Arun Chakravarthi Devaraj

Service Management Lead:

• Responsible to ensure that their current IT services deliver locally which includes current mode of operation and its future IT plan
• Managing multiple service teams and build synergies between services
• Ensure issue free operations and effective handling of customer escalations
• Capable of tracking the service improvement plan and aligning the capacity, availability of resources
• Keep track of automation levels within service operations and to improve them
• Responsible to introduce new service delivery tools and redesigning the operational procedures
• Assurance of SLAs / KPIs / OLAs and service quality
• Responsible to build and implement security guidelines
• Running the service operations in close cooperation with other IT process owners and service owners
• Ensure service quality

Project Management (Migration/Transformation)

• Service definition, scoping and policy formulation: Consolidate and review inputs and contribute towards identifying new service lines in order to assist service owner in designing a scalable and robust infrastructure
• Admin model, workflow, monitoring and reporting framework: Review the relevant metrics and provide location specific inputs to service team in order to account for the same while defining the monitoring and reporting framework
• Technology Resources - Hardware, software, data communication, consumables and services: Consolidate, review and handle escalations and intervene in order to ensure timely delivery of materials as per agreed SLA
• Capacity Management: responsible for initiating the action plan post review of capacity matrix for Services and IT infrastructure
• Service owner to factor the service upgrade plan
• Initiate necessary triggers/action plan based on threshold limits set in measurement index
• Service level management and service reporting: Review, analyze and set the action plan to adhere to SLAs defined
• Describe the main phases of a data migration or transformation project, such as planning, design, development, testing, deployment and post-migration support
• Explain the role and responsibilities of a project manager in each phase, such as defining the scope, objectives, deliverables, timeline and budget of the project
• Requirements Gathering and Planning:- Project Managers initiate the process by collaborating with stakeholders to understand the business requirements and goals. A robust plan is then developed, outlining timelines, resource allocation, and risk mitigation strategies.
• Team Coordination:- Efficient communication and collaboration are critical. Project Managers assemble and lead cross-functional teams, ensuring alignment with project objectives and fostering a collaborative environment.
• Risk Assessment and Mitigation:- Identifying potential risks and developing mitigation plans is a core responsibility. Project Managers conduct thorough risk assessments, addressing challenges before they escalate and impact the project timeline.
• Execution and Monitoring:- During the execution phase, Project Managers monitor progress against the project plan, ensuring adherence to timelines and quality standards. Any deviations are addressed promptly to prevent cascading issues.
• Testing and Validation:- Rigorous testing is conducted to validate data accuracy, integrity, and functionality post-migration. Project Managers play a crucial role in coordinating testing efforts and ensuring comprehensive validation.
• Stakeholder Communication:- Transparent and consistent communication with stakeholders is paramount. Project Managers provide regular updates, address concerns, and manage expectations to foster trust and collaboration.

• Company Overview: Company that mine, process and sell industrial minerals at locations worldwide, focused primarily on silica, clays, and olivine. They are also leaders in glass recycling.
• Responsible for working with all parties involved to ensure that the implemented SIAM strategy achieves its objective
• Maintaining and operating the SIAM framework
• Ensuring that the appropriate policies, processes and controls exists and are implemented consistently
• Ensuring operations is in line with the strategy and strategy objectives
• Measurement and review of both Service Integrator and overall performance
• Continuous improvement of the SIAM ecosystem
• Efficient and transparent on-boarding and off-boarding of suppliers
• Responsible for day to day operations deployed as per SIAM model
• Ensure that process framework is operated efficiently and consistently across all supplier landscape
• Manage as lead for the process like Incident, Change, Problem, Asset Management, CMDB and ServiceNow
• ITSM Maturity assessment related activities
• Defined process documents to improve the maturity of the Service Management
• Provided Training with regards to gap analysis performed
• Part of Audits Internal and External and also performing audits on monthly basis on various Services provided
• Monitor the resolution of Incidents involving multiple Service Providers and ensure it is within SLA
• Leading, Driving, facilitating and chairing all investigation activities, meetings, conference calls
• Trending of Incidents across Service Providers
• Work with customer stakeholders on all matters related to Incident management process, escalations and continuous improvement plan
• Making Service restoration/recovery decisions
• As SIAM operations lead, implement and maintain the ITSM platform (Ticketing tool), process, procedures across the internal and external providers

