VIGNESH S

• Directed end-to-end service delivery for multiple enterprise client accounts, ensuring strict SLA compliance and consistently high customer satisfaction.
• Acted as the primary point of contact for clients, managing expectations, resolving escalations, and cultivating long-term strategic partnerships.
• Coordinated cross-functional collaboration across infrastructure, application support, and cloud services teams to ensure seamless service operations.
• Conducted regular service review meetings with clients and internal stakeholders to assess performance, address concerns, and drive continuous improvement.
• Implemented ITIL best practices to optimize incident, problem, and change management processes, enhancing operational efficiency.
• Monitored and analyzed service performance metrics, delivering actionable insights through comprehensive reports and executive dashboards.
• Led Disaster Recovery (DR) testing and business continuity planning for critical client environments, ensuring minimal disruption and rapid recovery.
• Facilitated onboarding and training of new team members, promoting effective knowledge transfer and operational readiness.
• Collaborated with project managers to align service delivery with ongoing digital transformation and modernization initiatives.
• Worked closely with Azure and cloud operations teams to manage client CSR requests, Azure AD configurations, and cloud resource provisioning.
• Coordinated with third-party vendors and managed multiple client applications across network environments to ensure service continuity.
• Provided technical support and troubleshooting expertise across Windows, Linux, and Azure platforms to enhance client satisfaction.
• Managed client billing operations for over a year, ensuring accuracy, transparency, and timely invoicing for server-related services.
• Maintained and updated the CMDB (Configuration Management Database) for all client environments, ensuring data integrity and compliance.

Key Achievements

• Improved SLA compliance from 85% to 98% within six months by streamlining incident response workflows and implementing proactive monitoring.
• Successfully managed a portfolio of 5+ enterprise clients with zero major escalations over a 12-month period.
• Reduced average incident resolution time by 30% through automation initiatives and enhancement of the internal knowledge base.
• Received the Star Performer Award for exceptional client service and consistent delivery excellence.