Sreejith V.

M
ITIL Intermediate: Service Operation Certified
E-mail: sreejith.vm6@gmail.com
Phone: +91 - 9740111776

Objective: - Aspiring for positions in Service Operations / Service Delivery/Transition Management

/ Operations Management with a highly-reputed organization in IT/ITES.

CAREER HIGHLIGHTS

Since April 2016- Till date: Hewlett-Packard Enterprise, Bangalore

Designation: - Technical Outage Manager : - Outage Management, Incident

Management, Service Management

 Key Deliverables: Spearheading internal/external conference calls to lead outages;

communicating and managing the customer's expectations at all levels of their
organization.

Roles & Responsibilities:-

 Acting as the focal point for outages liaising between the customer and the internal stake
holders as well as the customer advocate and liaison to drive customer satisfaction.

 Preparing the appropriate plan of action for each issue by aligning technical resources
including Escalation Specialist, Level 2 teams, field technical support representatives and
engineering to drive timely resolution of outages.

 Actively involved with internal stakeholders to help HPE meet SLAs, organizational goals
and metrics and also understanding the technical problem and its impact on the
customer’s business.

 Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals
and metrics

 Understand the technical problem and its impact on the customer’s business.

 Communicate and effectively manage the customer's expectations at all levels of their
organization.

 Spearhead internal/external conference calls to lead Outages to resolution.

 Create strong synergies within the internal teams, along with being an active participant
in the GSD-EM community.

 Ensure highest levels of customer satisfaction by proactively delivering information about

Outages at a frequency that matches the situation's urgency.
  Maintain a strong commitment to building relationships with the customer. (Strong
communication and negotiation skills are required.

 Get engaged during complex situations such as multiple product failure, severe
production outages, performance degradation issues, data loss/corruption, and
legal/media issues and take complete ownership of the situation and drive to restoration
of services

 Adhere to internal tools documentation standards

 Since May 2012 – March 2016 : NetApp India Pvt Ltd

 Designation :- Support Account Manager:- Support Account Management, Key Account

Management, Report and Documentation, P1 Critical Case Management, Process
Excellence, Service Delivery Management

Roles & Responsibilities:-

 Act as a Primary point of contact for NetApp Enterprise customers

 Business development: Work closely with my account team [BDM] counterparts “Sales
manager, Systems engineer, Global Enterprise manager, Professional Service engineer [In-
house & assigned], Field support manager [FSM] daily, identify business opportunities,
sales, contract Renewals.

 Conduct regular operational / business service reviews. Prepare and present the monthly
and quarterly account service review.
 Advisor & Single Point of Contact and focus on optimizing my customer’s infrastructure by
monitoring their storage environment and proactively advice in adopting “Technology
Best practices” to maintain healthy environment.

 Provide informed strategic planning, storage support best practices and upgrade advice.

 Work with Field support during the time of "Onsite response, SIR delivery, CSAT issues,
Support planning".

 Facilitate support during "Case management, Engineering issues, Escalated cases,

Dispatch oversight"

 Perform end to end critical Priority 1 Incident Management & work with teams on RCAs

 Work In close collaboration with other parts of NetApp support, and oversee an optimal
delivery of support activities for the customer and provides an effective crisis
management and communication in case of disruptions.

 Play a critical role in driving NetApp's continued success in building trusted and successful
partnership with customer and channel partners to enhance customer success and
loyalty.

 Maintain and update the Service Catalogue

 Participate in Annual SLA review meetings with Sales Account Manager & customers

 Update & Review SLA document and get customer and stakeholder approvals.

 Drive and manage account service improvement plans.

  Respond to RFI (Request for Information)/RFP (Request for Proposal) or any service request
from customers and or internal stakeholders

 Since March 2010 – Till April 2012 Ernst & Young, Bangalore.

 Designation :- Product Lead - EY IT services :- Access Management, Incident

Management, Problem Management and Application Support (Global Integrator),
Change Management

Roles & Responsibilities:-

 Access Management , Incident Management and Involving in problem management

 Operate, support, test and provide enhancement tips to the vendor on GLOBAL
INTEGRATOR (GI) and Alphatax.
 Incident Management using REMEDY and make sure the clients get the support as per the
SLA.
 Work with the Vendor(CCH’s R&D on known errors and get a fix done to resolve the issues)
 Provide access to the external & internal users by creating, resetting passwords, user ids
and fill their profiles in specific roles as per the UK Taxation usage.
 Testing and Analysis for the tool to improve performance.
 Work with EY Stakeholders in tool enhancement.
 Global Integrator reporting.
 Work with Tax analysis team to find the areas of improvement of the tool and report the
same to the tool owner.
 Find the needs of EY clients on the tool and discuss the same with tool owner and IT teams
through con-calls
 Support the clients on any issues related to EYOnline website.
 Support clients on eRoom queries.
 Prepare ACL/AGL reports for specific eRoom as per the client’s requirement.
 Update, manage and create EY Knowledge Databases as per the requirements.
 Enhancement and updating of WFT – Work Flow Tool.

