CHANDRAN KUYILAN
IT Service Delivery Manager
Bangalore
Summary
Seasoned IT professional with over 22 years of experience in program and project management, service delivery, and ServiceNow implementation seeks to leverage expertise as an IT Service Delivery Manager within a reputable Information Technology organization. Proven ability to manage complex projects, lead global teams, and deliver exceptional service levels. Seeking to contribute to a high-growth, success-driven environment by implementing best practices, driving process improvements, and exceeding stakeholder expectations.
Overview
23
23
years of professional experience
10
10
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Principal Consultant
INFOSYS LIMITED
09.2015 - Current
- As Principal Consultant at Infosys Limited (Sept 2015 - Present), responsible for the end-to-end delivery and management of complex ServiceNow projects. Played a key role in project management, program management, service delivery, stakeholder management, and team leadership. Successfully implemented and supported core ServiceNow modules, including ITSM, CSM, FSM, and SecOps, for large-scale engagements. Collaborated closely with clients to gather requirements, design tailored solutions, and ensure successful project outcomes. Defined, documented, and maintained essential project documentation, such as process flows, solution blueprints, designs, and test cases. Served as a subject matter expert, providing training and guidance to end-users and stakeholders on leveraging ServiceNow effectively. Managed and mentored a team of onshore and offshore resources, driving performance and fostering professional growth. Conducted internal and external project audits, ensuring compliance with industry standards and best practices. Prepared and presented comprehensive weekly and monthly reports to stakeholders, providing clear visibility into project progress, risks, and achievements.
- Led multiple ServiceNow implementations and support engagements for various clients across diverse industries, ensuring seamless integration and user adoption.
- Successfully managed multiple concurrent projects, including ServiceNow implementations, third-party integrations, and ongoing support, ensuring on-time, on-budget delivery.
- Drove the adoption of Agile methodologies and best practices, fostering a culture of iterative development and continuous improvement within project teams.
- Sucessfully carrried out the platform upgrade activities with in short span of time by leveraging ServiceNow best practices.
Senior Analyst
BANK OF AMERICA CONTINUUM SOLUTIONS
07.2009 - 08.2015
- As Senior Analyst at Bank of America Continuum Solutions (July 2009 - August 2015), responsible for ensuring seamless IT operations through effective automation and support. Managed the global delivery of server automation solutions using BMC BladeLogic, optimizing efficiency and standardization across a complex IT landscape. Collaborated closely with global stakeholders, managing expectations and ensuring alignment with business needs. Proactively identified and mitigated risks to service delivery, maintaining business continuity and high levels of system availability. Mentored and motivated team members, driving performance improvement and skill development within the team. Successfully implemented and managed hotfixes, configuration changes, and upgrades to the BMC BladeLogic platform, ensuring system stability and service.
- Managed the implementation, administration, and maintenance of the BMC BladeLogic Server Automation Tool for the ESM_BLADELOGIC_PDDT project, supporting users and stakeholders across Bank of America's global environment.
- Led a global production support team of 10 L2/L3 engineers across AMRS, APAC, and EMEA regions, fostering a highly collaborative and effective team environment.
- Successfully conducted Root Cause Analysis (RCA) for BladeLogic incidents, collaborating with BMC and internal engineering teams to drive continuous improvement and permanent solutions.
- Developed and implemented process improvements for service delivery, stakeholder management, and project documentation, resulting in increased efficiency and enhanced operational effectiveness.
- Achievements:
- Successfully trained and mentored new team members on Control-M agent installation, re-pointing, upgrading, and troubleshooting across various platforms, resulting in a more skilled and efficient support team.
- Recognized for exceptional technical skills and contributions to team success within the HSBC Global Technology team.
Senior System Administrator
HSBC Software Development (India) Pvt Ltd
11.2007 - 06.2009
- As Senior System Administrator at HSBC Software Development (India) Pvt Ltd (November 2007 - June 2009), responsible for the operational stability and performance of IT infrastructure supporting HSBC's UK data centers. Leveraged deep technical expertise to manage and maintain BMC Patrol and Control-M solutions, ensuring proactive monitoring, efficient job scheduling, and timely incident resolution. Collaborated effectively with global incident management and change management teams, ensuring adherence to established ITIL processes and best practices. Provided comprehensive technical documentation and actively contributed to process improvement initiatives, enhancing the overall efficiency and effectiveness of IT operations. Played a key role in knowledge transfer and skills development within the team, mentoring and training new hires on critical technologies and processes.
