Goutham M
Bangalore
Summary
With over a decade of professional experience in IT Operations management and thorough understanding of ITIL Concepts in Incident Management, Problem Management & Change Management. Contributor to analyzing and improvement of process as part of continual service improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
SAP Consultant
TATA Consultancy Services
Bangalore
03.2021 - Current
- Designing and leading initiatives business transformation projects in connection with ITSM Services.
- Build and manage change management activities to a business-ready standard.
- Developed and managed project plans while providing status updates to management.
- Manage escalations/concerns from the business, project teams and vendors.
- Identifying enhancements to existing service management processes.
- Operate with right support where needed across teams, Stakeholders and Internal teams.
- Customer Analytics, Reporting & Insights to provide actionable recommendations for improvement.
- Manage communications with stakeholders, Risk and Issue handling, Resource Capacity planning.
IT Service Manager
TeamLease Digital Pvt. Ltd.
Bangalore
05.2019 - 03.2021
- Coordinate incidents that caused disruption to IT services and provide timely updates to business owners.
- Assessing and Agreeing Business Impact and Incident Severity Level.
- Comfortable working both independently and with large teams in a matrix organisation environment.
- Creating communication plan, weekly and monthly reports based on SLAs and KPIs.
- Moderating post-incident audit for problem solving, mitigation plan, and RCA (Root Cause Analysis).
Sr. Coordinator ID Administration
Convergys India Pvt. Ltd.
Bangalore
10.2012 - 06.2018
- Logging incidents and service requests, categorizing and prioritizing them as per ITIL guidelines.
- Experience in multiple areas of operations e.g. Break-fix, Managing Services, and ITIL processes.
- Responsible for new client project setup, project extension and closure.
- The Improve discipline specific processes and procedures to identify opportunities for improvement.
- Assisted with the preparation of presentations for senior management meetings.
- Excel Master Data management and reporting.
Accounts Executive
Avery Dennison India Pvt. Ltd.
Bangalore
06.2011 - 10.2012
- Responsible for sending outstanding statements of customers to the branch on a weekly basis.
- Generating daily sales report and sending it to the general manager on a daily basis.
- Checking of Tax and Excise duty details is mentioned in Invoice.
- Sending collection target reports to the branches.
- Comparison of sales and collection monthly report.
- Preparing credit note and debit note to customer.
Education
B.COM (Bachelor of Commerce) -
Sri Jagadguru Renukacharya College, Bangalore University
01.2011
Skills
- ITIL Life Cycle
- Quality Analyst
- Service Request Fulfillment
- Incident Management
- Change and Problem management
- Problem-solving aptitude
- Agile methodologies
- Managing tickets lifecycle
- Project Leadership
- Process Improvement
- Operations Analysis
- Quality Assurance
- Continuous Improvement
Accomplishments
- Bagged Special Recognition Award for the month of February 2013,
- Recognition Award of the Month December, 2014 and March, September 2016.
- Achieved star performer for the two consecutive quarters in 2023.
Certification
- ITIL Foundation
- Microsoft office specialist
Disclaimer
I hereby declare that the above-mentioned details are true and authentic to the best of my knowledge.
Timeline
SAP Consultant
TATA Consultancy Services
03.2021 - Current
IT Service Manager
TeamLease Digital Pvt. Ltd.
05.2019 - 03.2021
Sr. Coordinator ID Administration
Convergys India Pvt. Ltd.
10.2012 - 06.2018
Accounts Executive
Avery Dennison India Pvt. Ltd.
06.2011 - 10.2012
B.COM (Bachelor of Commerce) -
Sri Jagadguru Renukacharya College, Bangalore University
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