Chandran Muniandy

Experience

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  Hsbc Electronic Data Porcessing Private Limited, Bangalore

  Dec 2010 - Oct 2015

  Global Support Executive

  Responsible to support and manage client’s entire IT systems as in PCs, laptops, servers, email, VoIP, mobile, network and office application. Ultimately to make sure client has a seamless working experience. I have awarded as the best performer in the first 3 month joining the company.

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  Hewlett Packard Enterprise

  Mar 2014 - Oct 2015

  IT Helpdesk Support

  Responsibilities:• Provide first level support and resolution to technical issues involving network connectivity, applications & hardware issues, manage and configure desktops, applications & software installation, apply updates to laptop and other network devices• Perform service and maintenance of systems• Perform general administrative tasks such as installing software and hardware, setup useraccounts and desktop/laptop• Email support configuration and troubleshooting• Experienced on VPN Application, SM7, Virtual Desktop and Active Directory. Show less

• 

  T-Systems Malaysia Sdn Bhd

  Oct 2015 - Feb 2021

  Responsibilities:• Drive incidents end-to-end to restore the service/business process in the fastest possible way by coordinating service lines and other necessary stakeholders to avoid massive impact to customer business that might lead to penalties.• Managing the involvement of the suppliers and vendors when needed.• Establishment of a temporary team which largely involves all technical teams in organizationwhich are needed to resolve the incident.• Handles communication with the customer/stakeholders (notification and escalation) to keepthem updated on high, critical and potential major incidents.• Coordinates and controls the conference calls for status updates and decisions taken about theways forward for the incident restoration.• Responsible for an incident report with periodic updates to stakeholders.• Acts as the interface between the customer, stakeholders and integration of MoD.• Responsible to manage customer perception during an incident lifecycle.• Collaborates with the LIMs in regular meetings.• Collaborates with the Quality Team in post-mortem meetings following the occurrence of a majorincident.• Works closely together with the responsible process managers to improve the processes based onexperiences and lessons learned.• Responsible to be part of root cause analysis and for the identification and implementation ofsustainable solutions. Show less Responsibilities:• Performing 1st level technical troubleshooting on event and customer raised tickets for all supported units within tsmy.• Raise change request for break & fix• Develop, co-ordinate and promote incident management lifecycle activities across the whole ofTSMY and take responsibility for the effective functioning of the Incident Management processesacross all support areas• Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd linegroups• Ensure that any service breach is suitably recorded and described before it is closed• Review and recommend, as appropriate, changes to support processes to ensure continuousimprovement of incident management lifecycle process• Liaison with all problem resolution groups to ensure swift resolution of problems within SLAtargets• Ensure regular reporting on key service performance and quality metrics (in relation to incident,problem and situation management)• Trigger internal escalation for all P1s, P2s and when necessary Show less

  • Major Incident Manager

    Aug 2016 - Feb 2021

  • PCC Engineer

    Oct 2015 - Aug 2016
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  Airbus Helicopters

  Apr 2019 - Jan 2020

  Service Desk Team Lead

  Responsibilities:• Leading incidents and requests to resolution• Developing Service Desk process and workflows• Providing and developing communication plans to customers• Providing on call support• Contributing to the Change Management Process• Coordinate the service desk team members in their daily duties of attending to clients who cometo make inquiries and facilitate good customer service culture in team members• Evaluate and assess service delivery performance metrics and carry out survey on clients to weighthe level of service delivery in the company• Keep record of daily operations at the desk for tracking of customer needs, services rendered andfuture reference• Create a mode of operations to be adhered to by team members in order to maintain good routineand orderliness• Delegate specific service desk responsibilities to team members to create specialization andincrease service delivery pace• Review all client complaints, rectify issues and liaise with appropriate departments to handlecomplex issues in a bid to provide more effective solutions• Observe service desk operation techniques to determine how effective they are and implementnew techniques when old ones are ineffective. Show less

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  HTR Asia Sdn Bhd

  Apr 2021 - Sept 2021

  Project Manager

  Responsibilities:• Maintaining and monitoring project plans, project schedules.• Organizing, attending, and participating in stakeholder meetings.• Documenting and following up on important actions and decisions from meetings.• Preparing necessary presentation materials for meetings.• Ensuring project deadlines are met.• Determining project changes.• Providing administrative support as needed.

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  NTT DATA Business Solutions

  Jan 2022 - now

  The Global Topic Lead (GTL) is the primary technical or functional expert globally for a specific topic within a service area, providing subject matter expertise to the Service Owner. GTLs offer technical descriptions and work instructions for services listed in the GBMS Service Catalogue. Services are categorized under service areas, each overseen by a Service Owner. The Service Owner is tasked with nominating and assigning GTLs as needed. GTLs act as the foremost contact for their topic, collaborating with GBMS Service Architecture Management to develop new services and technical concepts according to the GBMS Service Architecture Design Process. They assist in strategy development, portfolio management, and the implementation of the service roadmap, serving as a point of contact for GBMS Product Management and GBMS Presales for technical inquiries. GTLs are involved in the operation, troubleshooting, root cause analysis (RCA), and the continuous improvement of services within their topic area. While GTLs lead technically, they do not have HR responsibilities. If a global expert team exists for a topic, the GTL leads this team technically, as appointed by the Service Owner.Key Responsibilities1. Service Strategy2. Service Design3. Service Transition4. Service Operation5. Continual Service Improvement6. Technical Leadership Show less

  • Global Topic Lead - Critical Incident Management

    Feb 2024 - now

  • Critical Incident Manager

    Jan 2022 - Mar 2024