Satheesh P S

Led Change, Release, and Incident Management functions within large enterprise accounts.

Ensured zero / minimal downtime during change implementations through robust planning, impact analysis, and risk assessment.

Chaired weekly Change Advisory Board (CAB) meetings involving technical, business, and vendor stakeholders.

Prepared and governed critical change runbooks, preventing business disruption.

Conducted Post-Implementation Reviews (PIRs) and RCA for failed changes, driving long-term process improvements.

Managed major incidents end-to-end, ensuring SLA adherence and rapid service restoration.

Performed trend analysis as part of Continual Service Improvement to eliminate recurring incidents.

Trained cross-functional teams on ITSM policies, procedures, and best practices.

Supported global Change and Incident Management for Network & Telecom operations across 500+ locations worldwide, including critical healthcare sites.

Maintained >99% accuracy in RFC risk analysis, scheduling, and dependency mapping.

Led migration of 300+ global sites to SD-WAN over a 2-year period.

Delivered automation and Kaizen initiatives that reduced manual effort and operational costs.

Ensured seamless transition of infrastructure into Business-as-Usual (BAU) operations.

Produced executive-level status reports for budgeting, planning, and governance.

Lead end-to-end IT service delivery across 15 APAC offices, supporting 12,000+ users, ensuring high availability, scalability, and user satisfaction.

Manage and mentor a regional IT operations team, driving consistent execution of end-user support and infrastructure services.

Own major incident management, escalation governance, and service restoration for critical business services.

Spearheaded Windows 11 rollout to 6,000+ endpoints, improving security posture, compliance, and system performance.

Led multiple office relocations and infrastructure migration programs, managing planning, budgeting, risk mitigation, and executive reporting.

Defined and enforced SLAs for end-user and communication services, ensuring alignment with business and regulatory requirements.

Partner with global IT leadership to standardize processes, optimize support models, and improve operational efficiency across APAC.

Managed 2,000+ application changes for a Canada-based telecom client (Bell ecosystem).

Hosted weekly CAB meetings with customers and third-party vendors for high-risk and business-critical changes.

Governed embargo and freeze calendars for production stability.

Led post-implementation reviews, identifying improvement opportunities and risk controls.

Coordinated real-time support with global resolver teams during critical releases and incidents.

Recognized with the “APEX Award” (2017–2018) for excellence in managing multiple portfolios.

• Spearheaded efforts in collecting information and providing navigational troubleshooting steps for the technical and installation issues over the phone for applications purchased by the Symantec Enterprise customers worldwide
• Provided remote assistance to fix the Installation and Implementation issues, and providing awareness about the issues while identifying the source of error/issue reported and carrying out the preliminary resolution steps using various troubleshooting tools/Knowledgebase
• Ensured accurate documentation and proper updates on Knowledge base
• L1 Support on Server and Networking administration
• Demonstrated excellent verbal and written communication, active listening and interpersonal skills
• Awarded with the 'Rookie of the year' award for 2012.