𝗥𝗶𝗰𝗵𝗮𝗿𝗱 𝗦𝗮𝗺𝘂𝗲𝗹 Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Responsible for using tools like ServiceNow and BMC Remedy for ticketing, workflow automation, and real-time data tracking to enhance operational efficiency.• Acted as the primary escalation contact for both clients and the service delivery team, efficiently resolving day-to-day business issues and complex problem-solving relating to infrastructure services.• Actively participated in change management and incident management processes, ensuring timely and effective deliverables that minimized disruptions and maintained service quality.• Resolved complex system outages and issues, reducing downtime by 30% through effective troubleshooting and root cause analysis.• Analyzed IT service performance data to identify trends and areas for improvement, leading to improvement in service delivery metrics.• Developed and refined IT support structures to boost user satisfaction and effectively address service issues, establishing rigorous customer service protocols and feedback mechanisms.• Led the organization through significant IT changes, deploying new systems and applications with minimal disruption by implementing robust change management strategies.• Led a dynamic team of IT professionals, nurturing talent and fostering an environment conducive to professional growth, which in turn improved overall service quality.• Designed and executed forward-thinking IT strategies that supported overarching business goals, deploying innovative technology solutions to enhance operational efficiency and reduce operational costs.• Participated in daily service review (DSR) and service level review (SLR) calls with clients to discuss SLA breaches and service improvement plans. Conducts trend analysis of incidents to identify improvement measures and presents findings to the business for proactive problem management.

Chennai

• Maintained compliance with regulatory requirements and organizational policies, executing comprehensive risk assessments and mitigation strategies to safeguard IT operations.• Efficiently managed IT incidents under high-pressure situations to minimize impact on business operations.• Monitored and ensured compliance with all SLAs, adjusting service delivery to meet contract terms and customer expectations.• Spearheaded IT service process reengineering initiatives, resulting in more streamlined operations and reduced costs.• Upheld strict IT governance standards and practices to align IT strategies with organizational goals.• Enhancing project collaboration with tools like JIRA and Confluence. Adept at conducting gap analysis, SWOT analysis, and creating data flow diagrams to identify opportunities for improvement and optimize strategic planning• Ensures thorough root cause analysis post-incident recovery, tracking and implementing corrective and preventive measures to avoid recurrence. Manages high-severity incidents, facilitating bridge calls and driving resolution efforts with Level 2 and Level 3 support teams• Effectively allocated IT resources and staff to maximize productivity and meet project deadlines, delivered high-quality IT support, consistently achieving customer satisfaction ratings.• Conducted detailed risk assessments for IT projects, ensuring all potential issues were addressed proactively.• Facilitated cross-departmental communication to ensure all stakeholders were aligned with IT initiatives, improving project outcomes.

Chennai

• Managed multiple vendor relationships to ensure timely delivery of IT products and services within budget.• Developed comprehensive documentation for IT infrastructure and operational procedures to ensure consistency and quality.• Ensured all IT services complied with international standards such as ISO/IEC 27001, improving system reliability and security.• Integrated IT solutions that supported and enhanced core business functions, demonstrating an understanding of business priorities.• Applied Agile and DevOps methodologies to expedite the deployment of IT services, enhancing collaboration and innovation. • Adapted to rapidly changing technology landscapes, successfully implementing new solutions to meet evolving business needs.• Produced detailed technical and training manuals that improved staff proficiency and reduced onboarding.• Led audits and ensured adherence to compliance requirements, mitigating legal and financial repercussions for the organization.• Collaborated closely with finance and marketing departments to deploy IT solutions that drove revenue growth and improved customer engagement.• Enhanced product development cycles using Agile frameworks, reducing time-to-market for new software releases.• Quickly adapted to remote work technologies during organizational transitions, maintaining team productivity and service continuity.

Chennai Area, India

• Identifying potential risks to the project's timeline, budget, or quality and developing mitigation strategies is a fundamental responsibility.• Responsible for developing long-term project plans, including setting timelines, budgets, and resource allocation, to align with organizational goals.• Managed Site IT Infrastructure, providing leadership and accountability for Infrastructure and Operations services, supported by ITSM tools for incident, problem, and change management.• Responsible for the quality of deliverables, implementing quality standards, and ensuring the final product meets customer satisfaction.• Continuously looking for ways to improve project management processes and methodologies to enhance team productivity and project outcomes.• Supported the strategy for all service management processes across the enterprise, ensuring alignment with organizational goals and utilizing ITSM tools for process automation and improvement.• Ensured the use of project management software and tools, which helps in tracking project progress and collaborating.

Chennai Area, India

• Provided leadership, direction, and vision to the project team. They guide the team through the project lifecycle, from initiation to closure, ensuring that the project goals are clearly defined and achieved.• Effective planning and organization are crucial. This includes defining the project scope, setting timelines, allocating resources, and setting milestones. Project managers create detailed project plans to track progress and ensure that the project stays on schedule and within budget.• Involved in Identifying, analyzing, and mitigating risks throughout the project lifecycle is a core duty. Project managers must anticipate potential challenges and devise strategies to address them proactively to avoid project delays or budget overruns.• Managed project actions and deliverables, addressing issues, requirements, and scope changes effectively, ensuring successful project outcomes within defined timelines• Managed the project budget monitoring and controlling costs to ensure the project did not exceed financial allocations. Project managers also handle budget forecasts and adjustments as necessary.• Ensured the project meets the defined quality standards is key. This involves overseeing the project deliverables and adjusting as needed to meet the expected quality.• Engaged with stakeholders to understand their needs and expectations, managing their inputs, and maintaining good relationships are vital to project success

Master'S Degree, Data Science, A

Master Of Business Administration (Mba), It & Project Management, A Grade

Master'S Degree, Computer Science

Bachelor Of Computer Science, Computer Science, A Grade