Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Technical Tools And Platforms
Timeline
Generic

NAVEEN KUMAR S R

Chennai

Summary

Dynamic Service Manager with a proven track record at Walmart Global Tech, excelling in incident management and cloud operations. Enhanced service delivery through customized JIRA dashboards and Power BI visualizations, achieving a 20% reduction in turnaround time. Adept at fostering team collaboration and driving process improvements for operational excellence.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Service Manager - Platform Enablement

Walmart Global Tech
Chennai
08.2022 - 05.2024
  • Managed end-to-end service delivery operations, including incident, change, and problem management across cloud-based platforms.
  • Oversaw and customized JIRA dashboards to track ITSM processes and team KPIs.
  • Executed bi-weekly ticket audits and generated performance reports for senior management.
  • Conducted ServiceNow change reviews and data center change implementations.
  • Developed Power BI dashboards for advanced analytics and reporting.
  • Created 10+ customized JIRA dashboards and Power BI visualizations, reducing average TAT by 20%.
  • Improved SLA compliance through proactive queue management and audit controls.

Manager - Cloud Command Center / Service Delivery Manager

Temenos India Pvt Ltd.
Chennai
08.2019 - 08.2022
  • Led 5 teams including Monitoring, Data Center, App Management, Operations, and Change.
  • Functioned as Service Delivery Manager overseeing end-to-end delivery and client satisfaction for key cloud-infrastructure operations.
  • Acted as primary escalation point for high-severity incidents and managed communication with stakeholders and clients.
  • Worked closely with the Service Delivery team during client onboarding and coordinated on SLAs, SOPs, and resource alignment.
  • Collaborated with tools teams to implement critical monitoring alerts and dashboards.
  • Ensured successful execution of scheduled changes, coordinating with cloud and data center teams.
  • Conducted daily standup calls with managers to review production-impacting issues.
  • Supported automation initiatives to reduce manual efforts in routine tasks.
  • Improved incident resolution timelines and client communication efficiency through refined delivery governance.
  • Played a key role in strengthening service quality through improved reporting, operational procedures, and resource alignment.

Lead Consultant - DevOps Engineer

SakSoft India Pvt Ltd.
Chennai
11.2017 - 07.2019
  • Managed application performance using tools like Splunk, Grafana, AppDynamics, and F5 Load Balancer.
  • Conducted routine system health checks, release validations, and deployment of patches.
  • Developed knowledge base documentation and maintained application support logs.
  • Delivered timely communication to teams regarding critical system issues and resolutions.

Consultant - Application Management

Ford Motor Company Pvt Ltd (Vendor: CiberSites)
Chennai
10.2015 - 09.2017
  • Supported Azure-hosted applications including FordPass, NGSDN, CRM, and Lighthouse.
  • Performed server health checks, system upgrades, and patch deployments.
  • Produced incident reports and error analysis to enhance system uptime.
  • Managed CRON jobs and collaborated with product teams for application enhancements.

Senior Associate - Incident Manager

Capgemini Business Services
Chennai
08.2011 - 09.2015
  • Part of the Critical Incident Management team, overseeing resolution of high-impact issues.
  • Used Centreon for proactive monitoring and preemptive problem identification.
  • Handled escalations, coordinated bridge calls, and ensured SLA compliance.
  • Supported production applications like BPOpen (Lombardi Teamwork).

Education

Bachelor of Technology (B. Tech) - Information Technology

P.S.R. Engineering College
Sivakasi
01.2009

H.S.C -

N.A. Annaparaja Memorial Higher Secondary School
Rajapalayam
01.2005

S.S.L.C -

N.A. Annaparaja Memorial Higher Secondary School
Rajapalayam
01.2003

Skills

  • Incident and problem management
  • ITIL and ITSM frameworks
  • Scrum Master
  • ServiceNow and JIRA
  • Cloud operations (Azure)
  • Monitoring tools (Splunk, SCOM)
  • DevOps practices
  • CI/CD methodologies
  • Data visualization with Power BI
  • Application management strategies
  • Resource and shift management
  • Automation techniques
  • Process improvement initiatives
  • Operational efficiency strategies
  • Service delivery optimization

Certification

  • Certified Scrum Master (CSM)
  • ITIL V3 Foundation Certified
  • Mainframe MVS/OS-390 Certified - MAPLES ESM Technologies

Disclaimer

I hereby declare that the above-mentioned information is true to the best of my knowledge and belief.

Technical Tools And Platforms

  • Active Directory
  • AppDynamics
  • CRON Jobs
  • Centreon
  • F5 Load Balancer
  • Grafana
  • JIRA
  • Microsoft Azure
  • Power BI
  • SAP IDM
  • SCOM
  • ServiceNow
  • SiteScope
  • Splunk

Timeline

Service Manager - Platform Enablement

Walmart Global Tech
08.2022 - 05.2024

Manager - Cloud Command Center / Service Delivery Manager

Temenos India Pvt Ltd.
08.2019 - 08.2022

Lead Consultant - DevOps Engineer

SakSoft India Pvt Ltd.
11.2017 - 07.2019

Consultant - Application Management

Ford Motor Company Pvt Ltd (Vendor: CiberSites)
10.2015 - 09.2017

Senior Associate - Incident Manager

Capgemini Business Services
08.2011 - 09.2015

Bachelor of Technology (B. Tech) - Information Technology

P.S.R. Engineering College

H.S.C -

N.A. Annaparaja Memorial Higher Secondary School

S.S.L.C -

N.A. Annaparaja Memorial Higher Secondary School

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