Cariappa Ponnakachira
Bengaluru,karnataka
Summary
Results-driven professional with 16+ years of diverse experience, including 7+ years in Cloud Managed Services and 5 years in Recruitment & Staffing. Seeking a challenging role in a competitive industry to leverage skills, knowledge, and education for organizational growth and personal development. Committed to making critical decisions that drive progress and advancement within the company, aspiring to lead client demands with a learning mindset that drives innovation and goal achievement. Detail-oriented individual with exceptional communication and project management skills, proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Infrastructure Service Management
Capgemini India Pvt Ltd
Bengaluru
04.2022 - Current
- Company Overview: Industry: IT/Service – Infrastructures & Services
- Service Strategy, Governance and Planning: Develop, implement, and maintain IT service management strategies and policies. Ensure IT services align with the company’s business objectives and user needs. Collaborate with stakeholders to define service levels and expectation
- Establishing ITSM Policies and Procedures: Define clear policies, guidelines, and standards for all IT service management processes (e.g., incident management, change management, problem management). Ensure that these policies are aligned with organizational goals, industry standards, and regulatory requirements (such as GDPR, HIPAA, etc.).
- Compliance and Auditing: Ensure that ITSM processes comply with internal and external regulatory requirements (e.g., SOX compliance, ISO standards). Regularly audit ITSM processes and services to ensure adherence to governance policies and identify areas for improvement. Implement controls to manage data privacy, security, and integrity.
- Stakeholder Engagement and Communication: Ensure regular communication between IT, business units, and other stakeholders to align IT service management with organizational priorities. Establish governance boards or committees (e.g., Change Advisory Board, Service Review Board) to provide oversight and decision-making. Provide high-level reports IT service management performance at agreed intervals (monthly, quarterly, yearly), service levels (SLAs) reports, MTTR, Change & Problem reports. Weekly and Monthly delivery progress presentation.
- Performance Monitoring and KPIs: Define and track key performance indicators (KPIs) and service level agreements (SLAs) to ensure that IT services are performing as expected. Use performance data to assess whether IT services are meeting business needs and delivering value.
- Escalation and Decision-Making: Implement clear escalation processes to address issues or conflicts. Empower governance bodies to make decisions on critical service management issues.
- Service Design and Improvement: Work with various teams to improve IT services, ensuring scalability, efficient, and cost-effective. Use service management frameworks (like ITIL) to establish standardized processes. Conduct regular assessments and audits of service performance and service level agreements (SLAs).
- Incident, Major Incidents, Change Management, Problem Management, Asset Management, Knowledge Management: Oversee the incident management process, ensuring that issues are resolved promptly and efficiently. Manage the problem management process to identify root causes of recurring incidents and initiate corrective actions. Coordinate with IT teams to minimize service downtime and mitigate disruptions.
- Change Management: Implement and maintain change management processes, ensuring that changes are carefully planned, tested, and deployed with minimal impact on services. Track and manage all change requests, ensuring proper documentation and approval workflows.
- Service Catalog and Request Management: maintain a service catalog that outlines available IT services and how users can access them. Oversee service request fulfillment processes and ensure that requests are completed within agreed timelines. Track the performance of IT services against predefined SLAs and KPIs (Key Performance Indicators). Prepare regular reports for senior management on service performance, incidents, and improvements.
- Continuous Improvement: Identify opportunities for continuous improvement in IT service management practices. Lead or participate in projects to optimize processes and service delivery, utilizing feedback and lessons learned.
- Collaboration and Stakeholder Communication: Act as a liaison between the IT department and business units to ensure that IT services meet business needs. Provide regular updates to leadership on ITSM performance, challenges, and initiatives.
- Risk Management and Compliance: Ensure ITSM processes comply with industry regulations, standards, and best practices. Identify risks to service delivery and develop mitigation strategies.
Program & Service Delivery Manager
IBM
02.2015 - 05.2022
- Company Overview: Industry: IT/Service - IBM Cloud Managed services
- Client Interface: Client satisfaction and business operations Getting involved in Solutioning and Cost where needed. Be face to client on all Services, transactions Customer point of Escalation and communication Participate in the Account planning/ strategy. Participate in client operational meetings, Resource management, decision making SPOC for all server commissioning and decommissioning for EU business accounts. Participate in P1 issues till the resolutions are provided to customers. Work with customer & Transition team on any new Lift & Shit incoming. Till the servers are handed over to BAU full support. Work force management, and trainings to the team members when and where needed.
- Client Satisfaction: Support Project Executive as needed for Continuous Improvement, Get-to-Green status, and other projects. Support the PE in winning and maintaining customer confidence and reference ability.
- Governance and Reporting: Manage entitlements, do analysis and engage delivery, drive remediation. - eg: storage, backup. Analyze the survey feedback and generate, track service improvements. Support the external and internal Project Executives in maintaining client data in Cloud tools/ repositories (Score CAD, CEM, BOX etc). Generate periodic reports. Also, audit and validate reports generated. Support - improving margins, new services, renewal, etc. Support the preparation and validation of SLA reporting / credits. Prepare slides for QBRs (Quarterly Business Review) and other client meetings. Engage in annual DR Test process responsibilities. Participates as the off-hours focal in discussions with DPE, PE and client. Daily backup status review & follow up with backup team for all backup failures/issues.
