Shyni Sivadas

Experience

• 

  Symantec

  Sept 2007 - Oct 2010

  Technical Trainer, Escalation team member
• 

  Tata Consultancy Services

  Oct 2010 - Sept 2024

  • Lead IT service management initiatives across the organization, including the implementation of ITIL best practices and process improvements.• Managed Service Level Agreements (SLAs) with internal and external IT teams to ensure consistent and high-quality service delivery.• Collaborated with internal and external IT teams to identify business requirements and develop effective strategies to meet them.• Managed Incident, Problem, Change, and Release Management processes, ensuring swift and efficient resolution of issues and minimizing impact on business operations.• Conducted root cause analysis to identify the underlying causes of incidents and problems and develop effective solutions to prevent their recurrence.• Managed vendor relationships and contracts, ensuring compliance with SLAs and contractual obligations.• Developed and implement Continual Service Improvement (CSI) initiatives to improve service quality, reduce costs, and increase efficiency.• Managed IT projects from inception to completion, ensuring timely and cost-effective delivery.• Implemented and maintain a Service Catalog to improve communication and understanding of IT services across the organization.• Ensured compliance with IT governance policies, standards, and procedures.• Developed and maintain IT policies, standards, and procedures in accordance with industry best practices and regulatory requirements Show less Managed the Change management process in alignment with both customer-specific processes and ITIL standards. Conducted ITIL maturity audits on all relevant processes in accordance with ITIL standards and proposed corrective measures to drive process improvements. Deliver regular status updates to stakeholders in accordance with the RACI model. • Employed ITSM processes and tools such as ServiceNow to ensure that all changes are authorized, planned, and executed in a controlled manner, while minimizing disruption to IT services.• Facilitated the Change Approval Board (CAB) process.• Managed high-volume period (Peak Season) successfully through change process and effective risk management.• Ensure the change conflict calendar is properly utilized, to avoid Business impacts.• Ensure the FSC is updated and communicated to the respective team for better change planning.• Ensure the Changes were properly tested and signed off before production rollout.• Ensure Post Implementation Reviews (PIR) for the failed changes are carried out and appropriate actions are taken.• Ensured the project team had comprehensive Route to Live (RTL) plans that incorporated contingency measures and rollback strategies in case of unanticipated issues or failures.• Collaborated closely with problem management to identify and implement solutions to recurring incidents.• Facilitated emergency changes for the applicable Major Incident in accordance with Emergency/Retro change process.• Collaborated with configuration management team to ensure Configuration Items are tagged/updated for respective changes.• Trained 50% IT staff on ITIL change management best practices, leading 40% improvement change success rates.• Identified comparable non-impacting change requests and recommended standard changes, resulting in 85% reduction in request-to-implementation time.• Produced monthly KPI reports and leveraged the insights gained from these reports for continuous process improvement. Show less As a Release Manager and Team Lead, I supervised all release management activities for client applications, infrastructure, and projects. I developed adherence to release process by training teams and stakeholders. I assured successful delivery by managing oversight application/ infrastructure release process, including appointing responsibilities. I headed service transition planning and created support matrices for each service.My main contributions in this job role are as follow:• Applied release management process to maintain and update Configuration Management Database (CMDB).• Guided release process by capturing requirements from business in accordance with ITIL standards.• Implemented new release management training program that improved technical and process knowledge of all teams.• Headed and guided team in designing and deployment of new release management system, resulting in increasing release efficiency.• Implemented a new change management process that improved the speed and accuracy of identifying and mitigating release risks by 30%.• Enhanced efficiency by developing service improvement plans, including deployment templates and strategies, designing release, and redefining checklist. Show less

  • IT Service Manager

    Oct 2020 - Sept 2024

  • Change And Release Manager

    Dec 2017 - Sept 2020

  • Release Manager

    Jun 2013 - Dec 2017

  • Service Desk Team Leader

    Oct 2010 - Jun 2013
• 

  The Newcastle Upon Tyne Hospitals NHS Foundation Trust

  Oct 2023 - now

  Senior Change Manager