Service Transition and Project management professional with extensive experience in guiding organizations through significant changes. Known for fostering collaborative environments and achieving impactful results by leading teams through complex transitions. Highly adaptable with strong analytical and communication skills, ensuring seamless project deliveries and continuous improvement.
Hi, I’m
Sreejith S
IT Service and Project Management
Chennai
Summary
Overview
11
years of professional experience
6
years of post-secondary education
Work History
Experian
Service Transition Manager
03.2024 - Current
Job overview
- Strategically orchestrated the coordination and execution of complex service transition workstreams between development and support teams.
- Defined, managed, and ensured adherence to critical transition criteria, proactively mitigating risks to achieve seamless service rollout and minimize disruption.
- Established and enforced robust governance controls for all service transition processes, enhancing accountability and compliance.
- Directed comprehensive knowledge transfer initiatives, empowering operational teams for effective support of newly deployed services and reducing post-launch issues.
- Championed continuous enhancement of service transition processes, optimizing efficiency by 20% and reducing post-deployment issues by 15%.
- Collaborated with stakeholders to define objectives, scope, and deliverables for each transition project.
Accenture
Project Control Services Assistant Manager (Technical Delivery Lead)
10.2021 - 03.2024
Job overview
- Led end-to-end project delivery as Technical Delivery Lead for a major UK-based Telco client, overseeing SDLC phases from planning to build, test, and deployment.
- Conducted proactive risk analysis and developed comprehensive mitigation plans, ensuring project stability and successful delivery within defined timelines.
- Engineered detailed mitigation cutover plans, facilitating seamless project deployments and minimizing downtime by 10%.
- Provided critical post-deployment support during warranty periods and orchestrated successful transitions to business stakeholders, ensuring continuity.
- Ensured optimal readiness of test environments, maintaining up-to-date configurations and connectivity to facilitate efficient testing phases and reduce defects.
- Served as SPOC, driving resolution for all critical issues encountered during build, test, and deployment phases.
- Improved customer satisfaction by addressing and resolving complaints promptly.
HCL Technologies
Senior Analyst (Problem Manager)
04.2019 - 10.2021
Job overview
- Directed comprehensive root cause analysis for Major Incidents, significantly reducing recurrence by 30-40% and improving system reliability.
- Ensured rigorous application of ITIL problem-solving techniques, accelerating resolutions and implementing permanent fixes for recurring issues.
- Maintained strict adherence to RCA submission timelines, delivering weekly Major Incident Reports to stakeholders.
- Systematically updated the Known Error Database (KEDB) with effective workarounds and resolutions, enhancing knowledge sharing and future problem prevention.
- Chaired and facilitated cross-functional calls with support teams, expediting progress on stalled Problem records by 20% and driving RCA completion for 5-7 issues.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
CGI
Systems Engineer (Change and Problem Manager)
02.2016 - 04.2019
Job overview
- Functioned as the sole SPOC for both Change Management and Problem Management within the GTO Unit, ensuring centralized oversight and coordination.
- Developed and implemented tailored change management strategies, informed by situational awareness of change impact on diverse stakeholder groups.
- Managed the full lifecycle of change, including review, analysis, planning, and approval, for over 40 changes per month.
- Scheduled and facilitated critical Change Control Board (CCB) and eCCB meetings, ensuring timely decision-making and adherence to change policies.
- Generated monthly problem tickets based on systematic trend analysis of P1 & P2 incidents, identifying recurring issues and contributing to a 15% reduction in future incidents.
- Championed the effective application of ITIL problem-solving techniques, achieving faster resolutions and permanent remediation for identified problems.
HCL Technologies
Junior Product Support Engineer
11.2014 - 02.2016
Job overview
- Provided effective technical support, resolving an average of 25-30 customer queries per day and complex customer queries related to broadband and telephone services, consistently achieving customer satisfaction score of 9 or above.
- Leveraged remote access tools to efficiently troubleshoot and resolve intricate customer technical issues, improving resolution rates by 10%.
- Demonstrated leadership by effectively managing team operations during Team Lead absences, ensuring continuity and maintaining service levels.
- Delivered exceptional customer service through proactive communication and swift resolution of support tickets.
Education
Bharathiar UniversityCoimbatore, India
MBA from Service Management
04.2016 - 01.2018
University Overview
Sacs M.A.V.M.M Engineering College Madurai, India
B.E from Electronics And Communication Engineering
01.2010 - 01.2014
University Overview
Skills
Project coordination
Timeline
Service Transition Manager
Experian
03.2024 - Current
Project Control Services Assistant Manager (Technical Delivery Lead)
Accenture
10.2021 - 03.2024
Senior Analyst (Problem Manager)
HCL Technologies
04.2019 - 10.2021
Bharathiar University
MBA from Service Management
04.2016 - 01.2018
Systems Engineer (Change and Problem Manager)
CGI
02.2016 - 04.2019
Junior Product Support Engineer
HCL Technologies
11.2014 - 02.2016
Sacs M.A.V.M.M Engineering College
B.E from Electronics And Communication Engineering
01.2010 - 01.2014
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