Renjith Menon

- Accountable for managing in-scope, business-critical application and IT Service landscapes, including operations, ever greening, project acceptance, business confidence, and budget spend. - Ensured 24x7 availability and secure delivery of IT applications and services. - Actively managed systemic risk and provided oversight on changes to the landscapes to ensure business continuity. - Established interface between IT Service Operations and the IT Business Interface organization to support one or more business processes.

- Executed end-to-end accountability for Cloud and On-Prem Migration as part of EOL, managing escalations/support from various service integration teams - Conducted impact assessment and coordinated with the support team to maintain uninterrupted support coverage - Initiated decommissioning process post successful migration of application or Infrastructure Services - Documented high-level information about all business critical applications involved in the migration, ensuring zero anticipated downtime

- Orchestrated day-to-day operations for supported infrastructure and applications. - Managed issue resolution in ServiceNow for infrastructure and applications, ensuring timely resolution and minimal disruption. - Conducted regular Integrated Risk Management Audit and Assessment, ensuring compliance and security of operations. - Collaborated with multiple project teams to facilitate seamless onboarding and support of diverse services, applications, and infrastructures.

- Lead major incident management and collaborate with stakeholders to drive resolution. - Coordinate discussions with cross-functional teams to facilitate incident restoration. - Serve as the situation control board to manage disputes and ensure adherence to protocols. - Summarize incidents for senior leadership and escalate as necessary.

- Spearheads critical incident management to streamline technical team involvement, implement effective troubleshooting strategies, and promptly restore services. - Demonstrates adept communication during incidents, ensuring clear and concise updates to internal and external stakeholders, including senior management and client-level contacts. - Oversees resolution of issues pertaining to Active Directory, servers, and applications. - Manages a team of 5, leading interviews, appraisals, and providing ongoing support and guidance to optimize team performance.

- Led a team of 10 members in a Global Command Center, overseeing L1, L2, and SMEs. - Actively participated in resolving major outages to minimize downtime, ensuring smooth operations. - Provided 24/7 live monitoring of Infrastructure and Applications, supporting the team in maintaining seamless operations. - Managed both Technical and Business Bridge calls proficiently, ensuring effective communication at all levels. - Conducted Root Cause Analysis (RCA) using various tools in Problem Management, sharing valuable insights with senior leadership. - Introduced and coordinated the implementation of monitoring tools to proactively prevent issues, enhancing overall efficiency.

- Delivered technical support for American banking operations, aiding banking users in account management utilizing Active Directory and Mainframe Systems. - Troubleshooted banking systems and Teller machines remotely, resolving issues and coordinating service engineers for part replacement or device repair.

- Provided technical support for high-end desktops, laptops, and operating systems (XP & Vista) as well as troubleshooting printer issues for a key manufacturing client. - Assisted global customers with technical issues, contributing to a significant increase in overall customer satisfaction levels. - Collaborated with the team to address and resolve technical issues in a timely manner, resulting in a 30% reduction in average issue resolution time. - Conducted product training sessions for internal staff, enhancing their technical knowledge and improving their ability to address customer queries effectively.

- Provided technical support for laptops, operating systems, and third-party software premium support for manufacturing clients. - Assisted and resolved customer issues globally, resulting in achieving high customer satisfaction.