SIVANESH KRISHNAN
Project Management Representative
Tiruchirapalli
Summary
Program / Project Management & PMO professional with 3.5+ years of experience supporting infrastructure and cloud programs across IT service environments. Proven expertise in program governance, SLA/KPI tracking, incident and change management, stakeholder communication, and delivery reporting. Strong background in ITIL-aligned service delivery, cross-functional coordination, risk mitigation, and continuous improvement, enabling successful business and technology outcomes for enterprise clients.
Overview
4
4
years of professional experience
3
3
Languages
Work History
PMO & Technical Support Analyst
CBTS
Chennai
01.2024 - Current
- Supported program and service delivery governance for infrastructure and cloud operations, ensuring alignment with defined SLAs, KPIs, and contractual commitments across business-critical services
- Coordinated incident, problem, and change management activities for P1/P2 incidents, acting as PMO liaison between engineering teams and UK-based stakeholders
- Maintained program dashboards and service performance reports using Power BI, improving leadership visibility into SLA compliance, incident trends, and operational risks by 30%
- Led incident triage, prioritization, and escalation workflows in line with ITIL best practices, consistently achieving 98%+ SLA adherence
- Conducted Root Cause Analysis (RCA) for recurring incidents and tracked corrective actions, reducing repeat incidents by 25% and improving service stability
- Maintained risk and issue logs (RAID) for infrastructure services, proactively identifying operational risks and coordinating mitigation plans with cross-functional teams
- Acted as Single Point of Contact (SPOC) during critical outages, providing executive-level status updates, impact analysis, and resolution timelines
- Developed and maintained Standard Operating Procedures (SOPs) and knowledge base documentation, supporting audit readiness and team onboarding
- Supported continuous improvement initiatives by identifying process gaps, standardizing service reporting, and improving incident response timelines
Senior Service Delivery Associate
Tata Communications Transformation Services
Chennai
01.2022 - 01.2024
- Delivered end-to-end service delivery and PMO support for cloud and hybrid infrastructure programs, ensuring on-time delivery and SLA compliance across multiple business units
- Managed incident, service request, and change tickets using ServiceNow ITSM, handling 40+ tickets per day with 98% first-call resolution
- Supported program execution activities including scope tracking, milestone monitoring, dependency management, and stakeholder reporting
- Coordinated Disaster Recovery (DR) planning, drills, and testing, documenting outcomes and risks, contributing to 99.8% service availability
- Automated SLA tracking, service reporting, and operational dashboards using Power Automate and Power BI, improving efficiency by 30%
- Maintained KPI metrics and performance reports for leadership review, enabling data-driven decisions on service improvements
- Collaborated with internal teams and external vendors to ensure resource availability, on-time delivery, and cost-effective service execution
- Supported change management activities, ensuring communication, risk assessment, and minimal service disruption during infrastructure changes
- Created and maintained project and service documentation, including incident reports, RCA records, and knowledge articles for audit and compliance needs
- Acted as technical liaison for UK-based stakeholders, aligning service delivery outcomes with business objectives and contractual expectations
Education
Master of Business Administration (MBA) - Human Resources & Management
University of Madras
Chennai, India01.2024
Bachelor of Engineering (BE) - Electronics and Communication Engineering (ECE)
K. Ramakrishnan College of Engineering (KRCE), Anna University
Tiruchirapalli, India01.2020
Skills
Program & Project Management Skills
- Program Governance & PMO Support
- SLA / KPI Tracking & Reporting
- Risk, Issue & Dependency Management (RAID)
- Stakeholder Communication & Executive Reporting
- Service Delivery Management
- Change & Release Management
- Continuous Improvement
IT Service & Technical Skills
- ITIL Framework (Incident, Problem, Change, DR)
- Infrastructure & Cloud Service Management
- ServiceNow ITSM
- Power BI Dashboards & Reporting
- Power Automate Workflow Automation
- Disaster Recovery Planning & Testing
- Root Cause Analysis (RCA)
- Hybrid Cloud & Network Infrastructure
Timeline
PMO & Technical Support Analyst
CBTS
01.2024 - Current
Senior Service Delivery Associate
Tata Communications Transformation Services
01.2022 - 01.2024
Master of Business Administration (MBA) - Human Resources & Management
University of Madras
Bachelor of Engineering (BE) - Electronics and Communication Engineering (ECE)
K. Ramakrishnan College of Engineering (KRCE), Anna University
Professional Interests
Developing short film scripts and performing roles to enhance storytelling, stakeholder communication, and presentation skills.