• Reviewing client contracts and service agreements to confirm all signatures
• Providing recommendations on ways to improve or update existing QA standards
• Training new members of the quality assurance team and provided mentoring
• Ensured compliance with all established quality control protocols
• Established and implemented quality assurance procedures
• Ensure that regular service facilitation happens for the supported services
• This will include all aspects of service life cycle, Gate meetings & closure meetings are taken care
• Reviews of all required plans, schedule and risks to ensure compliance with respect to CGI's policies
• Assist SDMs, Leads during the analysis of incidents / defects & verification of appropriate corrective / preventive actions, any process improvements resulting out of it & their implementation by the services
• Drive the activities/tasks as suggested by the QA management and ensure they are completed as per the agreed timelines
• Ensure that the GIS organization achieves the agreed quality assessments like ISO 9001:2008, ISO 27001, CMMI and DPA etc
• Ensure that PIIs/ internal audits (as per the corporate guidelines) are completed as per the agreed timelines
• Track the internal and external audit findings as per the agreed corrective and preventive actions within the agreed timelines and ensure that repetitions are avoided
• Participate and deliver all the agreed deliverables of the initiatives suggested by management
• Ensure that the KPIs were collected, reviewed and analysis reports presented to the QA and GIS management
• Deploy effective mechanisms to improve KPIs performance
• Ensure that Ticket quality audits are conducted, and results are analyzed and shared with the team
• Ensure that any process related issues are bought to the notice to the QA GIS Management and ensure the closure of the same
• Assist in preparing the monthly report for the GIS group (RYG report)
• Train all QA staff and the business teams on the existing processes and practices and update them on any improvements that will be done in future
• Ensure that the RCAs for ticket breaches are validated for its completeness and correctness
• Also ensure that all teams submit the RCAs for the breached tickets
• To be collected monthly and stored in the common storage
• Ensure that RCAs are done for its effectiveness across the services - Incident, Change, problem and event management activities
• Identify the opportunities for improvements within the GIS and implement them successfully
• Consolidate the Best Practices, metrics, lessons learnt, tailoring and contribute to the organizational process database
• Provide inputs to customize tools such a BMC Remedy ITSM, Service Now and HP Service Desk as per ITIL and clients requirement
• Train members on the ticketing tools
• Work with the DEX manager and lead and service teams to reduce the incidents/problems/alerts by bringing in effective improvements which are sustainable
• Finalist in the LSSEA 2015 (Lean Six Sigma Presentation) conducted by Symbiosis Centre for Management and Human Resource Development (SCMHRD)
• Key initiatives in creating the templates for the below and used a approved Organization document:
• Risk Assessment Template (GIS)
• Standard Operating Procedure - SOP (Org level)
• Method of Procedure - MOP (GIS)
• TQA Template for Change and Incident Management (Org level)
• RCA assessment and Human Error template (Org level)
• Represented as a FAR member in the CMMI appraisal for my BU (Quality) and successfully faced the audit

• Providing Tier II Support for the Account
• Handling Escalations and Severity for Incidents
• Handling Voice and Accent training for Agents
• Pre-Process training for New hires
• Request for Change (RFC) by change management policies
• Facilitate rapid restoration of normal service to Customers/Users
• Meet the expectations for the service(s) set out in the Service Level Agreement (SLA)
• Worked as a Dispatcher for my respective shifts and responsibilities includes uploading checklist, shift hand-over list
• Attend CAB\ECAB meeting everyday to discuss on upcoming changes and approval requests needed
• Analyzes Change records to determine any trends or apparent problems that occur
• Identify potential Urgent Changes and advises Change Analyst of Urgent Change process
• Support Local Change Managers in Final Approval of acceptable Minor Changes
• Initiates and facilitates Senior Management meetings for Major RFC reviews an endorsement
• Quickly assess if the Urgent RFC is in fact an Urgent RFC
• Reviews applications for Standard Pre-Approved Changes (SPACs) and advice the Change Manager to approve/reject the application