1. SARAVANAN K
: saravanan.1985kumar@gmail.com
: +91-9902370052
Incident Management~ Project Management~ IT Service Management
Location Preference: Bangalore/Chennai/Coimbatore
PROFILE SUMMARY
 A focused professional with nearly 8 years of experience in Incident Management, Change Management, ITIL
Processes, Service Management
 Currently associated with Wipro, Mysore as Manager-Operations
 Proven record of analysing processes & workflow, assessing their efficacy, relating to business plans & goals
 Proficiency in leading dedicated teams for running successful process operations with proven skill of achieving service
delivery / organizational targets
 Excellent interpersonal and problem solving skills to work in multi-cultural environment
CORE COMPETENCIES
~Incident Management ~Change Management ~IT Service Management
~Client Relationship Management ~Project Management ~Team Management
~Problem Management ~Technical Support ~ITIL Framework
ORGANIZATIONAL EXPERIENCE
Since May’09 Wipro, Mysore as Manager-Operations
Growth Path:
May’09-Jun’10 Executive-Operations
Jun’10-Jun’12 Team Lead
Since Jun’12 Manager-Operations
Key Result Areas:
 Consolidating and providing metrics and performance scorecard
 Implementing all activities as per the Service Definition
 Providing vision and future directions to the team
 Supervising a team of 25-30 people
 Managing the overall desk activities
 Reporting to senior managers on any issue that can significantly impact the business
 Attending Change Advisory Board meetings
 Undertaking HR activities as needed
 Liaising with change management and senior management
 Assisting Analysts in providing first line support when workloads are high, or where additional experience is required
 Filling up gaps at Major incident process adherence in terms of artifacts
 Conducting continuous interaction with customers to ensure that areas of concern are addressed promptly for
improving pre-set service levels
 Driving operational excellence set as a standard and adhering to the standard operating procedures
 Ensuring control mechanisms by reviewing the current processes to avert process gaps
 Identifying process loopholes by organizing meetings with the SPOCs of each department from the grass root level;
conducting brainstorming sessions
 Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience
while adhering to the SLAs for their services
 Mapping client’s requirements, identifying improvement areas & implementing measures to maximize CSAT levels
 Leading, mentoring & monitoring performance of team members to ensure efficiency in process operations and
meeting of individual & group targets
 Directing ITIL Process including asset management, service level management, issues management, configuration
management, risk management, scope change management, release level management

2.  Facilitating high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels
through solution of their problems
Highlights:
 Achieved:
o Best Team Award for Ericsson Project in the year of 2011
o Best Manager Award for Handling telecom customer in the year of 2013
 Acted as a single point of contact for Service requests, incident's, Change escalations; supported users across the globe
for application and system related issues
 Managed day today regional escalations through SDMs/VTSG/RTSM
 Ramped up incident Service Level Agreement (SLA) adherence from 70% to 94% through daily reviews; improved
recovery times for complex incidents, 92% were resolved same day
PREVIOUS EXPERIENCE
Jun’08-May’09 E-logic Technologies Pvt. Ltd., Bangalore as Desktop Support Engineer
Highlights:
 Bagged:
o Mind reader for Customer Satisfaction Award in 2009
 Recognized for keeping consistency in quality
ACADEMIC DETAILS
 Bachelor of Computer Science from Bharathiyar University, Coimbatore in 2006
CERTIFICATION
 Completed Certification in MCP in 2009
 ITIL Foundation Certified in 2014
IT SKILLS
Familiar with basic Computer Applications
PERSONAL DETAILS
Date of Birth: 15th January 1985
Languages Known: English, Kannada, Tamil, and Hindi
Mailing Address: Wipro Infotech 146-147 Metgalli Industrial Area Mysore