Achievements:-

o Received Extra-miler award from EY-Knowledge head.

o Received White belt certification for a database enhancement from the Process
Excellence team.
o Received Orange belt certification for providing ideas and implementing the process
database.
o Provided idea to the stakeholder to transit Alphatax level 2 & 3 support to GI team and
it has been implemented within 4months span.
o Successfully transitioned Alphatax 1 & 2 support transition.
o Received recognition on changing the process model for Global Integrator (Simplified
the entire process by working with the tax team and reduced the teams involved in
the model from 6 to just 3).
o Trained the new hires in the UK Tax team on the data gather tool.
  Since July 2007 - December 2009 Hewlett Packard, Electronic City, Bangalore

 Designation: - Technical Support Engineer – Event Management and Incident

Management.

Roles & Responsibilities:-

 Operate WORK FLOW MANAGEMENT (WFM) which is used from case logging to problem
resolution.
 Ensuring Incident resolution within SLA by involving in EVENT and INCIDENT MANAGEMENT
(Fasor, Event Management System).
 Understanding the terms and conditions of service level agreement, providing solutions to
high end client’s to meet fixed SLA
 Handling ITRC and ISEE hardware and software cases by entitling required inputs.
 Understanding work in progress storage bin (WIP Bin) and queues which provide the
framework for managing the flow of cases through WFM.
 Logging cases that comes via e-mails sent by the customer and getting them assigned to the
respective team of diagnosis engineers.
 Handling customers from both the EMEA & APJ regions, following varied processes.
 Handled both direct/indirect supervision and provided on job training for new hires.
 Contacted customers, engineers, logistics teams from different regions to ensure quick and
efficient issue resolution for both normal and mission critical cases.
 Followed special processes which included ordering of replacement parts for certain
customers under particular case scenarios.
 Keeping self updated with product details/information, ensuring accurate dispatching and
assigning of cases to the respective team of engineers.
 Contacting duty managers from different regions to escalate those cases which are not
actioned by engineers, making sure that the SLA is not affected.

 Since Nov 2005 – July 2007 DELL INTERNATIONAL SERVICES, Bangalore

 Designation: - Imaging Sales Associate.

Roles & Responsibilities:-

 Selling printer ink, toner cartridges and printers to customers based in US, Australia, NZ & UK.
 Delivered skills training for new hires.
 Sent team reports to the Area Manager on a daily basis.
 Up selling of Dell products by finding out customer needs, ensuring better customer
experience every time.

Achievements:-

o Was the SPOC for Dell Fun at Work.

o Exceeded Sales margins by selling products worth over $35,000 in a single month.

 Since March 2003 – April 2004 ROYAL MIRAGE PERFUMES, Bangalore

 Designation: - Marketing Executive.

Roles & Responsibilities:-

 Sales promotion in retail market.

 Handling Sub-distributors.
  Taking care of stock and product supply.

Achievements:-

o Appreciation letters from Aysha Exports for exceeding set targets.

Qualification:-

Class/Degree School/University
MBA- Marketing Periyar University, Salem
B.Com CG University - Chattishgarh
XII Std Kerala Board Of Education - Kerala
X Std Kerala Board Of Education – Kerala

Certifications:-

 Completed ITIL V3 Foundation Certification.

 Completed ITIL Intermediate: Service Operations (Life Cycle Module).
 Completed ISO/IEC 20000 standards certification.
 Process Excellence Orange belt certified from Ernst & Young.

Skills:-

Hardware & OS– Basic knowledge of hardware in

computers, datacenters storage medias (Tapes,
DASD etc.),
Applications – SAP,MS Office, MS PPT, ServiceNow,
Remedy & Fasor, MS Access, WFM, Global Integrator
(Data Gather – Tax)
Reporting – Actuate, Oracle eBI
Storage - Data ONTAP 8.3, 9.0, SnapShot,
SnapMirror, SnapVault, Altavault, Data Fabric

Personal Details:-

Date Of Birth 25th May 1983

Fathers Name T.M Harindran
Languages Known English, Hindi, Malayalam, Tamil,
Kannada
Hobbies Reading, Chess

Declaration:-

I hereby declare that the information furnished above is true to the best of my knowledge.

(Sreejith V.M)