EZHILARASAN SIVALINGAM
# 5,Siddhesvara Nilaya ,4th Phase Cybele Green Layout, Srivari Road, Margondanahalli, Banglore
Summary
Experienced Shift Lead with proven background in managing team operations, improving productivity, and ensuring customer satisfaction. Strengths include strong leadership skills, ability to multitask and adapt quickly to changing situations. Previous roles demonstrate impact in fostering cohesive teams, implementing process improvements and maintaining high standards of service.
Overview
12
12
years of professional experience
Work History
Senior Technical Associate ( Shift Lead)
Computacenter India Pvt Ltd
Bangalore
12.2023 - Current
- Executed incident management process to prioritize restoration of critical incidents.
- Coordinated response efforts across departments during Severity 2 incidents to achieve swift resolutions.
- Assembled technical recovery team immediately upon declaration of Severity 2 outages.
- Established action and back-up plans for incident restoration within service level agreements.
- Facilitated timely communication with internal and external stakeholders regarding SLA compliance.
- Maintained high-level ownership of technical restoration plans for vendor-delivered IT services.
- Coordinated actions and updates through email, messaging, and P2 ticket management in relevant tools.
- Liaised with infrastructure, application, and vendor teams to accelerate recovery efforts.
- Executed major and minor projects critical for daily business operations.
- Developed SharePoint site to enhance visibility of capabilities, tasks, and team roster.
- Contributed to UK project management team on significant initiatives including C-SAT and firewall changes.
- Managed load balancer upgrades, server remediation, and global connectivity projects effectively.
Senior Associate– Incident Management (Shift Lead)
Kyndryl Solutions Pvt Ltd
Banglore
07.2021 - 12.2023
- Managed urgent, high-impact issues affecting entire business operations.
- Led rapid response teams to address enterprise-level challenges.
- Connected with customers to assess business impact and allocate resources.
- Investigated root causes of incidents, directing mitigation efforts and risk assessments.
- Oversaw Major Incidents, ensuring logging, progression, updates, authorization, and resolution within SLA.
- Chaired conference calls with Service Managers, technical support teams, clients, and third parties.
- Issued timely Red/Amber/Green communications throughout Major Incident progress.
- Prepared Incident Trend Analysis reports to drive service improvement initiatives.
- Monitored application performance using Dynatrace for real-time insights.
Utilized Down Detector to track service outages and disruptions.
Senior Engineer
Ericsson India Global Pvt Ltd Location
Bangalore
11.2015 - 07.2021
- Managed fault and incident tickets to ensure timely resolution.
- Monitored queues to uphold Service Level Agreements and Operational Level Agreements.
- Assigned incidents within divisions while ensuring adherence to quality standards.
- Collaborated with Tier 1 Support for accurate incident documentation and escalation.
- Conducted incident reviews after major events to identify potential problems.
- Provided regular updates to customers regarding ongoing issues and resolutions.
- Executed daily checks, prepared activity reports, and maintained dashboards.
- Processed service request tickets for job profile access and created user accounts.
Analyst
HCL Technologies
Chennai
08.2013 - 11.2015
- Managed contract administration for HCL Technologies Ltd, ensuring compliance with client specifications.
- Abstracted contract details to meet specific client requirements.
- Maintained an update tracker with consistent progress reports.
- Executed quality assurance checks on processed contracts to uphold standards.
- Handled escalation calls from clients to resolve issues promptly.
Education
MCA - Computer Science
Anna University of Technologies Coimbatore
Coimbatore07.2012
Bachelor of Science - Computer Science
The New College
Chennai07.2009
Skills
- Team leadership
- Creative problem solving
- ITIL framework
- Incident management
- Event coordination
- Change management
- Disaster recovery
Languages
Tamil
First Language
English
Advanced (C1)
C1
Kannada
Beginner (A1)
A1
Timeline
Senior Technical Associate ( Shift Lead)
Computacenter India Pvt Ltd
12.2023 - Current
Senior Associate– Incident Management (Shift Lead)
Kyndryl Solutions Pvt Ltd
07.2021 - 12.2023
Senior Engineer
Ericsson India Global Pvt Ltd Location
11.2015 - 07.2021
Analyst
HCL Technologies
08.2013 - 11.2015
MCA - Computer Science
Anna University of Technologies Coimbatore
Bachelor of Science - Computer Science
The New College
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