Haritha Duraisamy
IT Service Manager @Cuculus GmbH
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WORK HISTORY
IT Service Manager @Cuculus GmbH
Erfurt, DE
IT Service Delivery & Operations - Oversaw the complete IT service lifecycle, ensuring consistent delivery aligned with business needs. Maintained operational stability and efficiency through proactive monitoring and process adherence.2. Incident, Problem & Change Management - Led end-to-end incident resolution and root cause analysis, minimizing service disruptions. Managed change requests with risk evaluation and successful implementation across test and production environments.3. Release & Deployment Management - Planned, scheduled, and coordinated product releases for the “ZONOS” platform. Ensured smooth rollouts with minimal impact, adhering to compliance and governance requirements.4. Service Catalogue & Request Management - Designed and managed the Service Catalogue, optimizing request fulfillment processes. Streamlined intake, routing, and execution to enhance user experience and operational clarity.5. SLA, KPI & Reporting - Monitored performance metrics, SLAs, and KPIs to ensure service quality and identify improvement areas. Provided regular reports to stakeholders and initiated corrective actions when thresholds were breached.6. Compliance & Regulatory Alignment - Ensured IT operations complied with ISO 9001, DORA, and MaRisk requirements. Supported audits by maintaining accurate documentation and audit trails.7. Vendor & Supplier Management - Coordinated with multiple third-party vendors to resolve escalations and meet contractual obligations. Conducted performance reviews and ensured service alignment through structured governance
EDUCATION
Karpagam College of Engineering
Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering
Udemy
ServiceNow Implementation, Information Technology
SMBM Matriculation Higher Secondary school
High school
Intellipaat Learning
Master’s in Microsoft Azure, Information Technology
ABOUT HARITHA DURAISAMY
IT Service Management and Delivery professional with a solid background in Incident, Change, Problem, and Release Management. Experienced in handling end-to-end IT operations, service transitions, and SLA/KPI governance in alignment with ITIL and ISO 9001 standards. Proven track record in leading Change & Release cycles, managing service requests and catalogue, conducting RCA, and ensuring compliance with regulatory frameworks like DORA and MaRisk.Skilled in stakeholder communication, cross-functional coordination, vendor/supplier management, and driving continuous improvement through data-driven insights. Hands-on experience with tools such as Jira, Confluence, ServiceNow, BMC Remedy, and SAP Solution Manager. Known for maintaining service stability during complex deployments and for building strong relationships across business and IT teams.Passionate about IT process optimization, service excellence, and enabling digital transformation initiatives that align IT services with business goals
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