Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Dhivya Ramraj

Dhivya Ramraj

Chennai,India

Summary

  • Results-driven Service Integration and Management (SIAM) professional with over 10 years of experience in optimizing ITIL-based SIAM processes.
  • Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

SIAM Lead (Change, Peak, Risk & Security)

Accenture
Chennai, India
01.2022 - 09.2024
  • As a SIAM Service Manager for a leading UK retail client, managing various processes (Change, Risk, Security, Peak, Incident, Availability, and Capacity) to ensure timely, scalable, and stable platform delivery.
  • Focused on improving processes through expertise in peak and change, risk, Security & Capacity Management.
  • Conducted weekly sessions with vendors & Suppliers to improve processes and achieve better customer outcomes.
  • Regularly conducted weekly and monthly business review meetings with clients to evaluate project and process performance, addressing major issues, environmental risks, planned changes, and open problems
  • Skilled in tracking risks and providing live updates to customers through JIRA, ensuring transparency and timely communication.
  • Refined SIAM Critical workflows using JIRA aligned with comprehensive Continuous Service improvement strategies.
  • Played a key role in approving or rejecting changes during change freeze periods to protect the platform, while participating in Project Exemption Boards to facilitate critical projects and ensure timely completion.
  • Created techniques to measure KPIs to and drive the process to the next level of technology.
  • Proficient in leading teams, collaborating with stakeholders, and delivering scalable solutions to achieve organizational objectives and operational excellence during the PEAK critical days for the trading platform
  • Dedicated to ensuring adherence to Peak Stages during planning, design, testing, implementation and execution.
  • Conducted routine training sessions with suppliers and vendors to maintain adherence to processes.
  • Initiated War Room and Command Center bridges to manage critical peak days, ensuring rapid issue resolution with a proactive approach
  • Excelled in implementing an Agile Change project within the Change Management process.
  • Recognized with multiple rewards from the CEO for driving peak excellence without major issues or escalations.
  • Collaborated with BI teams to develop sales automation reports, eliminating manual efforts and enhancing efficiency.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Ensured accuracy by updating and reviewing the Process Run book every six months.
  • Played a crucial role in coordinating teams during platform load testing.

Service Level Manager

Larsen & Toubro Infotech
09.2019 - 09.2021
  • Overseeing delivery of IT services to ensure alignment with agreed targets.
  • Recorded metrics and provided detailed summaries.
  • Developed weekly, monthly, quarterly, and yearly decks per client requirements.
  • Ensure timely tracking of every SLA breach with proper explanations.
  • Updated critical service metrics and key performance indicators each week according to business guidelines.
  • Ensured business satisfaction by driving backlog tickets through the SLM team.
  • Reduced instances of ticket hopping and re-openings, ensuring a monthly decreasing trend.
  • Ensures that the customer’s current and future Service requirements are identified, understood and documented in SLAs and SLM deck
  • Ensures that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to business owners
  • Multiple trainings sessions are taken across the project to have a better understanding about SLA’s
  • Preparing Productivity sheet for each and every engineer to increase the efficiency of the resource
  • Investigate new technologies and methodologies to automate and maximize efficiency of services
  • Drafts and gets sign off the underpinning contract every month and provides data evidence to the customer
  • Experience is ITSM Service Desk tools (Service Now, Remedy)
  • ServiceNow enhancements has been provided and created multiple dashboards as per the client Requirement
  • Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management, and Incident Management.
  • Monthly meetings with business owners to identify areas of improvement
  • Closely working with Service Now team to ensure the SLAs are configured properly after SNOW upgradation
  • Monthly PPT presentations are created and presented over to business Owners and identify areas of improvement
  • Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.

SIAM IT Specialist

HCL Technologies
Chennai
05.2015 - 08.2019
  • Service Integration and Management (SIAM) - Specialist
  • Provide and deliver focus for customer satisfaction across the relevant customer base
  • Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively delivered
  • Develop reports for customer requirement
  • Hosting Change advisory board meeting
  • Implemented Change approval Workflow according to business owner requirement
  • Driven successful Customer satisfaction survey by providing trainings and feedbacks to the Service Desk engineers
  • Any Dissatisfaction request would get into bigger forum and discuss with owner to understand what has gone wrong
  • Provides the same feedback to the engineer and ensures Service desk doesn’t repeat it
  • Setting up KPI goals to tower leads and ensures that has been driven.
  • Participated in ongoing training and compliance activities.
  • Defined team directions and provided guidance to members.
  • Managed and resolved incidents according to service agreements.
  • Coordinated and managed various programs or projects to achieve established objectives.
  • Balanced competing priorities through deliberate project and time management practices.
  • Identified opportunities to enhance specialization resulting in increased efficiency.
  • Identified needs of customers promptly and efficiently.
  • Maintained positive working relationship with fellow staff and management.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Analyzed key performance indicators to identify effective strategies.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Organized client meetings to provide project updates.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Worked closely with human resources to support employee management and organizational planning.

IT Support Executive

CSS Corp Pvt.Ltd
06.2014 - 05.2015
  • Technical support for SOHO networking products
  • Coordinated with other departments to ensure timely resolution of customer complaints or requests.
  • Handled client and customer onboarding to answer preliminary questions and concerns, preventing unnecessary support tickets.
  • Delivered consultative support to guarantee customer and consumer satisfaction.
  • Noted, documented and quantified customer queries to deliver accurate quotes and estimates.
  • Updated support manuals and guides to smooth assistance processes for support staff.
  • Managed and sorted customer portfolios to accurately track customer satisfaction.
  • Resolved complex and escalated support issues.
  • Analyzed data to identify opportunities for improving support levels.
  • Consulted with customers to gather and define requirements.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Evaluated performance of support staff and provided coaching to improve performance.
  • Created weekly schedules for team members and enforced timely shift start and end times.

Education

Bachelor of Science - Computer Application

Apollo Arts & Science College /Madras University
05.2014

HSC -

Anna Adarsh Matric. Hr. Sec. School
05.2011

SSC -

Ambal Matric School
05.2009

Skills

  • Performance Improvement
  • People Management
  • Service Level Agreements
  • Key Performance Indicators
  • Resource Allocation
  • Quality Improvement
  • Customer service management
  • Coaching and mentoring
  • Negotiation
  • Stakeholder management
  • Risk management
  • Project management
  • Change management
  • Complex Problem-solving

Certification

  • CERTIFICATION ITIL V3
  • SIAM Certified by HCL technologies
  • Completed Agile Change implementation Certification in Accenture Technologies

Timeline

SIAM Lead (Change, Peak, Risk & Security)

Accenture
01.2022 - 09.2024

Service Level Manager

Larsen & Toubro Infotech
09.2019 - 09.2021

SIAM IT Specialist

HCL Technologies
05.2015 - 08.2019

IT Support Executive

CSS Corp Pvt.Ltd
06.2014 - 05.2015

Bachelor of Science - Computer Application

Apollo Arts & Science College /Madras University

HSC -

Anna Adarsh Matric. Hr. Sec. School

SSC -

Ambal Matric School

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Dhivya Ramraj