Ganesh Selvarayar Email & Phone Number

Bengaluru, Ka, In

Bangalore Urban, Karnataka, India

Key Responsibilities:Lead the incident management team to handle the full lifecycle of incidents, from detection through resolution.Monitor and manage production incidents in a 24/7 operational environment, ensuring minimal downtime.Oversee critical and major incident bridge management, ensuring timely and effective communication and resolution.Implement ITIL framework and re-engineer processes to enhance incident management capabilities.Coordinate with various functional teams and management to ensure proper escalation and resolution of incidents.Develop and maintain incident management procedures and best practices to improve service quality.Utilize network administration skills, including the management of hubs, switches, routing, and network mapping.Manage cloud services and storage solutions, ensuring data security and operational continuity.Also, Overseeing Billing Operations, Boarding Operations, Developer Relations, and Tier 3 Support for India.Achievements:Successfully reduced incident response times by 30% through process improvements and team training.Implemented a new incident tracking system that improved visibility and accountability for incident resolution.Enhanced team performance and cohesion through regular training sessions and performance evaluations.

Bangalore

ITIL Framework implementationIncident managementProcess Re-EngineeringEscalation ManagementClient ManagementSIAM MethodologyQuality Management System• Accountable for Critical and Major incident bridge handling• Managing incident lifecycle, mailbox monitoring, production incidents to resolution in a 24/7 environment • Addressing and triaging high profile incidents through bridges• Ensuring appropriate functional and management escalation takes place as per the standards and procedures

Bangalore

Data Mining Exploratory Analysis Predictive analysis Modeling

Bengaluru Area, India

• Supervised an overall team of 30 members, successfully handled a dedicated team of 15 members. • Managed E2E delivery of Testing. Test strategy, planning, estimation, testing deliverable, status reporting to internal stakeholders.• Implemented Incident Management process and team from scratch.• Implemented Tech Support Process and Managed the team of 4 members.• Defined KPI, TAT and improved the current process for the team.• This helped increase TAT and issue resolution by 90%. • Contributed to the development of team members by conducting timely Quality Audits and sharing feedback on a regular basis, which enabled to maintain CSAT score averaging 80%. • Measured customer support success with clear metrics to attain a minimum of 95% of Service Level at all times. • Collaborated with the team, project members and vendors to identify and quickly address escalated problems to minimize operational impact.• Worked as Incident manager for online home-solutions Company• Responsible for Major Incident & service transition• Driving Incident, Problem, Change and Technical teams on common causes and work on service restoration for Critical and High priority incidents• Responsible for Business restoration under defined Service Level Agreement • Managing group chats and bridge calls effectively to resolve incidents• Timely sharing of critical incident multi notification to business and support groups• Conflict and dispute management and quick decision while driving incidents• Good understanding of infrastructure and architecture and technologies • Responsible for implementation of Incident Management Methods and Procedures Manual (MPM)• Work on Continuous Improvement Plans for Incident recovery process Manage Functional and Hierarchy escalation matrix

Bengaluru Area, India

Leading whole Test Activities which ensure the quality of product which are developed in Nestaway Technologies. Part of each testing phase of life cycle and make sure the outcome of product meets the standards of market.

Bangalore.

• Managed E2E delivery of Testing. • Requirement Analysis • Test Plan, Strategy and Cases Creation• Worked on all projects of organization like Twitter on TV, Mcube (Android App), Set top box testing. DTH testing. Appstore on TV, iExam1, iExam2, iTicker, Freemium on Pay Per View on TV and My Info.• analyzing users’ stories and/use cases/requirements for validity and feasibility• collaborate closely with other team members and departments• execute all levels of testing (System, Integration, and Regression)• Design and develop automation scripts when needed• Detect and track software defects and inconsistencies• Provide timely solutions• Apply quality engineering principals throughout the Agile product lifecycle• Provide support and documentationResponsible for complete QA activities in various projects as I was the only QA person in the organization.● Requirement Analysis● Test Plan, Strategy and Cases Creation● Functional Testing /Web Testing● Defect TrackingWorked on all projects of the organization like Twitter on TV, Mcube (Android App), Appstore on TV, iExam1, iExam2, iTicker, Freemium on Pay Per View on TV, and My Info.

Bengaluru, Karnataka, India

• Test case creation and Execution of Test cases • End to End Functional Testing of modules assigned• Reviewing software requirements and preparing test scenarios.• Executing tests on software usability.• Analyzing test results on database impacts, errors or bugs, and usability.• Preparing reports on all aspects related to the software testing carried out and reporting to the design team.• Interacting with clients to understand product requirements.• Participating in design reviews and providing input on requirements, product design, and potential problems.

Bangalore

I was handling customer queries and was into a special team which specializes in handling the fraudulent issues raised by customers.

Bachelor Of Engineering (B.E.), Computer Science

Graduated in B.E

+2

Sslc, Science