Suresh Balajee Murugesan
White Plains,NY
Summary
Service management lead with 13 years of IT experience, including 9 years of proven success in optimizing processes for enhanced efficiency, productivity, and quality. Skilled in communication, relationship-building, and critical thinking.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead IT Resiliency Analyst
New York Power Authority
White Plains, NY
08.2022 - Current
- Developed and implemented ITSM Processes to ensure compliance with Service Level Agreements.
- Researched, evaluated and recommended improvements for existing ITSM processes.
- Monitored process performance metrics and ensured adherence to established service levels.
- Provided guidance to teams on best practices related to IT Service Management processes.
- Coordinated the development of new ITSM processes as needed.
- Developed policy and procedure documents that define roles and responsibilities for each ITSM process.
- Analyzed workflows and established priorities for daily operations.
- Participated in change advisory board meetings as a representative from the Process Lead team.
- Performed root cause analysis activities when investigating production incidents.
- Identified gaps in current operations that could lead to improved efficiency or effectiveness within the organization's IT service management functions.
- Prepared detailed reports on process performance metrics and delivered presentations to senior leadership.
- Trained team members on ITSM procedures and policies.
Assistant Consultant (Service Management Office)
Tata Consultancy Services (Client: AbbVie)
Lake Bluff, NY
08.2019 - 07.2022
- Worked closely with IT leaders and multiple stakeholders to achieve high levels of service operation excellence.
- Developed ITIL process guidelines and facilitated regular process sessions to educate and promote understanding of task resolution procedures, encompassing incident, service request, problem, knowledge, and change management.
- Enhanced operational efficiency by developing centralized data visualization dashboards in ServiceNow, allowing real-time tracking of key performance indicators (KPIs).
- Conducted post-incident review meetings and collaborated with internal/cross-functional teams to identify and address root causes of major incidents.
- Implemented rigorous processes for incident and problem backlog reviews to reduce aging tickets.
- Conducted monthly meetings with the client to discuss and agree on the contractual SLA metrics.
- Analyzed survey data to identify patterns in customer satisfaction levels.
Assistant Consultant (IT Governance & Services)
Tata Consultancy Services (Client: RBS)
Chennai, India
06.2017 - 07.2019
- Conducted weekly Change Advisory Board (CAB) meetings to review scheduled changes for implementation.
- Analyzed volume of standard changes implemented and instilled rigor in reducing Standard Change Templates (SCT) through permanent fix.
- Reviewed the root cause and impact of issues caused by changes implemented in fortnightly meetings.
- Coordinated BCP testing at various project locations.
- Collaborated in creating a comprehensive monthly production pack for leadership review, encompassing ticket trends, highlights, lowlights, defect leakage report, application availability and outage report, and application capacity and EOL report.
IT Analyst (Application Maintenance Support)
Tata Consultancy Services (Client: Vodafone UK)
Chennai, India
02.2016 - 05.2017
- Managed and led support teams for BSS, OSS, and Online clusters across Chennai, Hyderabad, and UK with a total of twenty-five associates.
- Maintained undisrupted operation of all support applications.
- Led weekly review sessions with clients to discuss performance reports containing notable accomplishments, areas for improvement, and unresolved concerns.
- Facilitated monthly meetings with various stakeholders to identify business requirements and address pain points.
- Performed incident trend-analysis to gather data on work volume, MTTR, and recurring issues.
- Implemented multiple CSI to decrease incidents and fix open problems.
IT Analyst (Business Continuity Management)
Tata Consultancy Services (Client: Etihad Airways)
Abu Dhabi, UAE
01.2015 - 01.2016
- Gathered comprehensive information on daily activities and operations through interviews conducted with business representatives/stakeholders from all departments.
- Identified risks and process gaps by thoroughly reviewing existing risk assessment.
- Quantified impacts of worst-case scenarios for global airports in comprehensive Business Impact Analysis (BIA).
- Assisted in BCP drills.
Systems Engineer (Application Maintenance Support)
Tata Consultancy Services (Client: The Home Depot)
Chennai, India
07.2011 - 12.2014
- Conducted daily checks to assess application status.
- Managed incident resolution and problem-solving, enhancing team efficiency.
- Provided technical support during major incidents.
- Conducted periodic evaluations of support documents like SOP, KEDB, and application runbook.
Education
Bachelor of Technology -
Anna University
Coimbatore, India05.2011
Skills
- Incident Management
- Problem Management
- Configuration Management Database (CMDB)
- Change Management
- Knowledge Management
- Service Request Management
- Service Level Management
- Continual Service Improvements
- Data Analysis
- Trend Analysis
- Reporting
- Performance Analytics
- ITSM Tools (ServiceNow, Remedy, HP Service Manager)
Certification
- Certified ITIL 4 Specialist Create, Deliver and Support, AXELOS Global Best Practice, 12/01/21.
- Certified Blue Prism Developer, Blue Prism, 05/01/22.
Timeline
Lead IT Resiliency Analyst
New York Power Authority
08.2022 - Current
Assistant Consultant (Service Management Office)
Tata Consultancy Services (Client: AbbVie)
08.2019 - 07.2022
Assistant Consultant (IT Governance & Services)
Tata Consultancy Services (Client: RBS)
06.2017 - 07.2019
IT Analyst (Application Maintenance Support)
Tata Consultancy Services (Client: Vodafone UK)
02.2016 - 05.2017
IT Analyst (Business Continuity Management)
Tata Consultancy Services (Client: Etihad Airways)
01.2015 - 01.2016
Systems Engineer (Application Maintenance Support)
Tata Consultancy Services (Client: The Home Depot)
07.2011 - 12.2014
Bachelor of Technology -
Anna University
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