Arthi Priya Rajasekaran

• Highly skilled IT professional with a background in managing ITIL process verticals with strong knowledge in implementing process improvements and quality initiatives for desired performance levels
• Possess exceptional communication and interpersonal skills, analytic capabilities and customer management skills
• Hands on Experience in fixing up Process Gaps & Mitigating Business Risks
• Produce proactive reports, trending analysis, service level reporting, process consultation of ITIL best practice
• Analyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction and Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics
• Seeking to leverage comprehensive IT experience to take the next career step in systems administration with a respected organization that values hard work, strategic thinking and results

• IT Service Management - Incident, Problem, Change & Release management, ITIL Process
• ServiceNow Administrator - User Management,Client Scripting,Service catalogs,Business Rules
• Backup Administrator – EMC Legato Networker, Veritas NetBackup & EMC Data Domain

Wipro Technologies | Lloyds Bank - IT Service Management - 2015-2018

• Manage incidents from low to high-severity across the entire problem life-cycle in accordance with resolution and restoration
• Produce proactive reports, trend analysis, service level reporting, process consultation & application of ITIL best practice
• Ensures alignment of Key Performance Indicators (KPIs) and Process Improvements Facilitate major incidents requiring multi-vendor engagement.
• Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents
• Effectively managing service desks for timely transfer (warm handover) of issue between L1 service desks to L2 service desks
• Oversee support teams' compliance with the Incident Management process
• Continual reduction of ticket count through trend analysis and also by ensuring improved knowledge base Identifying, initiating, scheduling and conducting incident reviews/ Audits Follow up on incident records that do not meet quality standards to prevent recurrence.
• Determine if root cause analysis is required and initiate Problem Management Communication with third party vendors and eco-system meetings to ensure co-ordination between Service desks and vendors to ensure high quality service requirements are met
• Responsible for assessing the prioritization and categorization of ticket, implement feedback mechanism SLA adherence and customer centric approach

Wipro Technologies |Citibank Inc - Backup Administrator - 2014-2015

• Facilitating Major incidents and End to end coordination of Problem cycle
• Driving RCA for Major incidents, potential candidates, pro-actively identified problem tickets using Kepner- Tregoe methodology of problem solving
• Identifying and scheduling problem review meeting to discuss and act on problem candidates identified during the meeting
• Following up for timely closure of problem tickets with root cause identification and ensuring permanent fix
• Extra focus on problem tickets and defined ratio for problem conversion to ensure reduction in incident occurrence and quality service
• Ensure track of active problem tickets and follow up for timely closure Focus to meet Problem KPI.
• Compliance control execution Coordinating, communicating changes between customer and service provider to manage the changes as required
• Review and provide the approval regarding the priority of the change request (Minor, Medium or Major)
• Review test script documents and roll back documents to determine if they are adequately documented and feasible
• Notifying affected parties for changes that went through the CAB via the essential tool that changes are scheduled, approved, and ready to be implemented Post CAB meeting circulating FSC (forward schedule of changes)
• Ensuring right authorities are defined for building and implementing a change Checking sanity of the change record as per the audit standards

Wipro Technologies | Capital One - Unix Administrator - 2012-2014

• Troubleshoot the problems related to batch jobs for the various customer specific applications on UNIX platform
• Does analysis on the reoccurring problems, troubleshoot them or in some cases suggest the client on how to prevent the recurrent failures
• Make sure to provide the required service in the defined SLA, which are of high impact on business
• Create Change orders and Work orders using the HPSM tool, Worked on tools like Control M – Scheduling tool, HP Service Manager, Site scope and Bsm

Wipro Technologies | Citibank Inc - Backup Administrator - 2009-2012

• Monitoring & Managing backup and ensure successful completion for 2600+ clients
• Scheduling backups as per Service Level Agreement & Client requirements
• Managing Media in Library as per retention policy agreed with the customer
• Configuring Data Domain devices, Tape Libraries, creating Media Pools, Groups, Clients, Deploying restore & recovery during media failures / data loss
• Performing data restoration from earlier backups via EMC Legato Networker User or command prompt

Wipro Technologies | Washington Mutual - Monitoring Engineer - 2007-2008

• Monitor different types of servers, applications and network devices using Netcool Monitoring Tool & CA – Unicenter tools, BMC Remedy
• Raise tickets on any failures and escalate to appropriate group with prior intimation using Remedy Ticketing Tool
• Facilitate ATT for dispatching Technicians to WaMu sites by coordinating with Senior/ Regional Duty Managers and Tier III Technicians
• Audit tickets to ensure quality in Service Delivery

Visa Type: H1B ( validity Oct 2026)

I hereby declare that all the information furnished above is true to the best of my knowledge and belief.

