Thomas Thimothy

Role: Service Lead for Manufacturing / Dealer Clients in US

Responsibilities as Service Lead :

• Managing various processes (Change, Release, Risk, Security, Incident, Availability, and Capacity) to ensure timely, scalable, and stable platform delivery.
• 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.
• 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.
• Conducted biweekly connect with Head of manufacturing plants to improve processes and achieve better outcomes.
• Created techniques to measure KPIs to and drive the process to the next level of technology.
• Initiated War Room and Command Center bridges to manage and ensure rapid issue resolution with a proactive approach.
• Provided excellent service and attention to customers when face-to-face or through phone conversations
• Monitor and liaise with incident owners as required, throughout the life of an incident to ensure actions to resolve are completed within SLA.
• Invocation of escalation process in accordance with process.
• Act as focal point of communication for internal and external key stakeholders for Major Incidents
• Own the Service Improvement framework and be accountable for its effective delivery.
• Review and drive operations teams to meet the customer expectations.
• Define the process following the best practice to meet the customer requirement
• Problem solving & Ability to influence stakeholders and work closely with them to determine acceptable solution with excellent planning, organizational, and time management skills.
• Competency in ITIL process interfacing with Key stakeholders and apply solutions across different stages of the ITIL Life Cycle.

Role: Location ITIL Practice Consultant /Project Manager

• Managed and lead IT Service Management consultancy projects for complex IT environments leveraging on ITIL for semiconductor industry and other related nanoelectronics industries.
• The company's products and services are intended for all phases of wafer, reticle, integrated circuit (IC) and packaging production, from research and development to final volume manufacturing.
• Service integration manger (SIAM) with a demonstration in Service-Level agreement (SLA), IT service management, Contract management.
• Handled different roles in ITIL Process Implementation & Consulting and delivering end to end ITSM services comprising Service Management.
• Defined service standards and guidelines, governance structure, templates, documentation that serves as reference as a part of CoE.
• Conducted open house training
• Contributing to Designing solution for a new infrastructure / technical infrastructure upgrade to reach new height with current technical features.
• Experienced in Data Center Migration, consolidation, new implementation, enabling High Availability and DRP solutions.
• Managing multiple service teams and building synergies between services.
• Understand and maintain the organization's ratio between service revenue, resource planning and maintain the team.
• Responsible for service budget and quality.
• Create, modify, update, and populate the service descriptions, operation level agreements and service offerings.
• Ensure issue free operations and effective handling of customer escalations.
• Capable of tracking the service improvement plan and aligning the capacity, availability of resources.

Role: - ITIL Lead

• Developed end-to-end ITSM function and processes considering various business and strategic scenarios.
• Deployed ITSM Tools such as Manage Engine, Jira Service Desk and Fresh Desk ITSM tools.
• Lead In-House RedHat Open stack product development in Agile Methodology.
• Vendor Contracts management and Procurement.
• Driven Service Improvements and engaging with Audit teams for control definitions and tailoring to suit Operations.
• Defined IT Operations Process, Procedures, artefacts compliant to ISO & ISMS policies
• Client dashboard preparation and conduct Monthly review meetings for multiple small sized infra projects.
• Process improvement across organisation to support and enhance internal operations.

• Provide Technical Support (Voice) to the American & European customers.
• Application Engineer on NETGEAR wireless & wired networking platforms that include wired & wireless routers, NAT, Streaming devices, Wireless Media Devices, NAS devices, switches, modems, hubs & access points.
• Troubleshooting issues with Operating systems like Windows XP Home / Pro, Windows Vista, Windows 7 and Macintosh platform.
• Played an important role in contributing to team performance metrics like CSAT, FCR & AHT.
• Trained and mentored the juniors in troubleshooting issues.
• Assisted the team in the absence of Escalation Lead.
• Handled training sessions for the new folks based on the configuration of different advanced products.
• Been in the SWAT team for handling high-end products.
• Member of the Pilot batch for Gearhead Process.
• Based on performance won the BEST TECH AWARD twice and many RNR awards.