- Escalation Management: Engages as the off-hours DPE in Crist Sit during Off Hours. Provide customer updates during Off Hours, in cooperation with the On Call DPE. Problem, Change, and Service Request Management. Heath Check (HC) remediation, NCI Patch & all type of patching activity coordination. Track status of customer approvals for maintenance activities (e.g., outages, waivers, changes. Follow up & drives all relevant back end activities (non-client facing). Daily monitoring report of SRs and Incident. Part of RCA and remediation plan. Track completion of identified activities.
- Compliance: Provide support and assist in tracking compliance for audits. Audit related documentation when applicable. Risk Exception tracking and closure.
Staffing Executive
Google
09.2013 - 03.2014
- Company Overview: Industry : IT /Non IT / Business
- Google Inc. is a leading American multinational corporation specializing in Internet-related services and products. These include search, cloud computing, software, and online advertising technologies.
- Role description: Individually handling Campus and Interns hiring from all elite and tier1 colleges from India. Provide necessary recruitment strategies for marketing and sales support control. Formulated and executed several college recruitment curriculums. Travelled to top Campuses and presented the pre-placement talks for Google. Suggested and initiated the candidate development engagement program which focuses on developing the shortlisted candidates to be a potential prospect Google employee in the future. Worked on various branding programs like Anita Borg – Grace Hopper, Hackathon, Gday etc. Played a vital role in planning Intern Hiring program
Human Resources (Staffing, Planning, University Relations & Hiring)
IBM
09.2008 - 09.2013
- Company Overview: Industry : IT /Non IT /Campus / off campus/ Recruitment & Operations
- Role description: Played a vital role as an associate for delivery hires. Involved in Planning and estimation of quarterly hire/recruiter. Working on niche campus & off campus searches. Ensuring the team meets the process compliance. Mentoring/coaching team members. Supported other department in sourcing and hiring related activity. Handling End to End Recruitment process independently on multiple accounts as a SPOC (Single Point of Contact). Induction / On Boarding/ New hire Orientation/for various functions. Lead, build, and strengthen key relationships with agencies, partners, professional organizations & colleges. Provide necessary recruitment strategies for marketing and sales support control. Formulated and executed several college recruitment curriculums.
- Provide essential establishment and maintenance with selective employment organizations. Formulated and implemented various outreach recruitment tours to major cities and career centers with numbers of universities. Provide vital assistance in the staff’s communication enhancement curriculums.
- Management Skills: Campus Recruitment: Have extensive expertise in conducting campus & off campus Recruitments in all Engineering & Business Schools throughout India. Walk-in Interview Good experience in conducting walk-in interviews all over India. Offer letters: Manage offer process, including reference checks, salary negotiations, offer letter generation and offer acceptance/declines. Vendor Evaluation & Management: Evaluate consultants and Vendor Selection and getting into an agreement based on the Company Guidelines. MIS: Compile and update reports for job openings, hires and post-hire summaries for hiring managers. Audit: Have audited more than 3000 files for the Company Internal Audit 2011
Relationship Manager
ICICI Bank Canada
06.2005 - 08.2008
- ICICI Bank Canada is a banking process, subsidiary bank of ICICI Bank India, I was leading a team of 9 members, This process gave me a bench mark in respect to the functioning of the banking sector (Branch banking and virtual banking).
- Processing the transaction (locally & internationally), through NEFT/RTGS mode. Verifying the errors and auditing them, that has direct impact on customer funds and transaction. Dispute settlement that in turn establish strong customer and bank relationship, retaining the customers. Escalation Lead in time of market fluctuation affecting the business directly. I have some knowledge in Finacle software designed by Infosys, which is mainly used in banking sector these days; I have shared ideas to up sell the banking products (Fixed deposit, savings a/c, international transfers, and loans). I have also played a role of coordinator between the processing & transaction units between Canada & India. (Reference Available Upon Request).
- Account: Ontel /TalkTalk (Carfone Warehouse Group)– Telecommunication sector This is one of the largest telecommunication company in UK, This roll mainly involved in selling the products (Broadband, Landlines, Mobile & other services to the customers), Onetel is a part of Carphone Warehouse Group, which is one of the largest private telecommunication sector next to BT ( British Telecom), This role gave a better Understanding in communication and its operations
Education
BBA - Financial Management
Indian Academy Degree College
Bengaluru04.2005
ASC Public School
Skills
- Technical proficiency
- Experience with Agile frameworks
- ITIL V3 Foundation
- Site reliability engineering in IT operations
- Functional proficiency
- Effective service management
- Business process optimization
- Organizational change management
- Problem Management
- Incident Management
- Escalation Management
- Knowledge Management
- SLA / KPI Management
- Process optimization
- Governance, risk Management and compliance
Certification
- ITIL Foundations, IBM Certified Manager (Basics)/Cloud & Watson Foundation/ IBM Agile Explorer.
- MS Excel / PowerPoint/ Windows
Timeline
Infrastructure Service Management
Capgemini India Pvt Ltd
04.2022 - Current
Program & Service Delivery Manager
IBM
02.2015 - 05.2022
Staffing Executive
Google
09.2013 - 03.2014
Human Resources (Staffing, Planning, University Relations & Hiring)
IBM
09.2008 - 09.2013
Relationship Manager
ICICI Bank Canada
06.2005 - 08.2008
BBA - Financial Management
Indian Academy Degree College
ASC Public School
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