BALAJI RAMANATHAN
Summary
13+ years of professional experience in results-driven ITSM Consultant with experience in designing, implementing, and optimizing IT service management solutions. Strong expertise in ServiceNow platform configuration, customization, and integration, with a deep understanding of ITIL best practices. Skilled in translating complex business requirements into actionable workflows, automation, and reports. Known for delivering exceptional results through a combination of technical proficiency and a customer-centric approach. I am seeking to leverage my experience to help organizations transform their IT service delivery and drive digital transformation.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior ITSM Infrastructure Specialist
Tech Mahindra
03.2024 - Current
- Identifying potential risks and vulnerabilities associated with the event. Develop a comprehensive plan outlining procedures for various types of incidents.
- Perform training sessions and simulations for staff to ensure readiness. Manage all aspects of the event to detect any anomalies or issues promptly.
- Maintain open lines of communication among team members and stakeholders for swift reporting.
- Quickly assess the situation to determine the severity and required response.
- Perform immediate action to contain the incident and prevent it from escalating. Implement solutions to resolve the issue, including coordinating with relevant departments or external parties.
- Keep all team members informed about the incident and the response strategy. Manage communication with stakeholders, attendees, and media, ensuring accurate and timely information.
- Document all details related to the incident, including actions taken and outcomes. Prepare a detailed report analyzing the incident, response effectiveness, and lessons learned.
- Conduct a debriefing session with the team to evaluate the incident management process. Update policies, procedures, and training based on feedback and findings from the incident.
- Ensure that all actions taken during the incident adhere to relevant regulations and standards. Handle any legal implications or documentation required due to the incident.
Senior ITSM & Service Continuity Manager
RHB Bank Berhad
09.2022 - 01.2024
- Manage the ITSM Incident Management (end-to-end ownership of processes, especially major and critical ones), Problem Management, Change Management, Asset Management, Patches and Obsolescences, Vendor Management, and reporting cadence.
- Ensure IT teams are operating in a manner that complies with RHB Policies and frameworks, standards, circulars, and guidelines, and MAS-regulated acts, notices, circulars, and guidelines applicable to technology (Compliance, Audit, and risk adhesion).
- Oversee and drive governance (policies, standards, and guidelines) on successful delivery outcomes (e.g., industry compliances, delivery frameworks and playbooks, port-mortem reviews).
- Ensure that the RHB Group Technology change management process caters to all regional change needs and that any complementary regional approval processes are confirmed with Group Technology.
- Act as the gatekeeper in approving system changes to the SG region’s production environment by assessing the impact and level of risk as a result of scheduled changes and Emergency changes.
- For incidents with a significant business impact, support the problem/incident management process, which is owned by ITSM. This will mainly involve the communication or escalation to the business management of service impact, the recovery process, root cause analysis, mitigating actions, and communication back to business units.
- Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project timeframes
- Reviews and approves all requests for administrator log-on credentials and access rights to the CMS infrastructure.
ITSM Platform Lead
Singapore Airlines, Contract
11.2021 - 05.2022
- Manage, develop, enhance, and support IT Service management platform
- Drive development and enhance its usability and integration with other tools and processes to maximize value
- Drive IT Operational Service Delivery and management activities, e.g., Incident, Problem, Change and Patch deployments,
- Configuration and Asset management processes, ITBM, APM and SPM
- This includes support of ITSM operational incidents after office hours
- Support management and drive collaboration of day-to-day operational activities across various towers and stakeholders from data center facilities, networks, and platforms
- Responsible for managing ServiceNow licenses
- Manage and drive IT Service Provider's performance for IT Operations and ensure Service levels.
- Agreements have been fulfilled and improvement plans are to be established
- Serve as Point of Contact for IT initiatives' performance, services, and changes
- Facilitate system and service handover to IT operations for any new applications and major enhancements
- Experienced in project management for IT Infrastructure initiatives, system administration activities, and related technologies
- Any relevant ad-hoc duties like driving workshops or requirements discussions.
Senior Specialist - Contract
Singapore Telecommunications Limited, Contract
06.2019 - 09.2021
- Assist with End-to-End implementation of ITAM and CMDB.
- Responsible for accuracy of source's configuration and asset management repositories required to deliver IT services.
- Design and maintain configuration management plan, policies, standards, and Configuration Management Database (CMDB), including Service Portfolio Management with ServiceNow.
- Apply continuous improvement approach to enhancing strategies employed in technology spending as well as in tracking company assets within Configuration Management Database (CMDB) throughout their lifecycle.
- Monitors Data Intake and quality from Discovery (and other sources) and Works with ITSM Service Owner on CMDB quality and integration Identify and resolve data exceptions and errors.
- Coordinate interfaces between SACM and other processes and data sources like Discovery, UCMDB, and SCCM.
- Accountable for the logical models and data dictionary associated with configuration items and their relationships with other CIs, business services, and related information.
- Train internal staff in SACM principles, processes and procedures, perform audits; and remediate process gaps.
- Manage the decommissioning of the hardware and devices to ensure compliance with the required process and policies.
- Set up Dashboards and Produce scheduled reports in ServiceNow.
- Manage system changes through an established change request process and provide status reports to the relevant parties.
- Participate in specifying the scope of Work, Key Performance Indicators, Service Level agreement, and the evaluation or selection of vendors and/or solutions.
