Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Hobbies and interests
Websites
Timeline
Generic
DEEPAK SELVARAJ

DEEPAK SELVARAJ

Bengaluru

Summary

Senior ITSM Professional with over 14 years of experience in Agile and Lean coaching & empowering IT support teams in setting up of ITSM process & tools. Proven track record in reducing incident backlogs and improving cycle times through effective implementation of ITSM process improvements aligned with ITIL and Lean principles. Expertise in facilitating Agile ceremonies, conducting Value Stream Mapping workshops, and guiding teams in adopting Scrum and Kanban frameworks. Strong leadership skills demonstrated by supervising IT delivery, hiring and training new joiners, and coordinating stakeholder communications. Proficient in using Microsoft Power BI for data analysis and reporting, as well as DevSecOps tools. Committed to continuous improvement and quality assurance management with a focus on customer-centric strategies.

Overview

15
15
years of professional experience

Work History

Senior ITSM Professional: Agile Lean Coach & Scrum

Volvo Group India Pvt Ltd
Bengaluru
08.2018 - Current
  • Lead Agile & Lean coaching initiatives for IT support teams, significantly reducing incident backlogs, improving cycle times, and enhancing delivery efficiency
  • Facilitated Agile ceremonies including Daily Standups, Sprint Planning, Sprint Reviews, and Retrospectives for multiple cross-functional teams.
  • Implemented ITSM process improvements aligned with ITIL and Lean principles, driving measurable improvements in SLA compliance and service quality.
  • Conducted Value Stream Mapping workshops to identify bottlenecks, eliminate waste, and enable continuous improvement initiatives.
  • Guided teams in the adoption of Scrum and Kanban frameworks, enhancing delivery predictability, throughput, and team engagement.
  • Acted as Scrum Master, leveraging Azure Boards to manage user stories, tasks, and sprint execution while facilitating weekly Scrum events
  • Collaborated with leadership to define Agile transformation roadmaps, maturity metrics, and performance dashboards to track progress and outcomes
  • Led the setup and optimisation of ITSM tools and processes for support teams in alignment with ITIL standards and organisational governance
  • Supported and enhanced ServiceNow workflows for Incident, Problem, and Change Management, improving operational efficiency and traceability
  • Served as a core member of the Quality team, driving P1 Major Incident Management affecting dealer-facing digital applications, ensuring rapid resolution and minimal business disruption
  • Helped players overcome skill barriers through assessments and goal setting.
  • Championed Root Cause Analysis (RCA) and problem elimination using Lean and ITIL best practices
  • Managed problem records through Post-Incident Reviews (PIRs), ensuring corrective and preventive actions were implemented to prevent recurrence
  • Initiated and managed P1 incidents for dealer applications, ensuring adherence to standard escalation procedures and effective stakeholder communications
  • Extracted, analyzed, and presented weekly and monthly IT delivery reports to executive leadership, providing actionable insights on performance and risk
  • Leveraged Power BI to automate the extraction, analysis, and visualization of runtime and operational reports for leadership consumption
  • Acted as Single Point of Contact (SPOC) for supported markets, ensuring seamless IT–business collaboration through regular stakeholder engagements
  • Served as Knowledge Manager, overseeing the creation, review, maintenance, and quality of knowledge base articles.
  • Represented the team in global forums, implementing Quality Audit metrics and coaching team members on business-critical application knowledge.
  • Monitored dashboards and runtime health of business-critical applications using DevSecOps and enterprise tools.
  • Mentored team members to improve case management quality by applying Continuous Improvement (CI) methodologies, driving consistency, and achieving operational excellence
  • Serving as Team/Technical Lead, overseeing end-to-end IT delivery while adhering to Agile ways of working, facilitating team ceremonies, supporting hiring and onboarding, and managing stakeholder communications

Senior Application Support Engineer

Tarang Software Technologies
05.2017 - 08.2018
  • Analyzed, prioritized, and resolved issues within SLA timelines using ServiceNow ticketing tool.
  • Provided user support for activities like user additions/removals, password resets, and application access management.
  • Utilized MS SQL and AS400 mainframe systems for monitoring logs, access, and reporting services.
  • Restarted application services and monitored job status to ensure application performance.
  • Managed mailbox, ticket queues, and dashboards, with a focus on meeting SLAs and handling critical incidents.
  • Monitored alarms through OP5 for Volvo Group Telematics/Connected solutions, escalating issues when necessary.
  • Hosted monthly back-office meetings and served as SME for Dealer Management applications, following up on pending cases and delays.
  • Coordinated with Incident Management during critical issues to ensure timely resolution and business communication.
  • Conducted daily health checks for applications and managed planned maintenance communications to users.
  • Led daily shift handovers, prepared reports, and facilitated regular knowledge sessions and training for regional teams.