• IT Service Management - Incident, Problem, Change & Release management, ITIL Process
• ServiceNow Administrator - User Management,Client Scripting,Service catalogs,Business Rules
• Backup Administrator – EMC Legato Networker, Veritas NetBackup & EMC Data Domain

Wipro Technologies | Lloyds Bank - IT Service Management - 2015-2018 

• Manage incidents from low to high-severity across the entire problem life-cycle in accordance with resolution and restoration
• Produce proactive reports, trend analysis, service level reporting, process consultation & application of ITIL best practice
• Ensures alignment of Key Performance Indicators (KPIs) and Process Improvements
• Facilitate major incidents requiring multi-vendor engagement. Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents
• Effectively managing service desks for timely transfer (warm handover) of issue between L1 service desks to L2 service desks
• Oversee support teams’ compliance with the Incident Management process
• Continual reduction of ticket count through trend analysis and also by ensuring improved knowledge base
• Identifying, initiating, scheduling and conducting incident reviews/ Audits
• Follow up on incident records that do not meet quality standards to prevent recurrence. Determine if root cause analysis is required and initiate Problem Management
• Communication with third party vendors and eco-system meetings to ensure co-ordination between Service desks and vendors to ensure high quality service requirements are met
• Responsible for assessing the prioritization and categorization of ticket, implement feedback mechanism
• SLA adherence and customer centric approach

Wipro Technologies |Citibank Inc - Major Incident Manager & Change Manager  - 2014-2015 and 2009-2012

• Facilitating Major incidents and End to end coordination of Problem cycle
• Driving RCA for Major incidents, potential candidates, pro-actively identified problem tickets using Kepner- Tregoe methodology of problem solving
• Identifying and scheduling problem review meeting to discuss and act on problem candidates identified during the meeting
• Following up for timely closure of problem tickets with root cause identification and ensuring permanent fix
• Extra focus on problem tickets and defined ratio for problem conversion to ensure reduction in incident occurrence and quality service
• Ensure track of active problem tickets and follow up for timely closure
• Focus to meet Problem KPI. Compliance control execution
• Coordinating, communicating changes between customer and service provider to manage the changes as required
• Review and provide the approval regarding the priority of the change request (Minor, Medium or Major)
• Review test script documents and roll back documents to determine if they are adequately documented and feasible
• Notifying affected parties for changes that went through the CAB via the essential tool that changes are scheduled, approved, and ready to be implemented
• Post CAB meeting circulating FSC (forward schedule of changes)
• Ensuring right authorities are defined for building and implementing a change
• Checking sanity of the change record as per the audit standards

Wipro Technologies | Capital One - Unix Administrator - 2012-2014 

• Troubleshoot the problems related to batch jobs for the various customer specific applications on UNIX platform
• Does analysis on the reoccurring problems, troubleshoot them or in some cases suggest the client on how to prevent the recurrent failures
• Make sure to provide the required service in the defined SLA, which are of high impact on business
• Create Change orders and Work orders using the HPSM tool, Worked on tools like Control M – Scheduling tool, HP Service Manager, Site scope and Bsm

Wipro Technologies | WaMu - Monitoring Engineer - 2007-2008 

• Monitor different types of servers, applications and network devices using Netcool Monitoring Tool & CA – Unicenter tools, BMC Remedy
• Raise tickets on any failures and escalate to appropriate group with prior intimation using Remedy Ticketing Tool
• Facilitate ATT for dispatching Technicians to WaMu sites by coordinating with Senior/ Regional Duty Managers and Tier III Technicians
• Audit tickets to ensure quality in Service Delivery

Visa Type: H1B ( validity Oct 2026)

I hereby declare that all the information furnished above is true to the best of my knowledge and belief.