Summary
Overview
Work History
Education
Skills
Certification
Personal Details
Timeline
Generic

Venkatesh Selvaraj

Chennai

Summary

Certified Service Management Professional, Skilled in reporting management in analytical tools and designing of operational reports. Proficient in Incident and Major Incident Management with 5+ years of experience in working with key stakeholders and liaising between technical and managerial levels, with 2 years of experience in Change and Problem Management. Skilled in reporting management in analytical tools and designing of operational reports in Service Now, BMC Remedy, JIRA.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Management Consultant

Capgemini
Chennai
02.2020 - Current
  • Working with tools team and onboarding accounts to BMC Remedy, JIRA and Service now tools and ensuring that our SLA’s are configured and tested as per the contract also having hands on experience in migrating accounts from BMC Remedy to Service now tool.
  • Hands-on experience in developing reports in BMC Analytics, JIRA and Service-now reporting console and providing meaningful reports, data visualization and interactive dashboards to our clients and partners to drive strategy and decision making.
  • Subject Matter Expert in Service Level Management function and having hands on experience in Incident Management, Problem Management and Major Incident Management.
  • Proficient in designing operational reports, contractual reports, reviewing with internal stakeholders / clients and obtaining sign-off and delivering reports on daily / weekly / monthly as agreed.
  • Proficient in Microsoft Excel and SharePoint to optimize man efforts and improve quality of the task / reports.
  • Well versed with the ITIL framework concept & the Best Practice.
  • Responsible for preliminary calculation of Service Levels and holding internal Service Level Performance Review Meetings. Obtaining reasons for any missed Service Levels and drafting a plan to address the issue.
  • Timely delivery of project related reports at the highest possible quality standard. Managing the lifecycle of all the incidents reported on the infrastructure.
  • Point of contact for all Major incidents. Initiate and drive bridge calls for all Major incidents towards closure.
  • Performing SLA analysis on the SLA breached Incidents and if it falls under the waiver rules, leading calls and reviewing with clients for exclusion. Performing ideal age analysis for the aged incidents and service requests.
  • Co-ordinating with technical team members to address incidents and service requests within the timelines of the specific SLA. Performing closed Incidents audit according to the company standards.

Reporting Analyst

Capgemini
Chennai
03.2018 - 02.2020
  • Working with tools team and onboarding accounts to BMC Remedy, JIRA and Service now tools and ensuring that our SLA’s are configured and tested as per the contract also having hands on experience in migrating accounts from BMC Remedy to Service now tool.
  • Hands-on experience in developing reports in BMC Analytics, JIRA and Service-now reporting console and providing meaningful reports, data visualization and interactive dashboards to our clients and partners to drive strategy and decision making.
  • Proficient in designing operational reports, contractual reports, reviewing with internal stakeholders / clients and obtaining sign-off and delivering reports on daily / weekly / monthly as agreed.
  • Applied advanced Excel skills to manage data using pivot tables, VLOOKSUPs, SUMIFS and Index Match.
  • Responsible for preliminary calculation of Service Levels and holding internal Service Level Performance Review Meetings. Obtaining reasons for any missed Service Levels and drafting a plan to address the issue.
  • Driving the problem life cycle (from root cause investigation to permanent solution) in adherence with global and local requirements.
  • Ensuring that proper corrective actions and preventive actions (CAPA) are in place to avoid similar or related incidents/problems in future.
  • Preventing the replication of Problems across multiple systems by proactively checking for issues on other similar Configuration items.
  • Performing Proactive Problem Management initiatives by detecting and reducing re-occurring incidents through trend analysis of incidents and monitoring alerts, holding regular meetings with business analysts and teams to review recurring incidents/Problems and progressing for final resolutions.
  • Ensuring the quality of all Problem Investigations/Known Errors (KEDB) and making sure that they are managed effectively through proper Problem Management lifecycle and are recorded accurately in the Service Management Tools.
  • Collaborating closely with technical team managers/experts to ensure Problem Records / actions get built and resolved within their targets.

Education

Electrical And Electronics Engineering

Valliammai Engineering College
Chennai
05-2017

Computer Science

Vivekananda Matriculation Higher Secondary School
Chennai
05-2013

Skills

  • Major Incident Management
  • Solution evaluation and recommendation
  • Problem definition
  • Business performance analysis
  • Change Management
  • Problem Management
  • Alert Management

Certification

  • Received higher positive customer service ratings for 5 years in row.
  • Attended ITIL 4 , Foundations live workshop.
  • ITIL V3 and V4 Foundation acquired from Capgemini Internal Certification.

Personal Details

  • DOB : 04/11/1995
  • Address : No 7, TNHB Colony, Sithalapakkam, Chennai - 600126

Timeline

Service Management Consultant

Capgemini
02.2020 - Current

Reporting Analyst

Capgemini
03.2018 - 02.2020

Electrical And Electronics Engineering

Valliammai Engineering College

Computer Science

Vivekananda Matriculation Higher Secondary School

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Venkatesh Selvaraj