Karthikeyan Gunasekaran

● Accountable for defining, delivering and maintaining the digital transformation and service delivery for staff productivity platforms.

● Maintained high performance levels for service-related processes and implemented improvement activities wherever necessary.

● Managed vendors to contracted scope and agreed SLAs and ensure the continued service improvements.

● Lead a team of 5 members dedicated to implementing the MAS digital workspace product (e.g. implementation of ServiceNow modules ITBM, ITSM, ITOM, DevOps, ITAM, IRAM, & CMM and MAS intranet). My role involves orchestrating seamless collaboration, optimizing resources, and driving the successful deployment of the digital workspace solution. I prioritize efficiency and teamwork to ensure the project's smooth execution and achieve optimal results.

● Oversee and manage scope, timeline, release, validation, quality, goals, and deliverables that support business goals.

Service Delivery Lead (SDL) - Dec 2018 – Sep 2020

Service Delivery Manager (SDM) - Jun 2014 – Dec 2018

● Spearheaded a team of 20 staff for CAG field service operations and IT support. Orchestrated strategic IT planning, resource allocation, and solution implementation. My focus on collaboration and productivity ensured the team's success in overcoming intricate IT challenges, guaranteeing optimal system performance and reliability.

● Managed the SMART ATMs for OCBC Bank and ensured its System uptime relentlessly and Drive Service Operations and support teams to achieve the KPI target. Improved the SLA over the months with release of critical software patches.

● Provide strong leadership and management for a diverse team, including recruitment, training disciplinary matters and appraisals.

● Developed and delivered post-incident reports on all critical support incidents and adhere to customer support plans and relationships.

● Ability to adapt, manage, and communicate Operational risks, issues, changes, and ensure that Business Continuity (BCP) and Disaster Recovery plans are successfully delivered.

● Initiated Incentive schemes for engineers for retention. (E.g. Monthly incentives, Awards, and Training.)

● Led the project for CAG T4 Interactive Kiosk including Contents management, Flight data, Feedback, Infrastructure and successfully managed vendors and deliver the project on schedule and has received an appreciation letter from a customer.

Senior Consultant, May 2012 - May 2014

Executive Consultant May 2010 – Apr 2012

Senior Software Engineer May 2008 – Apr 2010

● Led a group of 10 engineers and accountable for system and operations management for a variety of Automatic Fare Collection (AFC) systems.

● Responsible for the IT service operations includes Service Desk, Logistics, Field Services, Supplier management as well as systems management.

● Developed Positive Direct Relationships with key business contacts and stakeholders. (namely SMRT, SBST, Transit Link, Ezlink and NETS)

● Planned and delivered projects in the field of "Enhancement and Mass Replacement of Bus Fare Management System" for Singapore public transport, and effectively managed and coordinated with vendor and clients for both hardware and software testing, installations, deployment and post-implementation supports.

● Worked on the testing of Wi-Fi middleware features (Scanning, Roaming) and involved in the platform test and system test to improve product stability.

● Proficient in Software Quality & Testing Lifecycle, Six-Sigma Process (Quality Yellow badge holder), and Software Configuration Management (Rational ClearCase).

• Prepared and maintained test specifications and test scripts (test scope, test scenarios, test conditions, test cases, test data and traceability matrix) as per the Functional Specifications and timeline.