Vivekanandan Mohan
Chennai
Summary
Spearheaded transformative service management initiatives, enhancing processes by 40%, fostering cross-functional collaboration, and aligning ITIL strategies with business objectives, achieving a 35% improvement in operational efficiency over 11+ years.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead- IT Service and Operations
Bounteous
12.2022 - Current
- Led a team of 15 service delivery professionals, resulting in a 20% improvement in team productivity and a 15% reduction in turnover rates.
- Achieved a 98% customer satisfaction rate through effective service management and regular client interactions.
- Implemented ITIL-based processes that reduced incident response times by 30% and improved resolution times by 25%.
- Identified and mitigated service delivery risks, resulting in a 40% reduction in service disruptions and a 35% decrease in customer complaints.
- Developed and executed service improvement plans that increased service uptime by 15% and reduced system outages by 20%.
- Conducted regular performance reviews and set KPIs, leading to a 25% improvement in team performance metrics.
- Maintained clear and regular communication with stakeholders, resulting in a 95% satisfaction rate among business partners and clients.
- Organized training sessions for the team, improving technical skill sets by 30% and enhancing service delivery quality.
Technical Lead- Service Management-COE
Wipro Technologies
09.2022 - 12.2022
- Ensured that service management processes complied with relevant standards and best practices and conducted audits to identify areas for improvement.
- Monitored key performance indicators and service level agreements to track performance of IT services and enhance service quality.
- Identified and evaluated risks associated with service management processes, including risks to service quality, security, and compliance.
- Conducted training sessions on best practices for service management, increasing team adherence to standards.
Assistant Consultant
Tata consultancy Services
05.2016 - 09.2022
- Implemented process improvements, achieving 75% reduction in incident resolution time, demonstrating strong troubleshooting skills and operational optimization.
- Orchestrated initiative to overhaul IT support, increasing client relationships, raising customer satisfaction from 72% to 93%, and improving service standards.
- Spearheaded 7-member Daily Operations team, boosting task completion by 30% and highlighting improved efficiency and teamwork.
- Trained team to improve efficacy and cohesion, resulting in 30% rise in delivery timeliness and 15% reduction in operational bottlenecks..
- Conducted regular performance reviews and feedback sessions, leading to 20% improvement in team member performance.
- Led cross-functional workshops to identify and mitigate process inefficiencies, contributing to 25% reduction in project delays.
Senior Consultant
Sutherland Global Services
03.2013 - 05.2016
- Led KPI oversight, exceeding client expectations with notable results: 15% increase in CSAT scores and significant 45% reduction in AHT.
- Monitored 10 calls daily, offering timely feedback to agents, leading to 30% boost in call quality and 10% faster resolution during lean intervals.
- Facilitated bi-weekly strategy meetings with leadership team, achieving 15% improvement in goal alignment and project outcomes.
- Designed and executed new quality assurance program, leading to 50% reduction in customer complaints and 20% increase in customer appreciation.
Education
Bachelor Of Engineering (B.E.) - Marine Engineering -
AMET University
03.2012
Skills
- ITIL Framework
- IT Service Management
- Service Delivery
- Service Operations
- Agile Methodology
- Lean Six Sigma
- Strategic Planning
- Nexthink
- Customer Relationship Management
- Cross-functional Communications
Certification
- Agile Scrum Master, 2019
- ITIL V3 Intermediate -ST, 2019
- ITIL V3 Intermediate-CSI, 2019
- ITIL V3 Intermediate-SO, 2018
- ITIL V3 Foundation, 2017
Accomplishments
- On the Spot, 2021, Tata Consultancy Services
- On the Spot, 2020, Tata Consultancy Services
- On the Spot, 2018, Tata Consultancy Services
- Extra Miler award, 2015, Sutherland Global Services
Timeline
Lead- IT Service and Operations
Bounteous
12.2022 - Current
Technical Lead- Service Management-COE
Wipro Technologies
09.2022 - 12.2022
Assistant Consultant
Tata consultancy Services
05.2016 - 09.2022
Senior Consultant
Sutherland Global Services
03.2013 - 05.2016
Bachelor Of Engineering (B.E.) - Marine Engineering -
AMET University
- Agile Scrum Master, 2019
- ITIL V3 Intermediate -ST, 2019
- ITIL V3 Intermediate-CSI, 2019
- ITIL V3 Intermediate-SO, 2018
- ITIL V3 Foundation, 2017
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