Sivaperumal R
Service Management Professional
Bengaluru
Summary
Service management professional bringing 10 years of experience in Service and Product based organization. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Infra Technology Specialist
Cognizant Technologies
Bengaluru
08.2021 - Current
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance and adhered to service level agreements (SLAs).
- Resolved customer complaints in professional and timely manner.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Major Incident Manager
Trane Technologies
Bengaluru
10.2016 - 07.2021
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Developed and handled weekly, biweekly, monthly review with Customers
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Identified impacted parties, business partners and resources required for planned changes.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
System Engineer
L&T Infotech
Bengaluru
01.2016 - 09.2016
- Identified impacted parties, business partners and resources required for planned changes.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Communicated regularly about Outages through communication channels.
Analyst
HCL Technologies
Chennai
07.2014 - 12.2015
- Taking ownership of incident ticket, including its
- Update and closure for incidents affecting services which Project managers.
- Looking priority and update needed for incident, ensured that it's put on user hold, parent hold, vendor hold or change hold whichever relevant to avoid SLA miss.
- Mitigating all incident assignees in following up and closure of all backlog incidents.
- Managed incident resolution from initial occurrence to successful outcome.
- Communicated to senior management with regular reporting.
- Worked proactively in identification of top recurring incidents.
- Conducted weekly and monthly Problem Management meetings.
- Reported on Problem Management on Service Levels
Analyst
Accenture (Contract Payrole)
Bengaluru
01.2013 - 06.2014
- 24x7 proactive monitoring of server, storage, backup and network environment alerts via monitoring tool and Email
- On time Escalation and Reporting of alerts according to Incident Management process
- Escalate incidents based on standard procedure and run down follow-up reporting per team and area, Escalate incidents till closure
- Point of contact for Infra and application monitoring
- Responsible for assigning incidents to appropriate infra and application support teams
- Performed Analysis and documentation of critical issues for faster resolution.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Anna University
Chennai 06.2008 - 04.2012
Skills
Major Incident Manager
Problem Management
Change Management
Communication
Reporting
SLA Management
Incident Management
Timeline
Infra Technology Specialist
Cognizant Technologies
08.2021 - Current
Major Incident Manager
Trane Technologies
10.2016 - 07.2021
System Engineer
L&T Infotech
01.2016 - 09.2016
Analyst
HCL Technologies
07.2014 - 12.2015
Analyst
Accenture (Contract Payrole)
01.2013 - 06.2014
Bachelor of Engineering - Electronics And Communications Engineering
Anna University
06.2008 - 04.2012