Vicky Selvaraj Swami

• Coordinate and integrate services from multiple service providers into a single, cohesive delivery model.
• Making strategic decisions regarding multiple suppliers and their services, with a primary focus on cost savings, and ensuring compliance.
• Maintaining the SIAM Governance library and systematically managing the confidential service contract documents for all the SIAM services.
• Ensuring the documentation are update to date by initiating governance meeting with the key suppliers and Service owners/ managers
• Facilitating monthly service executive meetings with the business and publishing the service stats and performance reviews.
• Gathering, analyzing, and interpreting data from the service owners, and preparing dashboards to showcase the business.
• Collaborating with service managers to understand reporting needs, and ensuring that reports meet these requirements.
• Generated CSI dashboard in JIRA for effective CSI management and governance.
• Coordinated with the Service Manager and CSI owners, drafted an action plan, and tracked the same until enablement.
• Conducting a Continual Service Review Meeting and a Risk and Issues Meeting with the Service Manager.
• Maturity analysis discussion and setting up policy and process as per industry trends.
• Budget forecasting and invoicing for multiple services.
• Managing the procurement tasks/queues in ServiceNow for all the applications.
• Review and validate catalog items so that they are easily available in the service portal for the user.
• Handling E2E Software Procurement Process
• Taking care of all Renewals for software and update the supplier accordingly for procurement
• Ensuring licenses are assigned, and orders are completed within the agreed SLA.
• Assist user with all the new software requirements
• Interaction with multiple Vendors for Software License Key Details and Quotations
• Handle ELP for Microsoft, Adobe, Unity
• Ensuing ELP are carried out effectively and have a cost benefit to the business
• Responsible for daily BAU activities, escalation handling, reporting and vendor management

Tools Expertise - ServiceNow, SNOW License Manager, Google Suite,Jira

• Worked as Lead Major Incidents and Problem Manager
• Performed Proactive root cause analysis to determine underlying causes of recurring incidents and implement permanent fix for the same
• Developed detailed reports and dashboards to monitor and communicate problem resolution progress to stakeholders.
• Ensuring KPI's for Problem Management area is met
• Automating new Workflows, process, SLA, and support service efficiency
• Managing the end-to-end process of onboarding a new project, with the engagement of relevant stakeholders.
• Enhanced the monitoring features in the monitoring tool, which monitored the critical network devices.
• Coordinate with the Functions Team to perform a root cause analysis of the problem and major incidents.
• Maintain the Risk Register, and present it to the Service Owners and the proposed solution to the team.
• Managing and maintaining the Known Error Database, Knowledge Base Article for improving FCR's.
• Discovered, analyzed, and documented areas of potential technical risk, and highlighted the service owners for action.
• Responsible for capacity and resource planning for the ITSM functions.

• Implemented the Problem Management process and enabled the Problem Management module in ServiceNow.
• Develop RCA Template for effective investigation for problem
• Collaborate with the technical team to identify the root cause of the reactive and proactive problems.
• Work on the end-to-end mitigation plan by effectively managing the tasks in ServiceNow.
• Ensuring that the preventive actions are planned and executed to avoid any future incidents or impacts.
• Ensuring the knowledge base is updated with the workaround and permanent fix for the Service Desk to assist the users.
• Configuration management and CMDB maintenance: verifying the configuration records against the infrastructure, and correcting any exceptions.
• Handle escalation desk for all the critical escalations
• Generating reports for weekly and Monthly reviews
• Troubleshoot hardware, application software, network connectivity
• Setting up CISCO IP Phones via Cisco Call Manager
• Configured user's mailbox to forward emails to another mailbox using Exchange Server 2010
• Laptops: installed, configured VPN, wireless and LAN access
• File Restoring from DPM Tool
• Troubleshooting problems to ensure minimum downtime & maximum availability of network