SathiyaNarayanan R K

Working as an IT professional for 10 years with 7 years of experience in IT Infrastructure Service Management as a trained Cross-functional service with ITIL V3, have the self-motivation to learn new technologies & business processes quickly and apply them to business needs appropriately. Have strong Interpersonal skills, analytical and technical skills, and ability to lead a group within a stipulated time frame. Possess Good interpersonal communication, and organizational skills with proven abilities in Team management, customer communication, Bridge call management, and planning.

To work with their Service Management Group of an esteemed Organization where I can learn and explore more opportunities using ITIL best practices to add value to its customers and thereby enhance my own skill set and professional growth.

Practical Associate Consultant with expertise in managing priorities to meet deadlines and realize high-quality outcomes. Committed to establishing credibility and developing relationships with associates and managers. Strong conceptual thinking skills and new concepts acquisition.

• Monitor records lifecycle by ensuring incidents, problems, and changes are identified, recorded, and tracked to completion in line with agreed resolution plans
• Ensure clear communication across the functions and team members.
• Ensure and support effective project-related decision-making.
• Develop and implement metrics for project performance.
• Perform quality checks of records and produce consolidated reporting including observations and findings
• Perform regular process reviews, escalate deviations, and address all process queries or gaps
• Produce regular reporting of process review findings
• Identify process enhancements and improvement opportunities
• Ensure process awareness and training including communication of strategic process changes to all stakeholders
• Build and maintain effective working relationships with end users and suppliers
• Support and coordinate efforts by delivery teams, vendors, and managers to follow SIAM-enabled processes
• Manage and resolve cross Service Provider escalations
• Establish ownership of Incidents, Problems, or Changes involving multiple suppliers when ownership is unclear
• Completes month-end management report.
• Posts reports showing productivity, quality, and deadline results.
• Operates shifts and maintains quality of work to comply with audits and deadlines.
• As Cross Functional Services Specialist will align closely with Cross Functional Services Tower across the Infrastructure Services provider to collaborate on daily and weekly Enterprise Services delivery cadence to provide City/County with a consolidated snapshot of all aspects of Application Services Delivery framework.
• Perform project risk assessments and critical path analyses to ensure team deliverables are being appropriately tracked and met. This could include the development of any necessary risk mitigation strategies.
• Identify and potentially escalate project issues to ensure effective resolution in a timely manner.
• Evaluate the impact of project activities across the portfolio and where there may be points of synergy or conflict.

• Internal Audit with in for the company, Assess Internal controls with operational process.
• Escalate any audit finding as appropriate and document as Management Action Plan
• Report any findings to facilitate the improvement in the efficiency of controls.
• Control self-Assessment with half yearly reports.
• Previous audit experience a necessity
• Reviewing work to ensure that Department audit Standards have been met.
• Utilization understanding of various business unit to assess whether operations, services & systems have proper controls in place.
• Interact with audit project team members in working towards department goals.

• Reviewed and Identified Problems from Incident Tickets working with Incident Manager.
• Developed key metrics measuring the effectiveness of Problem Management.
• Participated in business communication process regarding new problems.
• Defined problem management processes and procedures were adhered to by staff
• Provided MIM relating to the problem management process. Identified and participated in opportunities to improve service quality and efficiency Design, implement, and manage the Problem Management process including creating and updating all Problem Management documentation.
• Conducting awareness campaigns and training on the Problem Management process.
• Helped with generating presentations to upper management regarding several high-profile incidents.
• Helped with establishing guidelines for determining thresholds for problem reporting.
• Involved with the transition of the Problem Management team’s scope into one of Service Operations
• Ensure the adherence to Problem Management Process and Policies.
• Assists in investigating and resolving incidents.
• Works hand in hand with the Incident Manager, other ITSM process managers, and operational managers.
• Ensures that knowledge bases are up to date and fully utilized
• Audit of the Problem Management Process to support Continual Service Improvement.
• Produce management reports and information based on organizational needs.
• Chairs a weekly team status meeting, involving members of various application teams, as well as management.
• Works with multiple applications, systems, databases, and network teams on root cause analysis as part of the problem management process.
• Reviewing and closing completed Problem RCA
• Aim to reduce backlog.

• Understand any incident/fault on a basic level (at least) to use the appropriate competences (resources)
• Drive the restoration team to gather sufficient information to start an analysis
• Maintain a general overview of the incident (keeping the focus on the restoration via a workaround)
• Obtain guidance on priorities to the teams starting the immediate urgent unexpected recovery work
• Ensuring post-review of priority 1 incidents
• Chairing the incident and problem review meetings
• Following the defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Incident Management process when standards and procedures are not being followed
• Rerouting misdirected incidents that have not been handled promptly
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying incidents that need special attention or escalation
• Managing major incidents by sending MIM Notifications to the higher management.

• Monitoring the queue &Mailbox
• Follow-up for Change/problem approvals
• Monitoring inflow of tasks in service management mailbox
• Actively participate in the global CAB in the change review process
• Monthly service management call.
• Generate Reports
• A) Closure report – Weekly
• B) Daily war room call
• C) Change/problem/Incident status report – Monthly

• Maintaining service levels agreements.
• Successfully completed 5 audits
• Host CAB meeting
• Conduction meeting with customer.
• Meeting service availability requirements
• Increasing staff efficiency and productivity
• Improving user satisfaction
• Ensuring all submitted changes in the week, are reviewed, scrutinized thoroughly and decision to approve/defer /reject the change is taken
• Ensure that all approved changes are implemented in schedule successfully and reported to all stakeholders are approved on Friday.
• Provision of Problem Management reference number
• Time to get to the root cause of the issue. Measurement of provision of Root Cause Analysis documentation. To be provided within working days of initial notification.
• Measurement of progress on root cause analysis actions as agreed (Target dates not to change more than twice)

• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
• Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
• Identify potential people-side risks and anticipated points of resistance and develop specific plans to Ensure mitigate or address the concerns.
• Identify resistance and performance gaps, and work to develop and implement corrective actions.
• Work with project teams to integrate change management activities into the overall project plan, so that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations.
• Responsible for assessing the overall organizational units affected by the change management system
• Perform responsibilities of assessing the change management impact on the organization
• Handle the tasks of developing and implementing communication and publicity program
• Design and describe the target jobs and organizational structure
• Ensuring changes are approved on time before the scheduled date and time.

• Comprehensive knowledge of the methodologies and principles of change management
• Solid knowledge of how people go through the change/incident/Problem and change/incident/problem management process.
• In-depth knowledge of approaches and phases of the project lifecycle
• Exceptional communication, problem-solving, and root-cause identification skills.
• Possess strong analytical and decision-making skills
• Excellent team player and can work effectively at all levels in an organization.
• Conversant knowledge in ITIL frames work.
• Work closely with the Audit team to perform audit assignments and reporting by the Internal Audit Plan.
• Internal Audit/External audit experience
• Ability to communicate effectively at all levels in the organization.