Christina Jeny Balaji
ITSM Service Manager
Chennai
Summary
Enthusiastic Service Manager, eager to contribute to team & organization success through hard work, attention to detail and excellent organizational skills. Clear understanding of ITIL and training in Regulatory standards. Motivated to learn, grow and excel in Service Operations & Excellence.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
ITIL Service Manager
Cognizant Technology Solutions
Chennai
08.2018 - Current
- Actively listening to customers' requests, confirming full understanding before addressing concerns.
- Document review and control based on regulatory standards.
- Audit planning preparation and conducting internal audits as per standard guidelines
- Increased customer satisfaction by resolving issues.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Drove operational improvements which resulted in savings and improved profit margins.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzing the effectiveness of the knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits.
- Actively working on the delivery of Incident, Change, Problem & Knowledge Management in BMC Remedy and ServiceNow.
- Enabling CII for the projects to improve customer satisfaction and improving productivity.
- Capturing risks and following up on the closure and categorization.
- Assign delivery goals, conduct performance reviews, skill gap analysis, project resourcing.
- Working with CFS, to guide towards resolution on failures.
- Present deck to client and internal for daily, weekly and monthly reviews.
- Identify incident trends, co-ordinate to identify root cause through RCA techniques and effective problem management.
- Analyzing the effectiveness of the knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits.
- Act as the main point of contact for change requestors or change initiators to liaise during the entire change management process.
- Manage or co-ordinate implementation of corrective action, recording of residual business risk, communicate high quality updates to all stake holders and quality input into Known error DB & KM systems.
- Monitor, manage and align all service aligned queues ensuring service levels are maintained and eliminating backlogs.
- Assign delivery goals, conduct performance reviews, skill gap analysis, project resourcing.
- Used coordination and planning skills to achieve results according to schedule.
Team Leader
Cognizant Technology Solutions
Chennai
02.2015 - 08.2018
- Effectively driving and monitoring a 12-member team to achieve goals and objectives.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Coordinated weekly meetings for internal and external groups.
- Cross-trained and provided back up for customer service managers.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions. Tracked SLAs, KPIs and backlog to ensure they are green and in control
- Developed monthly and daily production output plans to deliver on customer service and financial metrics
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities
- Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improve overall functionality and performance.
Technical Lead
Cognizant Technology Solutions
Chennai
10.2012 - 02.2015
- Handled space, package installation issues, log analysis and log maintenance.
- Co-ordinated with respective support teams during crisis and send communication to stakeholders
- Effectively worked with cross functional teams to resolve incidents and tasks
- Performed housekeeping activities at regular intervals on all Linux servers to ensure availability Worked on MySQL
- DB and GoAnywhere to address file movement issues.
- Identified potential spikes, collected data logs from Linux servers and worked together to resume services
Education
Bachelor of Engineering -
Kongu Engineering College
Perundurai, Erode 08.2008 - 05.2012
Skills
IT Service Management
Regulatory standards
Improvement tracking
Risk management
Certification
ITIL Foundation
Timeline
ISO 20000 Certified Lead Auditor
03-2022
ITIL Service Manager
Cognizant Technology Solutions
08.2018 - Current
RedHat Certified Engineer
09-2015
Team Leader
Cognizant Technology Solutions
02.2015 - 08.2018
ITIL Foundation
12-2014
Technical Lead
Cognizant Technology Solutions
10.2012 - 02.2015
Bachelor of Engineering -
Kongu Engineering College
08.2008 - 05.2012