Hello! I'm Selvam
Seasoned IT Service management consultant and Information Systems Analyst with over 18 years of expertise, adept in technical support and team management for 55+ members. Excels in leadership, target attainment, and stellar time management. Eager to contribute to and grow with a dynamic team.
Selvam Rajarathinam
IT Service Management Consultant
+971-585820599
Email:
Address:
301 ARJ Sapphire 2,
Dubai Silicon Oasis, Dubai, UAE.
Date of Birth:
October 27th, 1984
Phone:
EXPERIENCE
Sept 2022 - Present
IT Service Management Consultant
Ericsson AB, Dubai, UAE
Project: Du, Responsible for Service Management Functions including Incident, Problem, Disaster Recovery, Event Management and Service Desk function
Dec 2015 - Sept 2022
CA Manager
Ericsson India Global Services, India
Project: Du, Responsible for Service Management Functions including Incident, Problem, Event Management and Service Desk function
July 2013 - Oct 2015
Minacs (Acquired by Concentrix), India
Project: Lenovo Technical Support.
Managing the team of 55 members and responsible for Recruiting, Training Engineers and Technicians for Service desk and technical support services. Managing SLA, Attrition, Performance, Service levels, Resolution Rate and Warranty cost metrics, etc.
Team Lead
July 2006 - June 2013
Team Manager
Sutherland Global Services, India
Project: Dell Technical Support.
Managing the team of 80 members and responsible for Recruiting, Training Engineers and Technicians for Service desk and technical support services. Managing SLA, Attrition, Performance, Service levels, Resolution Rate and Warranty cost metrics, etc.
EDUCATION
2021-2023
Master of Science (Information Technology)
Rabindranath Tagore University, India.
1st Class
2017-2019
Master of Business Administration
Periyar University, India
1st Class
2011-2013
Dr CV Raman University, India
Bachelor of Arts (Public Administration)
1st Class
High School
Dhanish Metriculation Higher Secondary School.
CLIENTS
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SKILLS
Microsoft Excel - Advanced
Microsoft Word - Advanced
Power Point - Advanced
Microsoft - Power BI
ITIL - Intermediate
English - Advanced C1
Tamil - Mother Tongue
ITIL - Intermediate
EXPERTISE
As a IT Service Management Consultant
Being a CA IT Manager
Being a Contact Center Manager
Engaged in continuous enhancement of operational services by analyzing various data, including incidents, problems, changes, service continuity, infrastructure capacity, and application services readiness periodically. Monitor service performance
against SLAs, identify areas for improvement, and drive initiatives to enhance service quality and customer satisfaction. Lead the development and implementation of service improvement plans (SIPs) to address performance gaps and meet changing business needs. Manage relationships with internal and external service providers to ensure compliance with SLAs and contractual obligations. Provide guidance and support to teams involved in service delivery to ensure alignment with SLAs and customer expectations.
​Automation and AI: Engage in mining of use cases for Automation and AI. Design and develop logical process for automations. Confer with automation engineers to design, develop, test and deploy the use cases in production. Leveraging hours of efficiency against the automation output and effectively utilizing the resources in on demand projects.
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People Management:
- Engage in recruitment of team members, Train and monitor their performance during and after probation period.
- Manage the individual and team performance, periodically coach them for their improvement.
Along with Incident and Problem management, engaged in understand client requirement in IT infrastructure and application monitoring. Feasibility study on technical and process implementation. Design process flow. Engage development team. Coordinate the alarm integration, testing and implementing log based, script-based alarms for all IT infrastructure and Application systems. Periodically analyze system performance through various tools. Conduct periodical review with multiple teams to enhance the performance and availability of different infra structure and application systems.
​Automation and AI: Engage in mining of use cases for Automation and AI. Design and develop logical process for automations. Confer with automation engineers to design, develop, test and deploy the use cases in production. Leveraging hours of efficiency against the automation output and effectively utilizing the resources in on demand projects.
​​
People Management:
- Engage in recruitment of team members, Train and monitor their performance during and after probation period.
- Manage the individual and team performance, periodically coach them for their improvement.
Support users on call and via chat to resolve any system issues
- Remote diagnose, troubleshoot for any operating system or software related issues and provide resolution
- Educate users on how to identify and fix using alternate self-help tool available online
- Troubleshoot no post/no boot situation by effectively communicating users via phone or with instructions over email
- Troubleshoot, Diagnose and identify the point of failure at hardware level and resolve the issue if there is no hardware
replacement required
- Order for hardware dispatch and assist users to replace the part or order a technician to replace it, depending upon
warranty contract
- Maintain SLA on all processes
- Maintain warranty cost metrics
- Periodically audit calls for any failure. Coach the technicians for better resolution and user satisfaction
- Confer with vendors for any issue with hardware inventory and supply chain issue
- Effective workforce management using softphone management tool
- Maintain user satisfaction excellence and SLA management
- Promote FCR – First contact resolution to improve user satisfaction
- Create action plan and performance improvement process for bottom performance.
- Document and maintain repository for frequently observed issues and resolution
- Analyze and report daily, weekly, monthly KPIs.
- Manage shrinkage, attrition and other people issues
- Recruit, Train and deploy consultants, technicians and analysts