Lead Consultant
Allstate Solutions Private Limited
08.2018 - 06.2019
- Providing strategic thought leadership and being able to assist with regular operations of the SACM team
- Engage with key stakeholders across the globe to drive best practices for Configuration and Asset Management solutions for enterprises.
- Provides Configuration Management leadership to global team, including coaching and mentoring.
- Enables the ability to account for, manage, and protect integrity of service assets and configuration items through the service lifecycle by ensuring that only authorized components are used and only authorized changes are made on time.
- Conducts moderately complex analysis necessary to ensure interfaces between Configuration Management and other Service Management processes (such as Change management, Incident management, and Problem Management).
Configuration Management Engineer
Fidelity Information Services India Pvt Ltd
04.2016 - 08.2018
- Accountable for the Configuration Management process with overall responsibility for the effective implementation of the process in ServiceNow.
- Responsible for ensuring process and CMDB compliance with audits or other compliance controls agrees on the scope of the configuration management processes, functions, items that are to be controlled, and information that is to be recorded.
- Act as the final approver of changes to the CMDB. Ensures the management and timely update of CI information in the CMDB.
- Responsible for updating, maintaining, verifying, and auditing configuration items as defined within the Configuration Management policies.
- Responsible for meeting KPI targets and CMDB accuracy
- Accountable for the accuracy and integrity of the CI information within the CMDB
- Analyze and report issues on discovery logs or errors and drive them toward resolution.
IT Service analyst
Applied Materials Ltd, Contract
01.2015 - 02.2016
- Define and implement global processes and operating mechanisms to ensure effective Service Asset and Configuration Management activity within IT Operations
- Ensure that the CMDB is correctly defined and populated with accurate data that enables operational processes within IT services.
- Prepare and publish daily reports for CI, which are captured by the SCCM tool.
- Ensure that asset and configuration management policies and operating procedures are effectively communicated to staff and other stakeholders
- Support change management risk assessment processes to ensure accurate risk assessment is applied to change controls
- Ensure that CMDB is updated to reflect approved change controls
- Strong knowledge of MS Excel and reporting tools like MSBI and ServiceNow reporting.
Support Consultant
SAP Labs Pvt. Ltd, Contract
07.2011 - 01.2015
- Supports full life of service management analyst (Incident, Change, Problem, Asset Configuration management, SRM, and SLM)
- Performing end-to-end IT Service management process.
- Responsible for time-critical User service, infrastructure restoration, and technical troubleshooting within complex IT system environment.
- Working with customers, internal IT and infrastructure teams, third-party data providers, etc
- Throughout the service restoration process, conduct a root cause investigation of Major or Critical incidents and follow-up on corrective actions with technical Managers to close any associated problem investigations.
- Produce reports using ServiceNow, HPSM, and SAP tools for Managers.
- Manage, control, and report on the progress and accuracy of the Configuration Management Database (CMDB).
- Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders, including executive management.
Education
MBA - Technology Management
Anna University
India05.2010
Bachelor of Science - Computer Science
Bharathidasan University
India04.2008
Skills
- A career span of 13 years spread across multiple domains, tools, and technologies The scope of expertise covers IT Service Management Operations and continuity management
- ITIL and ITSM Management (Process design, implementation, and Project management)
- Areas of expertise (Team management, work allocation, resource arrangements, Stakeholder management, Vendor Management, Project management)
- Tools: ITSM, ITOM ServiceNow, Discovery, BMC Remedy, Atrium, Discovery, Manage Engine Service Desk Plus, Asset Explorer, SAP, MSBI, HP UCMDB, SCCM, JIRA
- Processes: Incident, Problem, Change, Service Catalog and Request fulfillment, Performance analytics, SLA Reporting, APM, ITAM, CSDM, and CMDB, Risk, compliance, and MAS guidelines
Certification
- ISO/IEC 20000:2018 Certified Service Management Lead Auditor.
- IT Service Management: ISO20000 through LinkedIn Learning.
- ITIL V4: IT Infrastructure Library (ITIL) Foundation certificate through EXIN.
- Certified Professional SCRUM Master (PSM I).
- Certified in Professional Cloud Service Manager through EXIN.
- AWS Business Professional, certified through AWS.
- VMware Certified Associate on Data Center Virtualization and VMware vSphere ICM 5.1 certified through VMware Educational Services.
Additional Information
- Father's Name - Mr. Ramanathan Balasubramanian
- Date of Birth - 03-Dec-1987
- Gender - Male
- Marital Status - Married
- Languages Known - English, Tamil.
- Passport No - Z3272683
Timeline
Senior ITSM Infrastructure Specialist
Tech Mahindra
03.2024 - Current
Senior ITSM & Service Continuity Manager
RHB Bank Berhad
09.2022 - 01.2024
ITSM Platform Lead
Singapore Airlines, Contract
11.2021 - 05.2022
Senior Specialist - Contract
Singapore Telecommunications Limited, Contract
06.2019 - 09.2021
Lead Consultant
Allstate Solutions Private Limited
08.2018 - 06.2019
Configuration Management Engineer
Fidelity Information Services India Pvt Ltd
04.2016 - 08.2018
IT Service analyst
Applied Materials Ltd, Contract
01.2015 - 02.2016
Support Consultant
SAP Labs Pvt. Ltd, Contract
07.2011 - 01.2015
MBA - Technology Management
Anna University
Bachelor of Science - Computer Science
Bharathidasan University
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