Sabareesh NU
IT Service Management Professional
Trivandrum
Summary
Versatile Senior Manager specializing in IT Service Management with 18+ years of experience and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
18
18
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Senior Manager-IT Incident and Problem Operations
Allianz Technology
03.2020 - Current
- Responsible for overseeing the effective management of incidents and problems within the organization’s IT environment
- Oversee overall engagement, resource planning, and project governance, ensuring alignment with project charters and keeping stakeholders informed through regular status meetings, reports, and presentations.
- Successfully manage cross-functional IT service operations for Allianz Group globally, leading a team of over 40 professionals across Germany, Hungary, India, and the UK.
- Drive SLA reporting, conduct service reviews, manage escalations, ensure compliance adherence, and oversee contract governance.
- Lead the integration of technology across operational entities, ensuring IT services are aligned with business objectives and strategic goals.
- Manage resource allocation for workstream leads, including conducting performance appraisals, defining learning plans, and supporting career development.
- Lead continual service improvement initiatives, leveraging automation and advanced data analysis to enable informed decision-making.
- Serve as the primary escalation point for all global major IT outages, ensuring rapid resolution and minimal business disruption.
- Implement and develope operational standards, policies and procedures.
Manager Operations - Continual Service Improvement
Allianz Technology
10.2015 - 03.2020
- Identifying, prioritizing, and implementing service improvement initiatives across the IT service lifecycle.
- Define and analyze KPIs and metrics to monitor service performance and recommend enhancements.
- Leads and coordinates CSI projects, maintaining a CSI register and ensuring alignment with business goals and compliance standards.
- Promote a culture of continuous improvement through stakeholder engagement, training, and collaboration across teams.
- Work to optimize ITSM tools and processes, integrating CSI with other ITIL practices such as incident, problem, and change management.
Problem Manager
Ernst & Young
12.2010 - 10.2015
- Identify trends and potential problem sources by analyzing incident and problem data, acting as a gatekeeper for new Problem Cases, Known Errors, and related changes. Support global IP Managers, ensure process compliance, manage escalations, perform quality assurance, and lead cross-functional improvements, training, and deployment of updates to Problem Management processes and tools.
Critical Incident Manager
IBM India Private Limited
03.2010 - 12.2010
- Evaluate and monitor incidents to ensure they align with priority guidelines (P1/P2) and progress according to defined Incident Management procedures. Coordinate with resolver teams, organize bridge calls, and escalate issues using internal tools while supporting trend analysis and problem management efforts.
Incident and Problem Coordination
Accenture India
07.2007 - 03.2010
- Responsible for managing critical incidents and problems to ensure timely resolution within SLA/OLA targets, and overseeing change management for legacy systems. Leads CAB/PIR meetings, prepares compliance reports, and drives process improvements and training initiatives while ensuring adherence to ITIL practices.
Education
Bachelor of Science - Computer Science
University Of Kerala
Trivandrum, India 04.2001 -
Skills
IT Service Management
Incident Management
Problem Management
Operations management
Leadership
Cross-functional collaboration
Certification
ITIL V3 Expert Certified (Life Cycle Module)
Disclaimer
I do hereby declare that the above furnished details are true and correct to the best of my knowledge and belief.
Timeline
Senior Manager-IT Incident and Problem Operations
Allianz Technology
03.2020 - Current
Manager Operations - Continual Service Improvement
Allianz Technology
10.2015 - 03.2020
Problem Manager
Ernst & Young
12.2010 - 10.2015
Critical Incident Manager
IBM India Private Limited
03.2010 - 12.2010
Incident and Problem Coordination
Accenture India
07.2007 - 03.2010
Bachelor of Science - Computer Science
University Of Kerala
04.2001 -
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