PANDIYARAJAN P

Presently associated with CSS corp as Project Manager: managing End-to-End Global IT service desk support for Google

Proficient in delivering IT Services entailing Incident, and Technical Support as per ITIL guidelines; ensured that goals of Incident Management process are achieved and normal service is restored as soon as possible for enhanced C-SAT levels

Customer-centric Manager with proven skills in resolving hardware & software related technical issues and maintaining beneficial customer engagements across all accounts

Strong exposure to Onsite-Offshore Global Service Delivery Framework and Global Process Transitions from transformation, change request management, knowledge transfer / trainings to subsequent stabilization and firm on quality in each of the service delivered

Effective leader with talent in motivating & mentoring team members to ensure deliverables as per pre-defined SLAs; problem-solver with skills in maintaining a positive work environment for accomplishment of organisational goals

Experience in managing People / Teams

• Managing the Complete IT Infrastructure of Wipro Technologies Chennai across the 3 Development Centers in Chennai and Kumbakonam.
• Delivering End user support to wide customer base of 61 demanding international clients, managing a total of around 22000 end points and data center operations.
• Successfully completion of 20 projects which involves Readiness, Transition, Deployment, Go Live and Sustenance.
• End to end ITSM tools integration for ensuring the compliance and effectiveness of the process.
• Ensuring that Service norms committed to the Customer are met.
• Ensuring Customer Satisfaction by responding to all Escalations regarding Infrastructure Management Services
• Operations review with customer on a monthly and quarterly basis with business unit heads.
• Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels.
• Interfaced with resource recruitment team for identifying quality resources based on customer requirement.
• Ensuring Implementation of service catalogue for all IMG services covered in the contract.
• Identifying Training needs of my team and ensuring that those trainings are carried out.
• Evaluating Engineer Performance on a Monthly Basis.
• Identifying the Top performers within the team on a Quarterly basis and nominating them for awards.
• Leading the Team for the Annual BCP activity and project specific DR activities.
• Conducting quarterly & annual appraisals of the team members.
• Responsible for retention of resources at various levels by addressing their concerns proactively and reactively.
• Responsible for allocating work to the subordinates, ensuring timely completion.
• Handling Incidents and Problem Management Tickets.
• Coordination with Multiple domains within the team and across other locations for issues and resolutions.
• Coordination with External/Internal teams & Vendors to obtain RCAs for all Major Incidents.
• Getting into Client Calls for client end project & Application implementations in Citrix & VDI environment.
• Ensuring regular communication is triggered to the client till issue is resolved
• Generating MIS reports on various process parameters such as performance, delivery, AHT, CSAT, etc
• Ensure to maintain the compliance percentage(AV,SCCM) as per the company standards

• Monitoring the ticketing tool & mails to ensure the customer requests are closed within SLA.
• Monitoring Network Alarms in the smarts monitoring system, creating tickets as per the severity status
• Telnet the Clients network devices and figure out the fault including kit checks of the devices
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Active directory- Unlock locked accounts, Reset user passwords, Create users, Disable users, Rename users AD)
• Optimizing CPU, Disk, and Memory utilization on Servers.
• Performing Virtual Machine Configuration Upgrades/Downgrades like Memory, CPU & Disk Expansion based on the Change Request
• Coordinating with vendor partners and account managers for smooth delivery of services.
• Taking the ownership of escalated incidents and working towards successful Closure\resolution.
• Working with functional managers to obtain necessary resources to support the team's requirements
• Motivating and inspire team members
• Preparing call Analysis Reports on daily basis and Monthly reports to measure Engineers Productivity
• Preparing Shift Roasters every month for 24/7 Support
• Responsible for ensuring the CSAT% is met with the clients target
• Interacting with the DSAT users and coming out with action plan for improvement

• Leading a team of 20+ members L1 & L2 Support team towards achieving the SLA
• To be able to coordinate with various teams to ensure that Incidents are effectively resolved within SLA and have the ability to escalate both horizontally and vertically during critical and high priority Incidents tagged, to ensure more expertise is available to resolve the incident within the said SLAs.
• Validating hardware & software requirements arising from the project based on the standard IT resource allocation procedure and facilitating the same without any impact to the business operations
• Regular Meeting/calls on weekly/Monthly basis with business head like SSM’s/Service managers’s/program manager’s to understand for continual service improvement.
• Resolving the problems by identifying the root cause and to provide Service Desk with information and advice on workarounds when available.
• Responsible for Deployment of new desktops & initial installation based on Client requirement
• Ensure Service Desk support meets customer satisfaction.
• Taking the ownership of escalated incidents and working towards successful Closure\resolution.
• Working with functional managers to obtain necessary resources to support the team's requirements
• Motivating and inspire team members

• Managing a team of 10 members of L1 Desk side Support
• Asset management
• Vendor management
• To handle the Escalation issues and VIP Calls
• Ensuring that the team is focused and on track
• Preparing call Analysis Reports on daily basis and Monthly reports to measure Engineers
• Preparing Shift Roasters every month for 24/7 Support
• Scheduling Weekly and Monthly Meetings to know the concerns from the team and drive it to closure
• Motivating the team to conduct technical Discussions as a knowledge update and to improve communication skills.
• Working with Management to provide trainings to Engineers for career Growth.
• Recognize and celebrate team and team member for outstanding performance.