Savio Pallathil

Title : Assistant Manager. Role : ITIL Service Delivery manager, Project manager, Transition Manager. - Responsible for Major Incident/Problem/Change Management process and adherence. - Provide Monthly and Weekly reports for all MIM, Change and Problem records for Business and Management. ServiceNow Dashboards/Excel/PPT. - Review for all SLA metrics and KPI’s identify the flow and percentage, create risk assessments for places in fall. Create Process improvements and CSI plans. - Review all audits for SOC/SOX compliance. - POC for all Escalation metrics, CAB calls and Emergency change request approvals. - Applying the expertise from the previous application migration, Orchestrated migration of a critical finance application from San Jose to Ashburn amidst the shutdown of the San Jose environment. - Collaboratively formulated a comprehensive action plan with DBA, application team, server management, and network [including the 3rd party] to ensure a smooth transition within budget constraints. - Navigated change management approvals with the business unit and CAB, securing necessary resources for network reconfiguration and enhanced application security. - Executed the migration within 58 days, achieving complete infrastructure transfer while implementing additional network and application security measures.

Role : ITIL Service Delivery manager, Project manager, Transition Manager. Tasks and responsibilities • Major Incident Management - Skillfully managed the IT incident lifecycle from ownership to resolution for P1/ P2 incidents, prioritized critical cases, resolved issues within SLAs navigating escalations, and fostered seamless communication with stakeholders through concise reports and composure during emergencies. • Problem Management - Played a key role in driving continuous improvement by analyzing past incident trends, identifying root causes, managing cross-team problem resolution, and leading post-mortem investigations. The monthly reports tracked progress and provided data for informed decisions that minimized future IT disruptions. • Transition Management - Responsible in transforming IT service management through the successful implementation of a robust Service Asset and Configuration Management [SACM] system. Meticulously defined and implemented integrated processes, encompassing CI identification and classification, and actively fostered collaboration between SACM, Change, Release, and Knowledge Management. • Asset and Configuration Management - As an Asset Manager, ensured comprehensive lifecycle management for all IT assets throughout their journey, from initial procurement and deployment to meticulous tracking, rigorous auditing, and secure disposal. The expertise contributed significantly to accurately identifying and classifying Configuration Items, maintaining consistent CMDB data, and fostering seamless acquisition and compliance through close collaboration with procurement and other IT functions. • Procurement Management - Expertly orchestrated a smooth flow of materials to optimize production. The expertise encompassed demand forecasting, strategic sourcing, cost negotiation, and adept supplier relationship management. Through vigilant performance monitoring, contract renegotiation, and identification of cost-saving alternatives, secured timely deliveries and accurate inventory. This resulted in significant cost savings and a robust supply chain for the company.

Role: 2nd Level Specialized Support - Served European business customers; Owned the entire incident management lifecycle, tackling major outages, escalations, and P1/P2s with expertise while fostering collaboration with problem and change management, implemented new ITIL processes, and optimized remote support for client infrastructure. Project: Global Mobility Help-desk [Feb 2009 – May 2010] Role: Enterprise Service Desk Technician - Resolved issues across operating systems, hardware, applications, and network connectivity for Sun employees and contractors & Managed user accounts, provided SMS and Symantec support, and ensured seamless software licensing. Project: Sun Microsystems - Wintel [Jan 2008 – Jan 2009] Role: Wintel SPOC - Micromanaged Wintel queues, identified knowledge gaps, and implemented remedial measures & provided high-end resolution for supported and unsupported technical issues. Project: Sun Microsystems - Remedy Tool [Jan 2008 – Jan 2009] Role: Remedy SPOC - Monitored server-generated alarms for DHCP, SNMP, DNS, and File System using BMC Remedy tool. Project: Sun Microsystems - Swat & Wintel [Feb 2007 – Jan 2008] Role: Senior Service Desk Technician - Delivered expert L1/L2 technical support globally, tackling complex SLAs, training new hires, and mastering VPN, Samba, Reflection-X, and desktops.