VELUCHAMY PANDIAN

Customers – City Union Bank, Equitas Small Finance Bank, Cholamandalam Finance & Investment.

• Led a team size of 90 members in a fast-paced Banking customer environment, successfully delivering committed deliverables & required updates to the customer as per SLA.
• Managed an annual budget of $60M, ensuring all projects stayed within financial boundaries and delivered value to stakeholders.
• Had deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Had strong interpersonal and communication skills to build and maintain relationships with clients to understand client requirements, manage expectations and ensure client satisfaction throughout the service delivery process.
• Possessed the leadership qualities to guide and motivate the team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
• Had strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Had knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
• Had a mindset of continuous improvement to proactively identify areas for improvement, implement process enhancements and drive efficiency in service delivery.
• Developed a comprehensive disaster recovery plan to safeguard critical systems and data from unexpected events or failures.
• Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
• Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
• Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes.

Customer – LLA VTR, Chile

• Identified infrastructure goals and project delivery clearly with customers.
• Defined all activities necessary to acquire project goals and objectives with customers as part of SLM.
• Identified prime risks and limitations within project plan and probable impact to associates, clients and shareholders.
• Involved with subject matter experts all through organization to gather entire business needs required to attain project goals and ensure those are documented in SMTD.
• Worked with Architect/Technical Lead to prepare SOP for each stream.
• Conducted change throughout project, inclusive of schedule, scope and team membership.
• Collaborated effectively with infrastructure associates across entire business units along with management levels.

Customers – BestBuy, VF Corp, USA & Nokia Siemens Networks, Finland

• Delivered and executed functionality and service enhancements, monitoring and controlling the performance of solutions and propose recommendations for future service enhancements
• Anticipated and identified risks (Early warning Alerts) within engagements proactively and track towards closure.
• Mentored junior developers and implemented best practices that reduced error rates by 18-20%.
• Facilitate the action for resolving customer escalations on critical issues.
• Responsible for co-ordination with multiple vendors involved in the project.
• Coordinated with different teams in the Teleconference Bridge for all MIM incidents and critical issue.
• Conducted Weekly/Monthly Status Report Meeting with Dotcom Operations and Business Team.

Customers – World Bank & Ameriprise Financial Inc., USA

• Involved in all Knowledge Transition phases for World Bank project.
• Groomed/Brain stormed offshore team to make them confident and comfortable on Site Development Tool.
• Managed entire onsite team to handle maintenance JIRA tickets, delivered required deliverables to World Bank management and Organizational leadership as per SOW.
• Conducted daily stand up call with offshore Site Development team to discuss ongoing/upcoming deliverables.
• Highlighted the key accomplishments performed by the team during the weekly status meeting with customer.
• Facilitated clear communication between stakeholders, enabling informed decision-making throughout all phases of project lifecycles.

• Kept the system stable and within SLA as per the requirement.
• Conducted weekly interaction with client to discuss about the issues/maintenance.
• Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
• Contributed to team success by completing jobs quickly and accurately.
• Developed strong customer service and product knowledge skills to enhance individual and team performance.