Vigneshvar Kuppusamy

• Lead and manage the service department, including staffing, training and performance management of service personnel.
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills

Ø Coordinate and manage multiple, complex application releases across different software platforms.

Ø Oversee SCM processes, recommend and manage supporting tools/framework.

Ø Track and communicate release milestones and dependencies.

Ø Ensure release readiness based on criteria and manage approvals process.

Ø Manage Build and Release Management activities, including release branches/streams.

Ø Implement and manage Automated Deployment and Continuous Integration capabilities.

Collaborate with development, QA teams, and product managers to ensure repeatable release processes.

Ø Identify, track, and resolve release-level issues and risks.

Ø Define and enforce strong software build, deployment, and configuration management processes.

Drive improvements in build and deployment processes and productivity

• Collaborated with the DevOps team to enhance Continuous Integration practices, leading to a 20% shorter time-to-market.

• Managed cross-functional team communication to align QA processes with product development goals, resulting in 98% product quality index.

• Provided detailed release reports, reinforcing team accountability and transparency across the project lifecycle.

Ø Managed ITIL compliance for Service Provider Groups, ensuring adherence to organizational standards.

Ø Led process rebuilding and gap analysis for Change/Incident Management within ITIL framework.

Ø Acted as primary communication liaison between clients and service delivery teams.

Ø Implemented structured change management methodologies to mitigate people-side impacts of projects.

Ø Oversaw day-to-day activities to ensure seamless service delivery.

Ø Implemented Change Management processes following ITIL best practices.

Ø Evaluated and approved/rejected changes based on impact and business criticality assessments

Ø Supported infrastructure team during deployments and patches, ensuring smooth batch job completion post-release.

Ø Created and managed Change Management Tickets (CMTs) for planned changes, ensuring timely closure within change windows.

Ø Resolved incidents across multiple modules, maintaining adherence to SLAs and meticulous documentation.

Ø Participated in status meetings with managers, executing action points and reporting progress.

Ø Proficient in MS Office for preparing comprehensive reports and documentation.

Ø Provided remote support for global business applications, ensuring uninterrupted operations for end-users.

Ø Served as Major Incident Manager, ensuring swift resolution and achieving high customer satisfaction ratings.

Ø Liaised with Technology Operations and Line of Business teams to ensure incident resolution within SLA targets during critical outages or changes.

Ø Monitored Nissan - DBS website functionality, promptly resolving issues to minimize downtime.

Ø Utilized New Relic and other monitoring tools to monitor applications and servers, escalating issues as necessary.

Ø Conducted health checks on JBOSS, Fuse, AMQ, and Apache servers, providing daily reports to management.

Ø Managed file transfers between FTP and DBS servers, troubleshooting issues to ensure seamless operations.

Ø Collaborated with Client Helpdesk team to handle high-priority incidents (P1 & P2) effectively.

Ø Monitoring Tivoli workload scheduler in 24/7 format.

Ø Troubleshooting when Error & exceed threshold occurs.

Ø Raising Ticket for every abend which occurs in both Roc_Event Email inbox and HP OpenView tool.

Ø And raising ticket with in the “SLA” to clients as per time in either “CALL URGENT or HNBD”.

Ø Re submitting jobs when the job is not in running state.

Ø Supported the project/client alone during P1/P2 occurred.

Ø Hand-on experience in ITIL process (Incident management ,Change Management, Release & Deployment Management & Problem Management)

Ø Handled High level Escalation with care and resolved many times in shift on call with Canada client