Vijayakumar H B

· Currently working as Senior Service Manager for Identity and Access Management and CyberArk (Privilaged Access Management). Prior to this worked as Service Manager for ServiceNow ITSM and ITOM, Clarity PPM, Global Critical Incident Manager

Key responsibilities :

· Manage daily activities of the service operations to ensure efficiency and quality.

· Ensure clients receive timely, effective support, and follow-up services.

· Lead Operations team, technicians, along with in house service Management team,; handle hiring, training, and performance reviews

· Create and implement SOP to maintain high standards.

· Maintain strong ties with external partners for repairs, replacements, and defect resolution

· Monitor KPIs like response time, resolution rate, and customer feedback

· Regularly review service processes to identify inefficiencies and areas for improvement to face audits (Sarbox and Quaality audits)

· Develop long-term strategies to enhance service delivery and user experience

· Address escalations from LoB and professionally and effectively

· Work with IT, Quality, and other teams to streamline service workflows

Worked as Business Analyst

• Worked with RL Jalappa Institute as a Programmer from 2009 Feb to 2010 June