ELAVARASAN RAJA
To leverage my expertise in Major Incident Management and Governance to provide exceptional technical support and lead root cause analysis efforts for a reputable organization. Seeking a challenging role that allows me to utilize my skills to drive process improvements and enhance service delivery, while also offering opportunities for professional growth.
+91 96001 55722 | [email protected] | Tamil Nadu, INDIA.
Career Highlights
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Major Incident Manager | Jul 2022 - Present
eTeam Infoservices Pvt. Ltd. (Contract to Accenture Software Solutions Ltd.)
- Provide major incident management support to a German multinational software company (SAP) in Bangalore.
- Regularly communicate updates to leadership and stakeholders, offering transparent status reports on ongoing incidents.
- Collaborate with a team of 5+ Hypercare Governance Leads to facilitate the cloud migration of a German multinational software company (SAP) in Bangalore.
- Ensure the timely resolution of all incidents marked as hypercare, adhering to service level agreements.
- Document lessons learned, develop standard templates, run-books, and standard operating procedures (SOPs) for specified tasks, while maintaining records in SharePoint/Confluence.
- Facilitate daily governance and review meetings with clients during the hypercare period, ensuring progress towards assigned Continuous Service Improvement (CSI) initiatives.
Director | Jun 2019 - Jun 2022
Chetty Exports
- Successfully managed entire export-import operations as a Merchant Exporter, including food commodities, industrial goods, and medical goods.
- Developed and executed a primary plan to expand the company's trading activities and enter new opportunity areas and markets outside of traditional business lines.
- Built and managed a productive team to support and scale operations to achieve defined objectives.
- Took a hands-on approach to overseeing day-to-day business operations and assumed full responsibility for the P&L of the operation, taking corrective actions as necessary.
Senior Executive | Jul 2016 - Jun 2019
Wipro Technologies Ltd.
- Collaborated with a team of 15+ major incident managers in Chennai to provide Major Incident Management support for MasterCard, a multinational financial services corporation.
- Engaged with a team of 30+ major incident managers in Pune to deliver Major Incident Management support for HSBC Bank, an international banking giant.
- Provided Transition Management support for HSBC Bank in Pune, collaborating with a team of more than 5 transition managers.
- Led a team of over 5 major incident managers to provide robust Major Incident Management support for YES Bank, a prominent domestic bank in Mumbai.
Senior System Engineer | Sep 2015 - Jun 2016
Alphacom Systems & Solutions Pvt. Ltd. (Contract to L&T Infotech.)
- Contributed to Major Incident Management for CIRCOR International, Inc., a US-based company, while collaborating with a team of 10+ incident managers at L&T Infotech in Mumbai.
- Teamed up with 30+ incident managers at L&T Infotech in Chennai to deliver Major Incident Management support for Maersk Oil & Gas, a Denmark-based company.
Analyst | Oct 2012 - Oct 2014
HCL Technologies Ltd.
- Worked closely with a team of more than 50 skilled engineers to offer infrastructure support for ACXIOM, a prominent US-based company.
Technical Consultant | Dec 2011 - Oct 2012 | Mar 2015 - Sep 2015
Sutherland Global Services
- Partnered with a team of over 80 consultants, delivered voice-based technical support to McAfee Customers, a reputable antivirus company.
Academics / Professional Certifications
2017
AXELOS Global Best Practice
ITIL Foundation in IT Service Management
2013
EXIN
Cloud Computing Foundation
2013
Cloud University Sponsored By Rackspace Hosting
CLOUDU
2007 - 2011
Saveetha University
B.Tech - Information Technology - 62%
2006 - 2007
Tamil Nadu State Board
Class XII - 69.4%
2004 - 2005
Tamil Nadu Matriculation Board
Class X - 69%
Skills
- Proficient in ITIL framework for Incident Management, Transition Management, Change Management, Problem Management and IT Operations.
- Skilled in Project Management methodologies, including PMP, Agile, and Scrum.
- Demonstrated ability to adapt to new methodologies and frameworks quickly to meet evolving business needs.
Tools
- Proficient in using monitoring tools such as Pingdom, Zabbix, Splunk, Solarwinds, AS400 I series, CONTROL-M, and CA-7.
- Experienced in utilizing ticketing tools such as Service Now, Jira, BMC Remedy, CA Service Desk, Oracle CRM, and Salesforce.com.
- Skilled in working with reporting tools including Power BI and IBM Cognos.
