Santhoshkumar Jayachandran

About Santhoshkumar Jayachandran

Technology Lead | Release & Incident Management | DevOps | ServiceNow CSA | 16+ YearsI\'m a results-driven Technology Lead with over 16 years of progressive IT experience, specialising in Release Management, Major Incident Management, Change Management, and DevOps delivery across large-scale enterprise and cloud environments. What I Do BestRelease Management — I architect and govern end-to-end release pipelines using CI/CD (Jenkins), achieving 97% on-time delivery rates and reducing release cycle times by up to 35%. From CAB governance to RFC authoring, rollback strategies, and post-deployment retrospectives, I ensure every release is controlled, compliant, and efficient.Incident Management — As a Major Incident Manager and P1 SPOC, I\'ve resolved 35+ high-severity incidents with a 30% reduction in MTTR. I leverage Dynatrace, PagerDuty and Nagios for proactive alerting to eliminate root causes — reducing repeat incidents by up to 40%.Change Management — I\'ve served as the sole owner of Change Management processes, driving unauthorised changes to zero and maintaining full ITIL governance compliance across CAB sessions and ITSM workflows.ServiceNow (CSA) — As a Certified ServiceNow Administrator, I have intermediate level of hands-on in ITSM configuration, workflow management, and operational reporting — enabling seamless Incident, Change, and Problem Management at enterprise scale.Java & Software Development — My foundation in enterprise Java (J2SE, Hibernate) and software architecture, built during my tenure at Siemens, gives me a developer\'s perspective that bridges the gap between engineering teams and operations — making me a stronger release and delivery leader. Impact Highlights 97% on-time deployment rate across web and cloud environments 30–35% reduction in release cycle times through CI/CD automation 99.9% platform availability maintained across 30+ microservices on AWS 40–45% reduction in repeat/critical incidents via structured RCA frameworks 22% improvement in client CSAT scores through CSR Analysis implementation Gold Rating achieved for VMIE project from Infosys Quality Assessment Team CertificationsCertified System Administrator (CSA) — ServiceNowInfosys ITIL Foundation — Incident, Change & Problem ManagementOpen to senior roles in Release Management, Incident & Change Management, DevOps, or IT Service Delivery where I can drive operational excellence and measurable business impact. j••••••••@gmail.com | Chennai, Tamil Nadu | linkedin.com/in/jsanthoshkumarj

Experience

1. Service Manager

   Infosys

   Nov 2024 — Present · Chennai, IN

Education

• Anna University Chennai

  Engineer’s Degree, Computer Science

  2002 — 2005