Sujitha Janardhanan
Bangalore
Summary
Certified IT Project & Service Management Professional with over 11.7 years of experience in executing complex IT infrastructure projects. Expertise in project planning, stakeholder management, and service delivery within AWS and hybrid cloud environments. Skilled in leading cross-functional teams, mitigating risks, and optimizing resources to enhance cost efficiency and service reliability.
Overview
15
15
years of professional experience
1
1
Certification
Work History
TCS, Bangalore
Bangalore
01.2025 - Current
- Facilitated resolution of high-priority incidents through effective communication and escalation.
- Managed Service Desk services, including Service Catalog, Incident Management, and Problem Management.
- Delivered weekly metrics reports to management, consistently meeting service delivery SLAs.
- Investigated new technologies to automate processes and improve service efficiency.
- Developed incident and problem knowledgebase for streamlined issue resolution.
- Promoted deployment of Service Management Processes across teams for better collaboration in Incident and Change Management.
- Reviewed and validated changes, publishing CAB agendas and coordinating discussions during CAB calls.
- Planned risk mitigation actions to minimize user impact during change implementations.
IT Operations Team Lead
Accenture Services Pvt. Ltd.
Bangalore
02.2018 - 12.2021
- Coordinated major incident processes across business units and conducted thorough post-incident reviews.
- Managed stakeholder workload and priorities in Major Incident activity, assessing business impact promptly.
- Facilitated Root Cause Analysis (RCA) sessions to initiate Problem Management cycles among stakeholders.
- Recorded and reported progress on ‘Repair Item’ outputs from Post-Incident Reviews and RCA exercises.
- Provided feedback to enhance tools and processes, driving proactive design initiatives.
- Supported incidents based on severity to ensure compliance with Service Level Agreements (SLA).
- Handled Reactive Escalation requests, escalating high-level incidents for rapid resolution.
- Generated weekly and monthly reports on case progression, adhering to ITIL principles.
Associate End User Support
Verizon Data Services India Pvt. Ltd.
Chennai
09.2015 - 01.2018
- Streamlined LAN/WAN troubleshooting and provided VPN support for seamless connectivity.
- Delivered level two support for ServiceNow ticket queues and user provisioning tasks.
- Contributed to global Windows 10 migration initiatives by creating comprehensive knowledge documents.
Technical Support Officer
Concentrix
Bangalore
07.2014 - 06.2015
- Delivered technical support across multiple connectivity platforms, including Fiber, DSL, and T1.
- Generated weekly audit and incident analysis reports to enhance operational insights.
- Automated reporting processes using Excel formulas to improve efficiency.
Support Engineer
CSS Corp Pvt Ltd
Chennai
05.2010 - 03.2011
- Configured and installed routers, network adapters, and antivirus tools for optimal performance.
- Supported MAC and Windows operating systems to ensure network stability for end users.
Education
Bachelor of Engineering - Electronics & Communication Engineering
Anna University
Sri Lakshmi Ammal Engineering Colleage03-2010
Skills
- Project management methodologies
- Stakeholder engagement
- Risk and issue management
- Cost optimization
- Incident and problem management
- Root cause analysis
- Change management
Certification
- ITIL V4 2019
- Prince2 Foundation 2025
References
References available upon request.
Timeline
TCS, Bangalore
01.2025 - Current
IT Operations Team Lead
Accenture Services Pvt. Ltd.
02.2018 - 12.2021
Associate End User Support
Verizon Data Services India Pvt. Ltd.
09.2015 - 01.2018
Technical Support Officer
Concentrix
07.2014 - 06.2015
Support Engineer
CSS Corp Pvt Ltd
05.2010 - 03.2011
Bachelor of Engineering - Electronics & Communication Engineering
Anna University
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