Saambavi M
Summary
Results driven Service manager with over 12 years of experience in Incident, Change, Release, and Problem management within Cybersecurity and Infrastructure sectors. Expertise in governing enterprise security changes, managing major incidents, and ensuring SLA compliance for global clients. Achievements include maintaining a 0% CAB rejection rate, automating 50% of operational reporting, and coordinating global production deployments.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Service Manager - Cybersecurity Services
Capgemini Technology Services
Bangalore
10.2022 - Current
- Lead ITIL Service Management for a global transportation industry client, overseeing Incident, Change, Release, and Problem Management while driving cybersecurity service delivery, SLA compliance, executive reporting, and continual service improvement.
- Governed 25 security changes per month across SIEM, CyberArk, IAM, and PAM platforms, ensuring compliance and minimizing implementation risks.
- Coordinate end-to-end Change and Release governance, maintaining a sustained 0% CAB rejection rate through rigorous approval validation and stakeholder alignment.
- Conduct risk and impact assessments to evaluate operational readiness, business dependencies, and implementation risks before production deployments.
- Managed 2 P1/P2 major security incidents per month, leading bridge calls, coordinating cross-functional teams, and delivering executive communications throughout incident lifecycle.
- Led Root Cause Analysis (RCA) for major security incidents and Post-Implementation Reviews (PIRs) for failed changes, driving corrective actions and continual service improvement.
- Analysed security alert trends, false-positive patterns, and offense/incident closure quality to improve detection effectiveness, operational efficiency, and reporting accuracy.
- Facilitated coordination between internal teams and client problem managers to proactively address infrastructure issues through structured problem management practices.
- Automated governance reporting process, enhancing reporting efficiency and delivering executive dashboards on Change, Incident, SLA, KPI, and service performance.
- Generated and analysed monthly and annual reports to track, monitor, and communicate Change Management KPIs and performance trends.
- Publish governance insights to customer executives, CISO teams, and delivery leadership, enabling data-driven operational and strategic decisions.
- Track SLA-based service credits by monitoring penalized SLAs, validating service performance data, and providing accurate service credit projections during governance reviews.
- Managed key customer and stakeholder relationships by coordinating with customers, delivery teams, service owners, and technical SMEs to address operational and security concerns.
- Identify process dependencies and operational gaps, recommended corrective actions, and improved service accuracy through data-driven analysis.
- Engaged in discussions regarding the priority matrix for Security SLAs and configuration in ServiceNow, focusing on operational alignment.
- Validated Security Incident and Change workflows during ServiceNow upgrades and ensured CMDB accuracy for supported security services.
- Generate monthly billing reports in ServiceNow based on completed security incidents, supporting accurate customer billing and operational governance.
Change & Release Manager
Tata Consultancy Services
Chennai
04.2019 - 09.2022
- Coordinated enterprise production deployments for global banking client across application, infrastructure, and database environments to ensure seamless operations.
- Coordinated 5-8 enterprise releases per month across application, infrastructure, and database environments.
- Managed production deployment windows and maintenance activities across multiple countries and time zones, ensuring minimal business disruption.
- Facilitated Change Advisory Board (CAB) activities by coordinating with business owners, technical teams, and stakeholders to secure timely approvals.
- Partnered with release managers and delivery teams to execute planned deployments in accordance with change governance and release schedules.
- Generated weekly and monthly executive governance reports detailing Change and Incident KPIs for customer leadership reviews, facilitating informed decision-making.
- Updated and managed Change and Release documentation to ensure compliance with organizational policies and support audit requirements.
Change Manager
Wipro Technologies
Chennai
09.2016 - 04.2019
- Coordinated end-to-end change and release activities across development, operations, and infrastructure teams, ensuring successful production deployments.
- Coordinated release schedules and facilitated go/no-go discussions to ensure deployment readiness and stakeholder alignment.
- Conducted impact and risk assessments, supported rollback planning, and ensured implementation readiness for production changes.
- Coordinated CAB approvals and maintained enterprise change calendar while communicating deployment schedules to stakeholders for alignment.
- Conducted post-release validation and facilitated post-implementation reviews (PIRs) to identify areas for continual service improvement.
Incident Manager
Wipro Technologies
Chennai
11.2015 - 04.2019
- Led Major Incident bridge calls for critical infrastructure outages, coordinating cross-functional teams to restore services within SLA commitments.
- Facilitated executive communications for high-priority incidents, ensuring stakeholders were informed throughout the incident lifecycle.
- Updated Known Error Database and conducted Root Cause Analysis for recurring issues, enhancing knowledge sharing and incident resolution.
NOC Engineer
Wipro Technologies
Chennai
06.2014 - 10.2015
- Led team in providing 24/7 infrastructure support in production environment, ensuring high availability and reliability of systems.
- Supported configuration and monitoring using SCOM, Opsview, and Event Manager.
- Coordinated server hardware replacement activities with datacenter teams to maintain optimal performance and uptime.
- Conducted incident trend analysis and generated customer reports to enhance operational visibility and inform decision-making.
Education
B.E - Electronics and Communication Engineering
M.Kumarasamy College of Engineering
01-2013
Skills
- IT Service management
- Change and Release management
- Incident and Problem management
- SLA governance
- Service improvement
- Financial governance
- SOX auditing
Certification
ITIL Foundation V3 IT Service Management
Timeline
Service Manager - Cybersecurity Services
Capgemini Technology Services
10.2022 - Current
Change & Release Manager
Tata Consultancy Services
04.2019 - 09.2022
Change Manager
Wipro Technologies
09.2016 - 04.2019
Incident Manager
Wipro Technologies
11.2015 - 04.2019
NOC Engineer
Wipro Technologies
06.2014 - 10.2015
B.E - Electronics and Communication Engineering
M.Kumarasamy College of Engineering