Saravanan K

Experience

• 

  Wipro Infotech., Mysore (Karnataka)

  May 2009 - Apr 2017

  Operations Manager
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  Wipro Infotech

  May 2009 - Apr 2017

  • Monitors service-delivery performance with established governance• Providing vision and future directions to the team• Drives productivity in coordination with service lines• Client Satisfaction for Service Delivery• Understand client requirements, business opportunity identification, guidance, support and closure• Ensure continuous communication & coordination with client• Device action plan based on CSAT report• Ensure positive client satisfaction and client relationship maintained for service delivery• Drive SLA performance, Productivity, Utilization, resource deployment and project execution methodology. • Handle dependencies between projects - work closely with program manager • Conducts regular reviews and refines the engagement plans and processes to drive continuous improvement on quality of services delivered. • Analyze risks, support in contingency planning • Escalation Management, People Management, Engineering Metrics Driven, Drive knowledge management initiatives • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible• Escalate Major Incidents to the Incident and/or Problem Manager• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.• Facilitating high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems Show less

  • Operation Manager

    May 2009 - Apr 2017

  • Operations Manager

    May 2009 - Apr 2017
• 

  Ibm Pvt India Limited

  Apr 2017 - now

  Operations Manager

  Led a team of 180+ IT Infrastructure support professionals across L1-L3 support tiers for IT infrastructure. Developed and established a 24/7 Network Operation Center (NOC) to oversee continuous monitoring, service interruption escalation, and critical IT operations. Managed NOC staff by setting job expectations, planning, monitoring, and appraising job results, as well as coaching and counseling employees. Maintained team morale and growth by recruiting, selecting, orienting, and training employees, ensuring a secure work environment, and fostering personal development opportunities. Managed end-to-end IT infrastructure support, including service desk operations, technical service desk, application support, and data center management for a diverse customer base. Developed, refined, and documented NOC policies, processes, and procedures, including training materials. Reported on staff performance metrics, including incidents caught, missed, and resolved, and other KPIs. Conducted audits to ensure adherence to SLAs and KPIs, and facilitated weekly and monthly performance reviews with stakeholders. Aligned with stakeholders on technical Methods of Procedure (MoPs) for operational delivery. Identified automation opportunities and drove their implementation within the project scope. Handled service transition calls with clients for new scopes, prepared RFPs, and managed knowledge transfer and acceptance (KT&KA) schedules. Took ownership of end-to-end management activities for severity 1 and 2 incidents, collaborating with Event Management, Change Management, and second-level teams.Achievements: Show less

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  Kyndryl

  Apr 2017 - now

  Operations Project Manager