LeoArul

• Managing a team of 240 engineers across India at client locations (IndusInd & Standard Chartered Bank) & recruit resources without any backfill.
• Configure and customizes the service management system, including workflow creation and documentation for different domains.
• Develop key leadership competencies such as motivating others, customer focus and stakeholders management.
• Uses standard ITIL Methodology to analyze and streamline existing business processes and assists in creation of new business processes
• Train team members in ITSM process (Change/Problem/Incident) of the organization and single point of contact for all change related queries.
• Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers
• Institute innovative Rewards & recognition activities on each Quarter for enhancing team performance & motivation.
• Operate as a key contributor to set a team on different domains for IT operations across India locations & centrally monitored from Chennai.
• Create solutions in BMC tool for helpdesk to solve issues as part of incident management process.
• Automation tools are implemented with the help of development team in the IBL Infra & made the IT operations smart by guiding the client.
• Manage relationship with client and worked under sales force CRM software for MIS review meet.
• End to end support provided for IndusInd bank CEO & all VIP / Critical department users requests by guiding the engineers.
• IT Operations SOP has been created and upgraded periodically and presented to client.
• Create WSR report on monthly basis with extended support provided to customers on weekly basis.
• Established BCP / Holiday readiness to ensure maximum availability of engineers at all major locations to provide support without any disruption to Bank support.

• Served as a primary point of contact at RJIO data center on a 24/7/365 basis.
• In charge of coordinating critical disaster recovery procedures directly impacting the stability of data center operations.
• Active participant in all group meetings & discussion pertaining to implementation & Data center expansions & upgradation.
• Developed all policies & procedures related to the technical and business activities.
• Supervised operational procedures, batch processing procedures, maintained client terminal emulation network and maintain process.
• Planned and executed the relocation to the new data center location without any unplanned disruption to the services.
• Interfaced extensively by Monitoring Server status in Solar Winds Monitoring tool and provided immediate support on pressing technical issues.

Worked in ERP – SAP FICO module for budget planning & site implementation at PAN India sites.

Prepared and presented weekly and monthly reports on budget analysis, asset inventory analysis.

Provided license for ROTN Aircel 3G sites & worked in Ericsson telecom equipment’s.

Prepared monthly MIS Report & presented to customer with trend analysis.

Monthly review with customer to get NOC signoff, provided end to end support by managing the team.

• Documented integration issues and vulnerabilities and outlined improvement recommendations.
• Assessed software bugs and compiled findings along with suggested resolutions for development team members.
• Worked closely with different departments to develop innovative solutions to functionality issues.
• Partnered with leadership team to develop automation strategy and execution plan.
• Checked configuration files and logs to uncover root causes of problems.
• Trained and guided onsite and offshore team members in quality assurance standards, policies and procedures.
• Collaborated with developers and project managers to assess program capabilities, features and testing demands.
• Created successful test scripts to manage automated feature testing,

• Built strong relationships with field operations team to support business development opportunities and improve service.
• Listened to customers' questions and concerns to provide answers or responses.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
• Assigned and designated job territories to customer care staff according to performance and history.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.