Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Karthikaeyan Ravichandran

Karthikaeyan Ravichandran

Chennai,TN

Summary

Result-oriented, proactive, and hardworking professional with 8 years of achievement-driven experience in Customer Service Operations, IT Service Management, and a bachelor’s degree in computer science. First-hand experience in implementing and supporting ITIL-based processes, along with effective resource planning and optimization, focusing on customer satisfaction, enhancing productivity, and business success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Group Platform Control Incident & Problem Manager

Sky UK
04.2023 - Current
  • Prioritize an Incident based on the impact and urgency matrix.
  • Responsible and Accountable to own and drive Major Incidents till resolution.
  • Engage, escalate and communicate every Major Incident to Key stakeholders.
  • Document timelines and key observations of Major Incidents in the Incident diary for effective handovers and audit purposes.
  • Responsible to drive PIRs and identify the RCA by scheduling washup meetings with respective teams.
  • Responsible to create, updating, and closing Problem tasks to prevent incidents from occurring and assigning them to teams responsible for permanent fix.
  • Drive daily stand-up calls with different territory IM teams.
  • Create and publish Incident and Problem reports to higher management.
  • Train the new joiners.
  • Support platform controllers in prioritizing and escalating incidents to right support groups.
  • End to end responsibility of all high priority events and send out RAG for the same.

Incident and Change Manager

Accenture
Chennai
07.2021 - 03.2023
  • Incident Management covering all activities from Preparing & Sending Outage Notification Via SMS (Initial, Update, Resolved) & Email subsequent communications (Color banners)
  • Facilitated coordination and planning of changes to support a stable internal infrastructure by following a standard process of ITIL Change management.
  • Involved in applications onboarding and preparing process documents with technical teams and management
  • Initiating and leading technical bridges and engage right teams to resolve the issue
  • Coordinating with various technical domains to identify RCA for all the major outages and maintaining records for the same.
  • Preparing consolidated compliance reports across domains on periodic basis for the client’s and management’s review

Service & Operations Manager

Tata Consultancy Services
Chennai
07.2019 - 06.2021
  • Handled multiple high priority incidents through the MIM life cycle from inception to RCA and Outage analysis involving all stakeholders
  • Held the daily Change Advisory Board meetings as required for proper scheduling of changes and to avoid potential collisions and business impact.
  • Responsible for ensuring changes were proactively forecasted and went through proper approvals in CAB meeting and followed standard processes for high compliance.
  • Primary SPOC for MOBO (Manage On Behalf Of) group managing over 200+ Stakeholders of Ahold
  • Responsible for managing the entire life cycle of Stakeholders onboarding from requirements gathering, workflow design to preparing process documents for support based on their needs
  • Identifying potential business risks for the clients and providing mitigation plans by involving the right technical teams
  • Managing various incidents, changes and problems across the project and their vendors by strictly tethering them to the protocols followed
  • Responsible for presenting the business reports in governance meetings involving the client and TCS teams
  • Driven the entire Disaster recovery test run which happens once annually to ensure proper functioning of entire Infrastructure.

Change & Incident Manager

Tata Consultancy Services
Chennai
10.2017 - 06.2019
  • Driven major incidents to resolution by involving all stakeholders within the approved SLA
  • Oversaw the approvals of all change orders and also validating any deviation in it as part of Change Advisory Board (CAB)
  • Held daily CAB meetings involving client and TCS teams
  • Manage incident management bridge calls with support teams and application teams along with proper timely communications to the management
  • Worked with application and infrastructure teams through service transition

AICC Team member

Tata Consultancy Services
Chennai
05.2017 - 09.2017
  • Oversaw the entire enterprise architecture including network, storage and servers for any anomalies
  • Worked on the initial NOC troubleshooting activities
  • Tracked the overall RMS, ETL & other critical nightly batch flow for any deviation

Education

Bachelor of Engineering - Computer Science and Engineering

Rajalakshmi Engineering College
Chennai, India
05-2017

Skills

  • Service and Operations Management
  • Customer service and Stakeholder Management
  • Incident Management
  • Change and Problem Management
  • People management skills
  • Team worker
  • Excellent communication and presentation skills
  • Developing Positive and productive relationships with clients
  • Proactive Decision making
  • Analytical thinking and problem solving

Certification

  • Advance Business Management, IIM Kozhikode (Currently Pursuing)
  • Process: Agile way of working
  • IT Infrastructure Library Foundation
  • Certification on soft skills provided by NASSCOM

Timeline

Group Platform Control Incident & Problem Manager

Sky UK
04.2023 - Current

Incident and Change Manager

Accenture
07.2021 - 03.2023

Service & Operations Manager

Tata Consultancy Services
07.2019 - 06.2021

Change & Incident Manager

Tata Consultancy Services
10.2017 - 06.2019

AICC Team member

Tata Consultancy Services
05.2017 - 09.2017

Bachelor of Engineering - Computer Science and Engineering

Rajalakshmi Engineering College

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Karthikaeyan Ravichandran