- Provided critical support for the Northwest National Data Centre and South Yorkshire Group Data Centre operations as part of the HTSE_UK_ESM_SUPPORT project, ensuring high availability and performance of critical IT systems.
- Successfully installed, configured, and administered BMC Patrol and Control-M solutions across a complex IT infrastructure, encompassing UNIX, Wintel, and AS400 servers.
- Collaborated effectively with global teams and stakeholders, acting as a single point of contact in the Hyderabad Disaster Recovery (DR) center and ensuring seamless coordination and communication.
- Achievements:
- Successfully trained and mentored new team members on Control-M agent installation, re-pointing, upgrading, and troubleshooting across various platforms, resulting in a more skilled and efficient support team.
- Recognized for exceptional technical skills and contributions to team success within the HSBC Global Technology team.
Senior Technical Support Engineer
Cybage Software Private Ltd
01.2005 - 11.2007
- As Senior Technical Support Engineer at Cybage Software Private Ltd (January 2005 - November 2007), responsible for providing expert-level technical support for ALABANZA Corporation's web hosting services and automated software solutions. Played a critical role in ensuring customer satisfaction by promptly addressing and resolving technical issues through efficient troubleshooting and proactive problem-solving. Demonstrated a deep understanding of Linux server administration, managing and maintaining a large-scale infrastructure encompassing over 1300 servers. Utilized strong communication and collaboration skills to interact with customers worldwide, providing clear explanations and timely updates on issue resolution. Actively contributed to the development and improvement of support processes, enhancing team efficiency and knowledge sharing within the technical support team.
- Provided exceptional technical support to a global customer base, including DSM owners, Tier-2 owners, resellers, and clients, for ALABANZA Corporation's web hosting services and automated software solutions (DSM/CP).
- Successfully administered and managed over 1300 Linux servers, demonstrating expertise in Linux system administration and ensuring high availability and optimal performance.
- Proactively identified and resolved complex technical issues related to Linux servers, including email, DNS, Apache, MySQL, FTP, and various control panel functionalities, minimizing downtime and ensuring customer satisfaction.
- Achievements:
- Successfully developed and implemented a training and buddy program for new technical support engineers, contributing to enhanced team knowledge, improved onboarding processes, and increased overall team effectiveness.
Customer Support Engineer
Balasai Net Private Ltd
10.2004 - 01.2005
- As Customer Support Engineer at Balasai Net Private Ltd (October 2004 - January 2005), responsible for providing exceptional technical support to customers utilizing web hosting services. Successfully addressed and resolved customer inquiries and technical issues related to a wide range of technologies, including DNS, email (POP/SMTP), file sharing (NFS, Samba), web servers (Apache), and network protocols (TCP/IP). Leveraged remote administration tools such as RDP, VNC, and Putty to efficiently diagnose and resolve technical problems on customer servers, minimizing downtime and ensuring business continuity. Contributed to a positive customer experience by providing clear explanations, timely updates, and effective solutions to technical challenges.
- Provided timely and effective technical support to customers experiencing issues with various web hosting services, including DNS, email, file sharing, and web server functionalities.
- Successfully diagnosed and resolved technical problems related to server configurations, network connectivity, and application-level issues, ensuring minimal disruption to customer operations.
- Proactively monitored server infrastructure and performance using specialized tools such as Big Brother and MRTG, anticipating potential issues and taking corrective actions to maintain optimal service levels.
System Support Engineer
DovLin Technologies
01.2004 - 10.2004
- As System Support Engineer at DovLin Technologies (January 2004 - October 2004), responsible for maintaining and supporting the organization's IT infrastructure and applications. Demonstrated technical proficiency in configuring and managing file sharing services (Samba) and FTP servers, ensuring secure and reliable access to critical business data. Provided prompt and effective troubleshooting for network (LAN) and hardware issues, minimizing downtime and ensuring operational continuity. Contributed to the smooth operation of the 'Medical Transcriptions' software, resolving technical issues and providing user support to ensure seamless business processes.
- Successfully set up, configured, and administered a Samba server, ensuring seamless file sharing and collaboration capabilities within the organization's network environment.
