Biju Balakrishnan Email & Phone Number

Bengaluru Area, India

• Responsible for Stability, Resilience & Scale, and Problem Management function. • Lead and manage a team of shift leads and support analysts. Set clear goals and objectives aligned with the overall company needs.• Develop and implement support strategies, processes, and procedures to ensure efficient resolution of incidents and service requests.• Manage relationships with third-party vendors and service providers to ensure timely delivery of support services and adherence to SLAs.• Provide guidance and expertise to internal stakeholders on ITIL best practices.• Prepare and present reports, metrics, and KPIs to senior management to track support performance and measure against objectives.Managing support operations for SAP IBP solutions. Adept at leading teams, resolving complex issues, and ensuring high levels of customer satisfaction.

Bengaluru Area, India

• Responsible for the production control meetings of major incidents in assessing customer impact and awareness for reducing adverse business impact.• Played an integral role in the process of determining causes for impact to availability and their ultimate resolution. Drove project implementation plans that enhanced system reliability. Coordinate regular calls with the key partner teams to ensure synergies.• Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.• Facilitating and participating in a conference bridge and ensuring that the TechOps team is focused on re-establishing the service.• Performed notifications and status of all incidents to high level internal leadership and partner teams while managing SLA's.• Create improvement plans to achieve overall organizational goals.• Participate and contribute to root cause analysis initiatives.

Bengaluru Area, India

 Managed over 30 employees across regions. Lead an Infrastructure/Application support team. People management responsibilities include working with employees on career development, setting educational goals, compensation planning, creating performance improvement plans, and holding monthly one on one meetings with each employee. Worked with the Project Coordinator team and assisted implementation of new applications for support. Implemented new techniques and process improvements that increase productivity and lower costs Build knowledge database for Infrastructure & Application support functions. Coordinated cross functional meetings to determine root cause of problems and improve workflow processes. Conducted weekly meetings facilitating discussions and evaluation of proposed changes. Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units. Partnered with multiple groups to implement solutions of known errors and increase efficiencies. Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending. Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction. Partnered with IT team to ensure proper translation of business requirements into software changes. Spearheaded User Acceptance Testing to verify fulfillment of requirements, resolving any ensuing defects. Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures. Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.

Bengaluru Area, India

Leading Infra operations support services, Change implementation and knowledge management. Built a high competency team and delivered support efficiency by creating capacity. Developed and implemented support strategy in collaboration with deep support and engineering team for an efficient and reliable infrastructure system.

Bengaluru Area, India

 Managed over 30 employees across regions. Lead an Infrastructure/Application support team. People management responsibilities include working with employees on career development, setting educational goals, compensation planning, creating performance improvement plans, and holding monthly one on one meetings with each employee. Worked with the Project Coordinator team and assisted implementation of new applications for support. Implemented new techniques and process improvements that increase productivity and lower costs Build knowledge database for Infrastructure & Application support functions. Coordinated cross functional meetings to determine root cause of problems and improve workflow processes. Conducted weekly meetings facilitating discussions and evaluation of proposed changes. Maintained online change calendar and coordinated events with enterprise business calendar; ensured communication with all business units. Partnered with multiple groups to implement solutions of known errors and increase efficiencies. Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending. Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction. Partnered with IT team to ensure proper translation of business requirements into software changes. Spearheaded User Acceptance Testing to verify fulfillment of requirements, resolving any ensuing defects. Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures. Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.

Glasgow, United Kingdom

Managing a team that supports critical business applications in the telecom industry. I make sure we provide 24x7x365 support for our customer most efficiently. Developing processes to ensure the team generates maximum output with little effort.I was at the clients location working together with the British Telecom management to develop and deliver quality support.

Bengaluru Area, India

Manage a team of technical experts to support British Telecom suite of applications.

Support IT applications. My core expertise was in HP UX, PL/SQL, Oracle & webmethods

HTML, ASP, .net technologies, SQL server

B.E, Electronics & Communications

Plus 2, Mpc

Sslc, Mathematics And Computer Science