Kothandaraman Asokan

Experience

• 

  Tata Consultancy Services

  Jan 2013 - Aug 2021

  • Managed budget to determine expenditures and define cost controls.• Managed the operations and evaluation of suppliers and vendors instituting [Action] to increase efficiency and track performance.• Identified operational opportunities and challenges for strategic decision-making.• Reduced IT tech expenses by £500,000 annually through a thorough review and restructuring of network usage during the COVID work module.• Led all planning and retrospective meetings for all projects and core platform builds to assist with obtaining feedback and ideas to improve the workflow.• Negotiated business contracts with vendors and service providers to meet organizational needs.• Oversaw strategic procurement projects worth £10,000,000+ with robust tender assessments.• Facilitated regional delivery programs involving 10+ sites across the Chennai region.• Improved material availability to produce 10+ units each week with consistent spare supplies.• Developed and executed 50+ testing processes used to validate disaster recovery plans to reduce critical disaster incidents.• Prioritized systems, applications, functions and services to ensure optimal recovery processes.• Presented the risks, findings and analyses to both non-technical and technical teams and departments.• Conducted a consistent evaluation of the existing IT security methods and networks, and recognized multiple areas for enhancement.• Developed recovery team structure and determined team assignments for clarity and efficiency during business outages.• Identified Maximum Tolerable Downtime and Data Loss (MTDT) and Recovery Point (RPO) for IT software, apps, databases and operating systems. Maintained the database of asset worth, property appraisals and used new information to best plan financial strategies and asset management.• Managed assets for the company, optimizing asset operations to maintain, renew and develop assets to meet business requirements during COVID. Show less • Harnessed Agile and PRINCE2 methodologies to deliver IT improvement projects on time and within budget. • Provided efficient and effective technology and Internet access for 5000+ users, managing network outages and operations to deliver a reliable and safe connection.• Directed and evaluated the provision of IT services for projects from ideation to completion and communicated necessary developments to clients.• Partnered with other professional service providers to enhance offerings.• Assumed responsibility for major incidents and coordinated action plans.• Planned budgets, prepared reports and tracked expenses to inform purchasing activities.• Oversaw training activities to equip new joiners with the necessary skills and knowledge.• Commissioned large-scale migration project minimizing reengineering and system downtime.• Coordinated a range of IT systems tests annually, including performance, ethical hacking, scalability and PT tests.• Supervised 10+ staff, including setting schedules, implementing training and assessing performance.• Conducted quarterly IT infrastructure audits in collaboration with corporate teams, ensuring systems met business goals and industry compliance standards.• Transitioned legacy IT services to Cloud infrastructure, overseeing procurement and contract management processes. Show less • Assisted in implementing approved recommendations, and issuing revised instructions and procedure manuals.• Analyzed monthly and quarterly performance to identify measurable opportunities for improvement.• Daily connect with the team to effectively monitor the productivity & quality of the incidents• Managed CAB meetings for change governance to provide a go or no-go decision based on testing• Analyzed complex operations or issues and developed proactive solutions.• Communicated department improvements and successes to senior management through regular reports.• Adjusted staff levels, work schedules and assignments with incoming order volume.• Supported implementation of quality management systems to improve quality control.• Reviewed current information systems to identify process shortcomings and production bottlenecks.• Prepared and recommended proposals to revise methods and procedures, alter workflows and resolve organizational problems. Show less • Owned and led the service management process, outlining policy and procedure and driving efficient service.• Promoted high standards of customer service and interactions, increasing service efficiency and client satisfaction.• Sourced and procured new types of software to improve service delivery and oversaw complex and robust software integration.• Developed and implemented complaint escalation processes, improving 'time to resolution' and internal communications.• Implemented and managed PDCA cycle, exceeding service targets for continuous improvement in IT Operations and Service Desk Management areas.• Implemented rigorous KPIs, targets and SLA to monitor and evaluate the performance for 50 staffs.• Established a client and solution-focused customer service environment.• Coordinated internal audits, rigorously sifting through Help Desk procedures to identify improvement areas and increase productivity.• Oversaw 40+ ICT personnel, managing 3 teams of direct reports and cultivating high performing teams.• Attended Executive committee meetings with regional head providing financial input and reporting for operational budgets. Show less • Provided technical support, training and guidance for users with varying levels of IT knowledge and competence.• Analyzed complex technical information and developed clearly structured, easily transferable documentation.• Updated operating systems and applications to latest versions to fix security and performance issues• Carried out installation, fault diagnosis and regular maintenance of all hardware and software.• Troubleshot customer issues quickly and efficiently and maintained average resolution rate.• Used prioritization, critical thinking and analytical skills to manage high-volume queues.• sProvided Microsoft Active Directory support across 13 locations + devices, managing security updates and anti-virus software to protect files and assets.• Achieved 98% rating by providing friendly and comprehensive IT helpdesk support services for c10,000+ users each week.• Walked customers remotely through correct procedures for testing and correcting common problems. 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  • Business Continuity Manager| Capacity Manager| Asset Relationship manager

    Jul 2019 - Aug 2021

  • Service Delivery Manager

    Mar 2018 - Jun 2019

  • Critical Incident, Problem and Change Manager

    Jun 2016 - Mar 2018

  • Service Desk Manager

    Aug 2015 - Jun 2016

  • Service Desk Engineer

    Jan 2013 - Aug 2015
• 

  Tata Consultancy Services

  Dec 2022 - now

  Service Delivery Lead

  • Provided technical and analytical support for a banking application, improving productivity and user experience.• Studied production processes and performed failure analysis to identify improvement opportunities.• Audited current working practices and made suitable recommendations for continuous improvement.• Collaborated with engineers and staff to identify and address problems and comply with regulatory and safety procedures.• Provided weekly and monthly reporting on project progress, OKRs, SLA and KPIs to support process improvements. Show less