Subash Govindaswamy
Itil Lead Consultant @Infosys
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WORK HISTORY
Itil Lead Consultant @Infosys
Calgary, AB, CA
EDUCATION
University of Madras
M.Sc Electronic Science
University of Madras
Bachelor of Science (B.Sc.)
SKILLS
ABOUT SUBASH GOVINDASWAMY
ITIL V3, ITIL V4, SIAM Professional certified ⁃ Having overall 14+ years experience in ITIL Service Management ⁃ Project Management - Managed overall activities of mini projects including requirements gathering, organizing release/scope meetings, change management,implementation and Responsible for end- to-end delivery transition. ⁃ Incident Management – Run outage calls and major incidents to IT service restoration. ⁃ Problem Management – Work cross-functionally to ensure that the root cause of incidents are identified and tracked( Re-Active and Pro-Active). ⁃ Change Management & Release Management - Design, develop the Change/Release Management process, Identify improvements to make Change/Release management process error free and flawless ⁃ Root Cause Analysis – Edit/re-write RCA documents to make them customer friendly, and communicate the contents of the RCA both internally and externally (clients). ⁃ Customer Satisfaction – Provide service to customers on escalated cases and closely engage with them as needed ⁃ SLA Management - Run and deliver SLA reports on a monthly basis; Engage directly with clients, Customer Service, and our legal department to understand, advocate, and enforce SLA and client needs within Operations. ⁃ Daily Handoffs – Responsible for the daily handoff of incidents, problems, and RCAs ⁃ Day-to-day Operations – Understand Operational components (storage, network, systems, platform, software, and services) and be able to hold conversations with technical folks. ⁃ Continuous Improvement – Proactively identify gaps and inefficiencies within Operations, help prioritize improvement opportunities, assist in training and communicating new/updated processes. ⁃ Service Management Policy – Deliver and enforce policies on all the flavors of Service Management Processes. ⁃ Ticketing Tools - Hands-on work experience on: ServiceNow, Jira, Remedy Tool, SDM(Service Desk Management) ⁃ Reporting -Delivering Weekly, Bi-Weekly and Monthly Service Review Reports to Client
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