Harikaran Velayutham
Maduravoyal
Summary
Dynamic ITSM and cross-skilled professional with over 10 years of experience in project and service management across the Telecom, Banking, and IT sectors. Proven track record of identifying and addressing management and deliverable needs through innovative service solutions. Expertise in internal and external communication enhances collaboration and stakeholder engagement. A proactive approach to driving initiatives and managing resolutions in major incident, change, and problem management ensures operational excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior technical specialist
Cognizant technology solutions
12.2024 - Current
- Incident Response: Lead incident response teams to resolve complex technical issues.
- Root Cause Analysis: Identify root causes and implement corrective actions.
- Communication: Coordinate with stakeholders, ensuring transparent and timely updates.
- Problem-Solving: Develop and implement solutions to prevent future incidents.
- Process Improvement: Continuously refine incident management processes.
Incident / Problem management
Equiniti india
05.2022 - 12.2024
- Handling P1 & P2 bridges with technical teams and Business.
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization.
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Identify anomalies (problems) related to ongoing issues associated with HW, SW, OS's, Office Productivity and other business applications, and services not detected by an influx of tickets.
Project lead
Cognizant technology solutions
04.2021 - 05.2022
- Coordinate internal resources and third parties/vendors for the flawless execution of projects.
- Ensure resource availability and allocation.
- Use appropriate verification techniques to manage changes in project scope, schedule and costs.
- Measure project performance using appropriate systems, tools, and techniques.
- Perform risk management to minimize project risks.
Incident manager (Payments)
Australia New Zealand bank
Bengaluru, India
08.2019 - 06.2020
- Managing the Tier II and Tier III level of escalations from Business and ensuring the Business satisfaction is at high level.
- Functionally managing several support teams of various levels across the APAC.
- Manage stakeholder communications including status reporting.
- Ensuring high level service by performing internal audit across several teams for strict adherence to the process.
- Analyzing third-party as well as internal processes and creating strategies for service delivery optimization.
Major incident manager
Standard Chartered bank GBS
04.2017 - 06.2019
- Direct leadership and facilitation of restoration efforts for all Critical/high severity incidents in a 24/7/365 environment Hosting CAB(Change Advisory Board) to discuss ongoing and upcoming changes.
- Maintain a sense of urgency and awareness of SLA throughout the course of the incident.
- Manage incident communication across a diverse audience.
- Driving the efficiency and effectiveness of an end to end Incident management process based on ITIL framework.
Incident manager
Nokia network solutions
09.2016 - 04.2017
- Handling all high priority incidents and hosting bridge call with application support for resolutions.
- Communicating with stakeholders and business based on the impact and priority of the incidents.
- Worked on Crisis situations and deployment on war rooms during the wider impact.
- Handling production support teams.
System analyst
Computer science corporation
11.2012 - 06.2016
- Owns all Incidents and Service Requests throughout the lifecycle Software and hardware troubleshooting and ticket handling.
- Monitoring and analyzing of cloud backups in Symantec optic analytics tool.
- Resolve Incident requests for Critical Backup failures.
- Managing Tape Library, Master Server, Media server and VTL (Virtual Tape Library) Environment.
Configuration engineer
Nokia siemens networks
07.2010 - 11.2012
- Monitoring the performance of new & existing sites and trouble-shooting the problems that may arise in those sites on a day-to-day basis.
- Ensuring KPIs from cluster level.
- Monitoring the functionality of the network (NOKIA and ERICSSON) equipment's.
- Escalate the issue and alarm report to Tier-2 Engineer if required.
Education
Bachelor of engineering - electronic and communication
Sri muthukumaran institute of technology
Diploma - electronic and communication
Thiru seven hills polytechnic college
SSLC - undefined
SBOA matriculation school
Skills
- Operational service coordination
- Crisis management expertise
- Project transition planning
- NOC operations management
- Backup and recovery solutions
Certification
ITILv3
Languages
Tamil
English
Personal Information
- Date of Birth: 06/27/88
- Gender: Male
- Nationality: Indian
- Marital Status: Single
- Religion: Hindu
Timeline
Senior technical specialist
Cognizant technology solutions
12.2024 - Current
Incident / Problem management
Equiniti india
05.2022 - 12.2024
Project lead
Cognizant technology solutions
04.2021 - 05.2022
Incident manager (Payments)
Australia New Zealand bank
08.2019 - 06.2020
Major incident manager
Standard Chartered bank GBS
04.2017 - 06.2019
Incident manager
Nokia network solutions
09.2016 - 04.2017
System analyst
Computer science corporation
11.2012 - 06.2016
Configuration engineer
Nokia siemens networks
07.2010 - 11.2012
Diploma - electronic and communication
Thiru seven hills polytechnic college
SSLC - undefined
SBOA matriculation school
Bachelor of engineering - electronic and communication
Sri muthukumaran institute of technology