Bala Venkatachalam
Bangalore
Summary
Seasoned ITSM Specialist with 8+ years of experience leveraging expertise in ITSM platforms to enhance user experience and optimize service delivery. Proven track record of adapting to dynamic environments, embracing new technologies, and continuously improving processes. Eager to contribute to organization's IT success by applying my in-depth knowledge and collaborative spirit.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Management Consultant
Wipro Limited
Chennai
06.2021 - Current
- Design, implement, and execute ITSM processes, aligning with ITIL best practices.
- Managing end-to-end transition of change management processes.
- Collaborating closely with stakeholders to streamline processes and ensure adherence to ITIL standards.
- Monitoring enterprise-level KPI metrics.
- Facilitated CAB meetings to ensure robust documentation and accuracy of change plans.
- Conducted post-implementation reviews for smooth change execution.
- Organize workshops with partners to assess change impact and alignment with processes.
- Collaborate with Problem and Incident Management teams to identify impact-ful changes and enhance change effectiveness.
- Maintaining change calendar to minimize enterprise disruptions and transparency of major changes.
- Documenting SOPs and process improvements for re-usability.
- Implemented workflow automation, integrating Slack, Jira, and Zendesk to reduce workload.
- Participated in Migration from Cherwell to ServiceNow as ITSM tool.
- Manage Knowledge bases in enterprise level to maintain the KPI and accuracy of articles,
- Engage with article owners in regular intervals to ensure articles contains active users, accurate ownership groups and are maintained in correct workflow. Also work with ownership group to amend the article based in feedbacks.
Senior Analyst
HCL Technologies
Chennai
08.2016 - 06.2021
- Log and prioritize incidents, facilitating communication between teams for efficient resolution.
- Manage a team responsible for creating, analyzing, and monitoring Knowledge articles within ServiceNow ITSM tool.
- Proficient in maintaining articles within ServiceNow, Confluence, and SharePoint platforms.
- Coordinate with internal teams to track process changes and update Knowledge Base, enhancing operational efficiency.
- Led projects during US business hours, collaborating with clients for escalations and improvements.
- Oversaw migration of over 2000 articles from CA to ServiceNow platform, ensuring seamless transition and data integrity.
IT Analyst
Sutherland Global Services
Chennai
08.2014 - 03.2015
- Worked with Amazon UK Prime Video and Kindle services.
- Managed playbooks, knowledge articles, and templates for known errors, email communications, and call scripts.
- Assisted customers with network, streaming, payment, and subscription issues in Amazon Instant Videos.
- Monitored content and license issues in Amazon Prime Videos.
- Provided assistance to users experiencing issues with Kindle devices.
- Handled user inquiries via email and chat support.
Education
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Veltech DR.RR And DR.SR Technical University
Chennai11-2013
Skills
- IT Service Management
- Business Analysis
- Incident Management
- Stakeholder Management
- Change Management
- Agile methodology
- Problem Management
- ServiceNow
- Jira
- Confluence
Accomplishments
- Have successfully migrated from Cherewell to ServiceNow tool
- Implemented several automation to automatically post the change state in Slack, auto-cancellation of unattended changes.
- Identified gaps and improved user experience in Knowledge Management
- Led to reduction of impacts and incidents caused by change by implementing SOP that would help partner to find the root cause quicker to remediate and learn from the error.
- Strategically reduced number of articles being orphaned, close to 1000, by conducting biweekly connect with top management.
Certification
- ITIL V4 Foundation, 2019
Timeline
Service Management Consultant
Wipro Limited
06.2021 - Current
Senior Analyst
HCL Technologies
08.2016 - 06.2021
IT Analyst
Sutherland Global Services
08.2014 - 03.2015
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Veltech DR.RR And DR.SR Technical University
Similar Profiles
John MondalJohn Mondal
Senior Analyst at Wipro LimitedSenior Analyst at Wipro Limited
Hari PrasadHari Prasad
Assistant Manager at Wipro LimitedAssistant Manager at Wipro Limited
Trishant AgrawalTrishant Agrawal
Business Finance Manager at WIPRO LIMITEDBusiness Finance Manager at WIPRO LIMITED