Irudaya Mary
Hyderabad
Summary
Over 20 years of experience in IT service management and project management, specializing in leading technical teams. Certified in ITIL v3 and v4 foundations, with additional certifications in three ITIL v3 intermediate modules. Proven ability to drive all five phases of project management while demonstrating expertise as a Team Leader in incident, problem, and change management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Services Team Lead (Problem Management)
IBM Pvt Ltd. & Kyndryl
09.2017 - 05.2025
- Managed daily problem management processes to improve response times and resolve issues efficiently.
- Led cross-functional teams to improve service delivery and customer satisfaction.
- Developed strategies to streamline workflows and optimize service execution.
- Cultivated client relationships to ensure clear communication and effectively address support needs.
- Facilitated regular team meetings to align project goals and share updates.
- Oversaw performance evaluations to identify skill gaps and training needs.
- Implemented best practices for service management to boost team output.
- Coordinated training programs to elevate staff knowledge and operational efficiency.
Infrastructure Project Manager
IBM Pvt Ltd.
07.2016 - 08.2017
- Oversaw global infrastructure projects, executing RFS refresh initiatives that improved system reliability.
- Led cross-functional teams to implement infrastructure improvements across various projects.
- Developed comprehensive project plans outlining timelines, resources, and key deliverables for stakeholders.
- Managed risk assessments to identify and mitigate potential project execution issues.
- Coordinated with vendors to ensure timely delivery of hardware and software solutions, enhancing project timelines.
- Facilitated regular status meetings to communicate updates and align team objectives, fostering collaboration among stakeholders.
- Established best practices for project management, enhancing operational efficiency.
- Mentored junior project managers on methodologies and tools for infrastructure projects.
Change Mgmt. Team Lead
IBM Pvt Ltd.
07.2015 - 07.2016
- Governed global change management processes, ensuring compliance with customer-defined protocols.
- Collaborated with senior management on change management issues to develop solutions.
- Streamlined operational processes for account transitions, resulting in improved transition timelines.
- Managed resource staffing and billing, ensuring compliance with budget requirements.
- Conducted interviews to hire resources for transitioning and existing accounts.
- Identified and resolved complex business problems through thorough data analysis.
- Executed daily operational plans to ensure effectiveness and efficiency.
- Coached team members, fostering skill development and enhancing team effectiveness.
Problem Manager/ Incident Manager/Quality Analyst
IBM Pvt Ltd.
10.2012 - 07.2015
- Ensured proactive and reactive management of IT problems and known errors.
- Applied five whys technique to identify root causes of recurring issues.
- Reviewed and approved RCAs from service lines, ensuring accuracy and compliance standards.
- Published weekly, daily, and monthly reports on RCA findings and resolutions, enhancing visibility for stakeholders.
- Audited incidents daily, delivering actionable feedback to strengthen service line responses.
- Maintained RCA data using Chip Remedy and Excel trackers for effective reporting.
- Collaborated with customers to address feedback and integrate improvements with service lines.
- Conducted quarterly training sessions for service lines to enhance RCA understanding.
Quality Analyst
IBM Pvt Ltd.
12.2009 - 10.2012
- Delivered feedback to 24 agents, resulting in targeted performance improvements.
- Monitored team performance through PKTs, promoting adherence to established processes.
- Managed migration of processes, ensuring alignment with quality SOPs and enhancing product knowledge.
- Conducted analysis on CSI queued tickets and call quality enhancements.
- Evaluated calls and emails for Level 1, Level 2, and user administration support.
- Facilitated calibration sessions with operations and clients to align standards.
- Acted as process focal point for GDF and defect prevention initiatives.
- Documented 10 investigations to identify process improvement opportunities.
Quality Analyst
Mphasis an EDS Company
08.2007 - 07.2009
- Handled process as acting team lead for 15 agents, focusing on SLA, FCR, and CSI metrics.
- Conducted behavioral and comparative analyses to assess call quality and customer satisfaction.
- Evaluated calls, chats, and emails to provide feedback on communication and product knowledge for 45 agents.
- Trained QAs on monitoring procedures, reports, and process knowledge to enhance evaluation accuracy.
- Compiled weekly and monthly reports on process performance and site metrics to inform team strategies.
- Analyzed call flow procedures and implemented methods to enhance operational efficiency.
- Delivered training sessions for agents on communication skills, voice, accent, and process knowledge.
- Facilitated weekly call calibrations with operations to align standards and expectations.
Senior Technical Support Associate
Mphasis an EDS Company
01.2007 - 08.2007
- Provided expert technical support for software and hardware issues.
- Assisted customers in troubleshooting complex technical problems.
- Assisted Bank of America employees in U.S. with software and hardware issues via chat, ensuring timely resolution of technical problems.
- Documented and prioritized support tickets in the ticketing system.
Customer Support Associate
Wipro
08.2005 - 09.2006
- Provided exceptional customer support through multiple communication channels.
- Resolved customer inquiries and issues efficiently and effectively.
- Responded to U.S. customers' airline ticket inquiries to provide accurate information and support.
- Collaborated with team members to enhance service delivery and efficiency.
Education
B. Com - Marketing
St. Francis College
Hyderabad, India01-2005
12th - C.E.C
St. Francis College
Hyderabad, India01-2002
10th -
St. Ann's High School
Hyderabad, India01-2000
Skills
- Project management
- IT service management
- Data analysis
- Ticketing tools expertise - Maximo, Service Now, Remedy
- End-user quality assurance
- Service delivery optimization
Certification
- IT service Management ITIL V3 & V4 - Foundations
- ITIL V3 Intermediate Modules - CSI, Service Strategy, Service Design Certified
- CBQA Certified
- Six Sigma - Yellow belt trained
Accomplishments
- Identified as one of the Top 3 Performing Project Managers in the 1st Quarter of 2017 by the client.
- Successfully closed 2 BAU projects and 1 RFS.
- Mentored newly joined Project Managers in Project Management basics and Change Management.
- Received top performer recognition for the contributions made to improve the Change Management process in February 2016.
- Helped improve the incident compliance score from 50% to 95% in 2013.
Timeline
Technical Services Team Lead (Problem Management)
IBM Pvt Ltd. & Kyndryl
09.2017 - 05.2025
Infrastructure Project Manager
IBM Pvt Ltd.
07.2016 - 08.2017
Change Mgmt. Team Lead
IBM Pvt Ltd.
07.2015 - 07.2016
Problem Manager/ Incident Manager/Quality Analyst
IBM Pvt Ltd.
10.2012 - 07.2015
Quality Analyst
IBM Pvt Ltd.
12.2009 - 10.2012
Quality Analyst
Mphasis an EDS Company
08.2007 - 07.2009
Senior Technical Support Associate
Mphasis an EDS Company
01.2007 - 08.2007
Customer Support Associate
Wipro
08.2005 - 09.2006
B. Com - Marketing
St. Francis College
12th - C.E.C
St. Francis College
10th -
St. Ann's High School