SASIREKA VEZHAVENDHON

• Project setup and execution, collaborating with key Stakeholders
• Collaborated with cross-functional stakeholders to gather requirements, align objectives, and define project scope for Virgin Voyages
• Led a cross-functional team from SMG, Change Management, and Problem Management to address ticket breaches, ensuring ITIL-compliant project delivery, clear objectives, task management, and timely resolution
• Managed all P1 calls end-to-end, coordinating with technical teams and stakeholders to ensure timely resolution, SLA compliance, and effective communication, achieving a 95% SLA adherence rate
• Participated in post-P1 review calls (RCA), collaborating with stakeholders and incident commanders to recommend improvements for root cause analysis and SLA compliance
• Coordinated communication between internal teams, senior leadership, and external partners to ensure alignment and provide timely updates
• Conducted monthly reviews with internal teams and one-on-one meetings to drive project growth, support career development, and align individual and team objectives

Leading Service Delivery in a technical environment

• Monitored service delivery channels and collected performance data to evaluate service effectiveness
• Managed performance of 1st and 2nd line support technicians, conducting staff appraisals, setting objectives, and leading 1:1 reviews
• Followed up with clients to ensure IT systems were fully functional post-troubleshooting
• Evaluated change risks and provided actionable guidelines to minimize impact on service delivery
• Led and participated in weekly Service Desk meetings to review performance, introduce new staff, clients, and services
• Oversaw the escalation of incidents (P1 & P2) and expedited resolution by liaising with the appropriate teams

Worked within a team to provide efficient Service Delivery

• Performed basic administration tasks, including password resets, account creation/deletion, as per customer configuration work progress
• Provided support for wireless networks, VPN, remote access, and hardware/software upgrades, including RDP
• Monitored ticket queue closely to ensure quality assurance of tickets in progress
• Responded to and resolved client inquiries regarding system operations within established Service Level Agreements (SLA)
• Resolved and closed 40-60 issues per day, achieving an average resolution time of 3.25 minutes via Five9

Supported IT operations with a focus on service excellence

• Utilized strong knowledge of Active Directory to address user queries and manage account tasks, resulting in a 20% increase in SLA quality
• Coordinated with cross-functional teams to identify recurring issues, contributing to a 15% reduction in repeat incidents through effective problem management
• Collaborated with vendors to efficiently resolve hardware-related issues within required timeframes
• Handled high-volume telephone calls, addressing customer queries and ensuring satisfaction
• Proven ability to create and deliver solutions aligned with business growth objectives

Provided support under a contract arrangement

• Acquired expertise in ServiceNow, CMIS, CMDB, and vendor management, ensuring smooth incident and change management processes
• Experienced in using tools such as Cisco Jabber, MS Teams, Avaya, and Citrix (both hard and soft token) to provide effective support
• Troubleshot and resolved issues related to Windows 365, VPN, Citrix, printers, Zscaler, SAP installations, and blue screen errors
• Maintained up-to-date knowledge of the latest technologies to provide timely and efficient IT support
• Delivered effective Incident Management by collaborating with resolver groups to address issues and undertake Problem Management for long-term solutions

Engaged in technical Project Management

• Extensive knowledge of ITIL processes, including Incident, Problem, Change, and Request Management, ensuring efficient service delivery and compliance
• Managed end-to-end migration projects for Data Center Consolidation, coordinating with US stakeholders and overseeing project allocation
• Maintained and updated Knowledge Management documentation, improving internal processes and ensuring accuracy
• Delivered IT solutions resulting in a 20% increase in operational efficiency and 15% improvement in customer satisfaction
• Mentored team members, improving team performance and increasing first-contact resolution rates

Worked in a dynamic environment focusing on IT support

• Applied strong understanding of ITIL Incident Management processes, ensuring timely classification, resolution, and documentation of incidents to minimize service disruption and meet SLAs
• Monitored and tracked incidents within the ticketing system, collaborating with internal teams and stakeholders to ensure adherence to Service Level Agreements (SLAs) and timely resolution
• Coordinated with cross-functional teams to identify root causes of incidents and implemented corrective actions to prevent recurrence, driving process improvements
• Documented incident resolution steps and maintained accurate records in the incident management system, ensuring a comprehensive knowledge base for future reference
• Communicated incident progress to stakeholders regularly, ensuring transparency and alignment with business priorities