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I have worked with leading companies like Ernst & Young, Allianz and HCL Technologies and have more than 9.5 years of experience in the Service Management / Service Operations portfolio, which includes experience in Incident Management, Change Management, Configuration management and Problem Management. I have prior experience in leading / mentoring / training a 20 member IT support team by providing an effective Service Level with minimal escalations and continuously engaged in process improvements / process implementations. 



Past Experience

  • Supervising Associate - Configuration Management Kerala, India
    October 2015 --- February 2016

    • Liaising with other leads from various Global locations across the world for the process improvements and to develop one team strategy
    • Ensure that the Configuration Management process is Fit for Purpose
    • Responsible for the process design
    • Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process
    • Arbitrate in any dispute over the allocation of resources and/or responsibilities
    • Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the Configuration Management process and its associated procedures.
    • Monitor and review the execution of the Configuration Management process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensure coordination with all other IT processes
    • Manage, monitor, review and update all procedural documentation and work instructions
    • Manage any new requirements or changes to the Process
    • Define and improve the audit process and Monitor and review the execution of periodic audits
    • Promote the Service Management vision to top-level/ senior management
    • Ensure that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process
    • Coordinates design work for CI discovery and other data import methods
    • Plans and manages population of the Configuration Management System, including Service Now Discovery and other data import methods
    • Produces reports and Management information, including impact analysis reports and Configuration status reports

  • IT Configuration Manager Trivandrum, Kerala, India
    November 2010 --- October 2015

    • Responsible for the daily approval and co-ordination of the IT Change activities
    • Responsible for regularly updating the CMDB from Change records and other sources as necessary. Ensure that Change Management process is been followed
    • Responsible for user access amendments in Configuration Management Database / uCMDB ( Used by AMOS Central – Germany ) / Service Manager 7 ( Used for creating Change Records with AMOS Central – Germany )
    • Approver for Service Catalogue amendments and related Nimbus access
    • Chairing Daily Review Meetings and Change Advisory Meetings
    • Ensure that the IT Configuration Management process and supporting tools, such as Service Center 6 is regularly updated
    • Liaise with the Change Manager to ensure the CMDB is updated as a result of Change, and to ensure that IT changes contain enough information to allow this update
    • Responsible for creating and maintaining operational processes and procedures supporting Computer Services         Configuration Management using Nimbus document system
    • Provide information to support Project analysis, Management reporting and planning, Disaster Recovery, Change   Management Impact analysis, Incident and Problem resolution as requested
    • Monthly Reports to be delivered as per the requests from Senior Management
    • Liaise with the SIMA / uCMDB expertise in AMOS Central to migrate all the entries to uCMDB
    • Responsible for Configuration Management process and chair meetings with the AMOS colleagues for any kind of amendments within uCMDB

  • Senior Technical Analyst - Service Desk Kerala, India
    March 2008 --- October 2012

    • Incident Manager to handle High Priority Incidents and providing relevant reports to the senior management on the priority incidents
    • Mentoring and training the new joiners in the team
    • Updating the team mates on the latest technical updates and handling their queries
    • 1st Line IT support for over 5000 internal customers both in UK and India
    • Use remote tools for support and installations
    • Ability to troubleshoot remotely
    • Support of Home Workers with experience of home routers/modems / Broadband connections
    • User account administration on UNIX / Mainframe applications
    • MS Exchange Server administration
    • Active Directory administration
    • Server administration
    • Content Checking and Virus software
    • Internet and Intranet server support experience
    • Blackberry Troubleshooting
    • Constant interaction with 2nd line and 3rd line teams to resolve technical issues

  • Technical Support Officer Chennai, Tamil Nadu, India
    February 2007 --- February 2008


    • Supporting AT&T broadband users in US over Telephone and Emails.
    • Troubleshooting modems and routers such as 2wire, Belkin, Cisco etc.                                          
    • Line Fault checks using the AT&T line checker tool
    • Helping the users to fix their issues and creating good customer experience.


Self Assessment :
FlexibilityAssertivenessAnalytical thinkingCollaborationCommunicativeCompetitivenessCreative thinkingDependabilityEfficiencyIndividualityInnovative thinkingInterest in knowledgeOptimismOrganizationPerspectiveProactivityProblem solvingResponsibilitySelf-confidenceSelf-disciplineResult OrientedStrategic thinkingTrustSociabilityService orientedKindnessAuthenticity


Self Assessment :
Business DevelopmentBudgetingBusiness ProcessBusiness Process ImprovementBusiness ProcessesChange ManagementContinuous ImprovementCustomer ServiceData AnalysisEnglishIt skillsLeadershipmanagementMicrosoft ExcelMicrosoft OfficeMicrosoft PowerpointMicrosoft WordNegotiationOperations ManagementOutlookpeople managementPresentation SkillsPresentationsProblem SolvingProblem-solving methods and troubleshootingProcess improvementTeam BuildingTeam LeadershipPowerPoint

Skills and Expertise

Self Assessment :
Analytical skillsData analysisNetworkPeople managementSolve problems


  • Msc Software Engineering in Computer Science from Noorul Islam College of Engineering in 2006

Training and Certification

  • ITIL V3 (Information Technology Infrastructure Library Version 3) in 2009 Certification
  • IBM Mainframe S/390 Certified on 2006 in 2008 Certification


BrightOwl Assessment:
Self Assessment:
Elementary Proficiency

Work Preferences

  • Notice Period:
    2 weeks
  • Positions I am interested in:
  • Locations I am interested in:
  • Work From Home:
  • Work Regime:
    Permanent position :    100% FTE
  • International:

Area / Region



Driving License
  • Yes