- Managed user accounts, permissions, and file access on the FTP server, ensuring data security and efficient file transfer operations for internal teams.
- Provided technical support and troubleshooting expertise for the 'Medical Transcriptions' software, resolving issues and ensuring uninterrupted operation of critical business processes.
Junior System Administrator
Vitalect Technologies Pvt Ltd
02.2003 - 12.2003
- As Junior System Administrator at Vitalect Technologies Pvt Ltd (February 2003 - December 2003), responsible for providing technical support and maintenance for the IT infrastructure supporting Vitalect India's e-learning platform. Gained practical experience in Linux system administration, performing tasks such as user management, file system maintenance, job scheduling, and backup and recovery procedures. Developed proficiency in managing and troubleshooting network connectivity, including configuring Cisco routers, modems, and leased lines. Expanded technical skills in server hardware support, backup and storage administration, and IT infrastructure monitoring using tools like Big Brother.
- Performed essential Linux system administration tasks, including user and group management, file system maintenance, and job scheduling, ensuring the stability and security of the IT infrastructure supporting Vitalect India's e-learning platform.
- Administered and maintained Cisco networking equipment (800 series routers, synchronous modems, ISDN, and leased lines), ensuring reliable network connectivity and optimal performance for e-learning services.
- Provided technical support for server hardware, backup and storage solutions, and network infrastructure, contributing to the smooth operation of Vitalect India's IT environment.
Education
MBA - Information Systems
Bharathiyar University
Coimbatore, TamilNadu 06.2014 - 05.2016
Bachelor of Science - Mathematics
Kannur University
Kannur, Kerala 06.1998 - 04.2001
Diploma in Electronics Engineering -
Board of Technical Education
06.1995 - 04.1998
Pre-Degree -
Payyannur College
Kannur, Kerala 06.1993 - 04.1995
SSLC -
Parassinikkadavu High School
Kannur, Kerala 06.1992 - 03.1993
Skills
Implementation of ServiceNow ITSM, ITOM, CSM, SecOps, FSM
ServiceNow Platform upgrade planing and executions
Application support and maintenance
Agile/Scrum Methodologies
ITIL V3
Project Management,Program management and Service Delivery
ServiceNow Administration, ITSM, ITOM Discovery, Reports & Dashboards
BMC BladeLogic Server Automation
Linux System Administration
Stakeholder management
Resource Management, Budget Planning & Allocation
Vendor and Stakeholder Management
Client Relationship management and Escalation management
Performance Management and Employée engagement
PMO
Exploring ServiceNow Gen AI (Now Assist Skill Kit)
Certification
Service Now ITSM (Infosys - 2019)
Interests
Soccer, Cricket, Badminton, Travel, Movies
Accomplishments
- Awarded for best project delivery within the CIS department at Infosys.
- Received recognition for outstanding delivery on an ESM project for HSBC Global Technology.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Software product company
- Banking domains
- Continuous learnings
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Career advancementWork-life balancePersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveCompany CultureSoftware
Implementation of ServiceNow ITSM, ITOM, CSM, SecOps, FSM
Project and Program management
Service Delivery
Explore AI opportunities
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Malayalam
Advanced (C1)
Timeline
Principal Consultant
INFOSYS LIMITED
09.2015 - Current
MBA - Information Systems
Bharathiyar University
06.2014 - 05.2016
Senior Analyst
BANK OF AMERICA CONTINUUM SOLUTIONS
07.2009 - 08.2015
Senior System Administrator
HSBC Software Development (India) Pvt Ltd
11.2007 - 06.2009
Senior Technical Support Engineer
Cybage Software Private Ltd
01.2005 - 11.2007
Customer Support Engineer
Balasai Net Private Ltd
10.2004 - 01.2005
System Support Engineer
DovLin Technologies
01.2004 - 10.2004
Junior System Administrator
Vitalect Technologies Pvt Ltd
02.2003 - 12.2003
Bachelor of Science - Mathematics
Kannur University
06.1998 - 04.2001
Diploma in Electronics Engineering -
Board of Technical Education
06.1995 - 04.1998
Pre-Degree -
Payyannur College
06.1993 - 04.1995
SSLC -
Parassinikkadavu High School
06.1992 - 03.1993