Murugan Arumugam

• Excellence in delivering automation and data-centric Business Intelligence solutions using modern BI tools
• Lead a team of 5–8 BI developers and data analysts, managing delivery, coaching, performance reviews, and skills development.
• Own the BI and analytics roadmap, aligning with senior leadership on priorities, KPIs, and key reporting initiatives.
• Oversee the design and development of dashboards and analytics solutions using Tableau, Platform Analytics, Performance Analytics, Power BI, BMC eMite, and other tools, enabling self-service insights for business users.
• Manage data ingestion, transformation, and modeling, including ETL/ELT pipelines and semantic layers to support scalable, reusable datasets
• Drive reporting automation across multiple platforms, reducing manual report preparation effort, and improving the accuracy and timeliness of management information
• Partner with stakeholders across [e.g., Operations, CTM, Service Management, Risk, IT] to translate business requirements into robust BI solutions, and challenge metrics where necessary
• Establish and enforce development standards and best practices (naming conventions, documentation, peer review, testing) across the BI team.
• Monitor and report on team performance, project milestones, and service levels, proactively managing risks and dependencies.
• Strong analytical thinking and client management experience, with hands-on experience in problem-solving.
• Design reporting standards for operational metrics, service level requirements, and process KPIs
• Identifying and analyzing business needs, picking requirements, defining scope, and objectives to make business decisions
• Having strong knowledge in working with Incident, Change, SLM, Service Catalogue, Request, and Problem life cycle modules (ITSM)

Service Management Work Summary

• Manage the relationship with country technology stakeholders, ensuring alignment and satisfaction, and acting as the interface between Group Service Recipients and Group Service Providers on Service Level Management matters.
• Drive and facilitate SIPs (Service Improvement Plans) to address any SLAs noncompliance or performance improvement needs. Identify areas needing improvement, define actionable steps, and monitor the progress of improvement plans.
• Manage stakeholder escalated issues/incidents and service outages impacting business services until closure, with updates on causes and corrective/preventive actions.
• Review audit points and operating risks, with appropriate remediation actions taken up by responsible parties, and ensure that any material risks are understood and accepted.

Decommissioning of BMC eMite & Actuate Tool (Project)

BMC eMite, a visualization tool and Actuate reporting DataMart, is used by various stakeholders for day-to-day operations. Where the Remedy data is extracted from Datamart through SQL queries, which helps the operations for the regular BAU. Involved in the project for the coordination with various support teams, such as Infra, Database, Application Vendor, PIM, and Security team, etc., for getting the applications, database, and servers decommissioned, which saves a huge cost to the domain.

• Ensure all dashboards and reports are getting refreshed in regular interval
• BMC Remedy, Avaya Telephony Reports & BO Reports
• Ensure all data sources are available at the prompt time and quality with the different support entities
• Maintain & manage working relationships with various support teams
• Have very good understanding of the overall ticket handling lifecycle, process excellence and infrastructure support
• Responsible for preparing SOP documents based on the SLA with the stake holders
• Data analysis done on end to end for the priority tickets where the SLA breaches
• Independently handle technical issues and escalate complex and critical issues at appropriate levels to Management and Vendor support

• Fully accountable and responsible for MIS reporting for all the sites on IT support measurements under the scope of L1 and L2 support teams for various business units
• Publish and maintain weekly and monthly stakeholder dashboard performance report
• Provide day to day support on various business units and operations towards all aspects of regular and ad hoc reporting
• Update and maintain as per changes all reporting requirements viz., SLA, Priority issues etc. for accurate reporting and analysis
• Provide continuous feedback on improvement of measurement data quality