Job Search Status
Open to workDesired Job Title
Problem ManagerMajor Incident ManagerService ManagerWork Type
Full TimeLocation Preference
On-SiteHybridRemoteLocation: Chennai, TN
Open to relocation: Yes
Open To Work
Vinothkumar Arumugam
Service Manager
Chennai
Work Preference
Summary
Experienced Service Manager delivering incident control, team leadership, and operational efficiency. Proven success coordinating cross-functional support, improving SLA compliance, and restoring service quickly through clear communication and structured problem-solving.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work History
Service Manager
Tata Consultancy Services
06.2025 - Current
- Coordinated escalations across support teams to restore service and maintain SLA compliance.
- Managed incident and service request queues, ensuring timely resolution and accurate ticket updates.
- Communicated status updates to stakeholders, aligning expectations during priority service disruptions.
- Tracked recurring issues and supported root cause analysis for process improvement.
- Monitored service performance reports and identified gaps in operational support.
- Documented resolutions, workflows, and knowledge articles to strengthen team consistency.
- Collaborated with cross-functional teams to resolve customer-impacting incidents efficiently.
- Supported service delivery using ITIL-based practices and ticketing system workflows.
- Resolved customer complaints in a professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
IT Operations Professional
IBM India Pvt Ltd
09.2017 - 06.2019
- Conducted root cause analysis of problem records, driving permanent fixes across recurring incidents.
- Facilitated CAB meetings, presenting risks, dependencies, and rollback requirements for proposed changes.
- Maintained ITSM documentation, including RFCs, change logs, and known error records.
- Reviewed change schedules to minimize service disruption and support release alignment.
- Monitored process adherence, and improving consistency across problem and change management workflows.
- Improved problem resolution efficiency by developing and implementing standardized problem management processes.
- Coordinated closely with other ITIL process owners to ensure consistent alignment of objectives and procedures throughout the organization.
- Enhanced change management effectiveness with thorough risk assessments and detailed planning.
- Maintained a robust knowledge base of known issues and solutions, expediting problem identification and resolution times.
- Conducted post-implementation reviews for major changes, identifying opportunities for further optimization or enhancement.
- Implemented process improvement initiatives within the Problem and Change Management department, resulting in increased operational efficiency.
- Mitigated risks associated with large-scale system migrations through rigorous change impact assessments prior to implementation.
- Streamlined communication between teams by establishing clear escalation paths for critical issues.
- Increased customer satisfaction by promptly addressing and resolving reported problems.
Software Engineer
Verizon Data Services India
08.2014 - 08.2017
- Led major incident bridges, coordinating technical teams through rapid diagnosis, restoration, and executive communication.
- Directed incident response workflows, ensuring clear ownership, priority alignment, and timely escalation across support groups.
- Facilitated post-incident reviews, capturing root causes, corrective actions, and process improvements for recurring issues.
- Analyzed incident trends to identify service risks and recommend preventive controls for operational stability.
- Standardized major incident communications, improving consistency across stakeholder notifications and recovery updates.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Provided immediate emergency response and incident management.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Conducted post-resolution reviews with team members.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
Application Engineer
CSS Corp Private
12.2013 - 08.2014
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Demonstrated self-motivation by completing tasks independently and efficiently.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Technical Support Representative
HCL BSERV
10.2011 - 10.2013
- Resolved tier 1 technical issues for hardware, software, and access requests with consistent accuracy.
- Diagnosed user incidents through systematic troubleshooting and documented solutions in the ticketing system.
- Guided customers through password resets, account access, and application navigation with clear communication.
- Escalated complex cases with complete notes, reducing back-and-forth for higher-tier support teams.
- Monitored ticket queues and prioritized urgent requests to maintain timely service delivery.
- Updated knowledge base articles to improve case resolution and support consistency across the team.
- Assisted users with remote support tools, connectivity issues, and basic configuration tasks.
- Trained newer representatives on troubleshooting steps, documentation standards, and customer service practices.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
Education
Bachelor of Science - Information System Management
Quaide Milleth College
Chennai 04.2001 -
Skills
Customer orientation
Operational efficiency
Multitasking
ITIL practices
Team leadership
Team collaboration
Positive attitude
Certification
ITIL V3 foundation
Timeline
Service Manager
Tata Consultancy Services
06.2025 - Current
IT Operations Professional
IBM India Pvt Ltd
09.2017 - 06.2019
Software Engineer
Verizon Data Services India
08.2014 - 08.2017
Application Engineer
CSS Corp Private
12.2013 - 08.2014
Technical Support Representative
HCL BSERV
10.2011 - 10.2013
Bachelor of Science - Information System Management
Quaide Milleth College
04.2001 -