfaction rate
  • Executing Network Printer Installation & computer hardware’s & Software’s issues
  • Installing Remote Access Setup for installation and troubleshooting the security products
  • Hands on Experience with McAfee Antivirus, McAfee Internet Security, McAfee Backup and McAfee Mobile Security
  • Understanding Customer needs and delivers right solution

Education

Bachelor of Computer Application -

Madras University
01.2013

Diploma in Electronic Communication -

SRM Polytechnic Collage
01.2005

Skills

  • Service lifecycle management
  • Change requests processing
  • Emergency changes management
  • ITIL
  • Agile framework
  • Major Incident management
  • Problem management
  • Root Cause Analysis
  • ITIL incident management
  • ITIL problem management
  • ITIL change management
  • Windows
  • Linux
  • Citrix
  • Unix Bash Scripting
  • Microsoft SQL
  • JIRA
  • Service Now
  • BMC Remedy
  • IPMONITOR
  • Zabbix
  • PUTTY
  • RDP
  • MS Office
  • Remote Assistance
  • Lync
  • SAP
  • Request IT
  • Dynatrace
  • Apigee
  • Snow
  • Kibana
  • UAC/UDM
  • Connect direct
  • Customer service tool
  • SQL Enterprise Manager
  • SPLUNK

Certification

  • ITIL – Intermediate Service Delivery
  • AWS Solution Architect Associate
  • Professional Scrum Master I

Timeline

Enterprise Change Manager

Cognizant Technology Solutions
09.2014 - Current

System Executive

Tata Communications Transformation Limited
02.2012 - 09.2014

Senior Technical Support Executive

Sutherland Global Services
08.2010 - 02.2012

Diploma in Electronic Communication -

SRM Polytechnic Collage

Bachelor of Computer Application -

Madras University

Similar Profiles

CREATE PROFILE
Aswin Krishna V