Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Sathananth Sivagnanam

Sathananth Sivagnanam

Chennai

Summary

Accomplished IT Service Manager with over 11 years of comprehensive IT experience leading and managing teams in providing world-class technical support to businesses while utilizing the ITIL V4 best practice framework.

Overview

12
12
years of professional experience
1
1
Certification

Work History

ITIL Service Management Consultant

Encora
Chennai / Bangalore
11.2023 - Current
  • Demonstrated proficiency in implementing and managing ITIL processes, including Incident Management, Problem Management and Change Management.
  • Develop and implement IT service strategies aligned with organizational goals.
  • Conduct service portfolio analysis and make recommendations for improvements.
  • Manage day-to-day IT service operations to ensure service delivery meets agreed-upon service levels.
  • Implement and improve Incident, Change and Problem Management processes.
  • Manages the service department team and handles customer service interactions, reports, and repairs.

Team Leader managing Leading Social Media Client

Genpact
Hyderabad
06.2021 - 09.2023
  • Produced regular performance reports and reviews, seeking areas for improved operational efficiency.
  • Quickly identified root cause issues to enable optimal solutions, reducing future problems and delays.
  • Demonstrated exceptional people management skills, providing bespoke feedback and coaching to develop high-performing individuals.
  • Streamlined operations to consistently deliver on targets.
  • Exceeded team goals by partnering with staff to share and implement customer service initiatives.
  • Hired and evaluated associates and management staff to add to workforce and meet demands.
  • Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
  • Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.

Subject Matter Expert for Social Media Client

Genpact
Hyderabad
07.2018 - 05.2021
  • Assessing the reported high priority content and used to action according to the business standards and client's standards.
  • Used to do quality check for the reported content before delivering the reports to the clients.
  • As one of the SME, responsible to ensure all the policy updates has been communicated to the team members on a weekly basis
  • Trained, coached and mentored associates to increase team productivity.
  • Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
  • Trained, coached and mentored consultants to increase team productivity.

IT Operations Analyst

TATA CONSULTANCY SERVICES
CHENNAI
10.2011 - 06.2018
  • Onsite Experience - Served as location-based IT Support specialist at Cardiff, Wales, United Kingdom from January 2017 to January 2018 for the UK's leading Airline.
  • Service Management - Service Management Analyst for the Leading Manufacturer of Consumer Electronics Products and its subsidiaries providing 24 * 7 support. This includes following: - Major Incident Management, Change Management and Problem Management.
  • Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved.
  • Coordinating with the respective SMEs for speedy resolution of the Major Incident
  • Ensuring the Major incident is resolved within the SLAs agreed with the Customer
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Conducting a thorough analysis and preparing the Major Incident - Problem Management Report for every Major Incident after it is closed.
  • Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
  • Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
  • Conducting the training / knowledge sharing sessions across the teams / new joiners to avoid occurring of the major incidents.
  • Experience in Service Now and Remedy
  • As a Change coordinator manage end to end request Management, ensures that all the changes and requests are coordinated & delivered successfully.
  • End User Computing Subject matter expert for the airline client and their subsidiaries providing 24 * 7 support. Provides end to end support to VIP and corporate users in the airlines.
  • Service Desk Operations - Service Desk Analysts in IT where provided technical support to users. Respond to incoming requests for IT support and resolve network, hardware and software issues with computers. Also, perform technical maintenance and software installations and updates.

Education

Bachelor of Computer Applications -

Bangalore University
Bengaluru, KA
2011

Skills

  • Service Management
  • Major Incident management
  • Content Moderation
  • Service Operations
  • Six Sigma Certification
  • Process improvement
  • Continuous improvements
  • Change and Problem Management
  • Training and development
  • Project Management
  • Agile methodology / Scrum

Certification

  • ITIL Intermediate (Service Operations and Service Transition)
  • ITIL V3 Foundation Certificate

Languages

Tamil
First Language
English
Proficient (C2)
C2
Sinhala
Proficient (C2)
C2

Timeline

ITIL Service Management Consultant

Encora
11.2023 - Current

Team Leader managing Leading Social Media Client

Genpact
06.2021 - 09.2023

Subject Matter Expert for Social Media Client

Genpact
07.2018 - 05.2021

IT Operations Analyst

TATA CONSULTANCY SERVICES
10.2011 - 06.2018

Bachelor of Computer Applications -

Bangalore University

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Sathananth Sivagnanam