Application Support Analyst

Shell India Markets Pvt Ltd
11.2016 - 02.2017
  • User access management in provisioning/revoking e-banking applications access roles to requested users.
  • Handling issues like users' payment pending/rejection in TRAX, checking the status in TRAX and its interfaces (SAP and Bank) and escalating to concerned teams for their immediate action and acting as a bridge between end users and respected concerned teams and sending out business communications during Sev1/2 incident outages.
  • Password reset requests for TRAX users and various bank portals (RBS, CITI, SCB).
  • Day to Day health checks and monitoring of alerts for various shell business applications.
  • Handle issues/requests from ticketing tool – HP service Manager.
  • Creating Standard Operating Procedure (SOP) for various applications processes and way of handing request/issues.
  • Auditing tickets (Incidents/ requests) on a weekly basis handled by the team and provide complete audit report to the management for quality analysis.

Application Support Engineer

Ascendum Solutions Pvt Ltd
03.2015 - 10.2016
  • Analyzed, prioritized, and resolved issues within SLA timelines, providing on-call support during weekdays/weekends.
  • Managed user maintenance tasks including additions/removals, password resets, and access provisioning.
  • Utilized MS SQL and AS400 for database management, job status checks, and log extraction.
  • Restarted application services to resolve performance issues and ensured applications ran smoothly.
  • Monitored ticket queues, dashboards, and provided timely updates for incidents and maintenance activities.
  • Coordinated with application teams during critical issues (Severity-1/2) for quick resolutions and business impact communications.
  • Sent planned communications to end users for infrastructure maintenance activities in advance.
  • Prepared KPI ITSM reports and tracked incident statuses, sharing updates with management for analysis.
  • Led daily shift handovers, created shift reports, and scheduled knowledge-sharing sessions for Front Desk teams.

Senior Analyst

HCL Technologies
10.2012 - 12.2014
  • Access to remote access application servers and restart the application instances during issues.
  • To provide support for business applications globally on a 24x7 basis.
  • The role involves analyzing, prioritizing, troubleshooting, and resolving the issues.
  • The types of issues include user related activities with regards to applications like user additions, reset passwords, providing access roles to users.
  • The role also involves usage of database like Oracle SQL and Operating system like Linux/Unix as a part of troubleshooting steps during the resolution of the issue.
  • During the Critical issues Severity-1/2, need to get engaged in the bridge call and interact with various support teams Client Services for the resolution of the issue.
  • Also, need to send business communications to end users on a timely basis till the issue is resolved.
  • Prepares daily and weekly KPI report tracker for status of Incidents and Service requests pending and resolved by the team members and shares the same to management for analysis.

Senior Process Associate

TCS
05.2011 - 10.2012
  • To provide level 1 application support for banking applications globally on a 24x7 basis.
  • This involves accepting, troubleshooting, and resolving the tickets (incidents and service requests).
  • The role also involved accepting calls/chats and assisting the users over the application issues.
  • Monitor the jobs which are scheduled on a timely basis.
  • Control-M monitoring tool is used to monitor the jobs scheduled and take appropriate actions/escalating to respective teams during the failure of jobs/jobs stuck.

Education

Master of Technology (M. Tech) - Computer Science Engineering

Singhania University

Bachelor Of Engineering (B.E) - Electronics and Communication Engineering

P.E.S School of Engineering (PES University)
Bengaluru

PUC - Science

K.L.E PU College
Bengaluru

SSLC -

Poorna Prajna High School
Bengaluru

Skills

  • IT service management expertise
  • Agile and lean coaching
  • Lean management principles
  • Team leadership and motivation
  • Scrum mastery
  • Microsoft Power BI proficiency
  • SQL, UNIX, and IBM AS/400 knowledge
  • Customer-focused strategies
  • Quality assurance management
  • Problem resolution techniques
  • Knowledge management systems
  • DevSecOps tools: RabbitMQ, staging tables, PowerShell, QlikView, Jenkins, Hadoop, IBM WebSphere MQ, SQL Server Reporting Services
  • Effective communication skills
  • Analytical problem-solving
  • Commitment to continuous learning
  • Team building and collaboration

Accomplishments

  • Participated in PSM 1 Scrum Master certification training from Volvo group.
  • Procured ITIL V3 Foundation Internal Certification from TCS and HCL.
  • NIIT Certified Java Professional.
  • NICT certified professional in C, C++, UNIX, and LINUX.

Languages

English
Proficient
C2

Hobbies and interests

  • Exploring New Technologies in the market
  • Exploring the new places to travel
  • Exploring the new food items

Websites

Timeline

Senior ITSM Professional: Agile Lean Coach & Scrum

Volvo Group India Pvt Ltd
08.2018 - Current

Senior Application Support Engineer

Tarang Software Technologies
05.2017 - 08.2018

Application Support Analyst

Shell India Markets Pvt Ltd
11.2016 - 02.2017

Application Support Engineer

Ascendum Solutions Pvt Ltd
03.2015 - 10.2016

Senior Analyst

HCL Technologies
10.2012 - 12.2014

Senior Process Associate

TCS
05.2011 - 10.2012

Master of Technology (M. Tech) - Computer Science Engineering

Singhania University

Bachelor Of Engineering (B.E) - Electronics and Communication Engineering

P.E.S School of Engineering (PES University)

PUC - Science

K.L.E PU College

SSLC -

Poorna Prajna High School
DEEPAK SELVARAJ