Mathankumar KATHIRVEL

• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Improved service quality, addressing client concerns promptly and professionally.
• Managing EUCD, Infrastructure(Network and Server) and operations of URA,VITAL,ACRA and IHLs (Clients are from Singapore Government Sector)
• Leading a Team of IT Specialists responsible for support and management of IT infrastructure operations(Server, Network and Desktop)
• Responsible for service delivery P & L, staff career development and staff appraisals
• Managing Service Level Agreements concerning contracted services, ensuring the SLAs are achieved; Service Quality and Client expectations are met
• Ensure Service SLA targets are monitored and achieved for support functions including vendor management, IT Service Desk, Desktop and VIP Support
• Managing Incident, Service Request, and Change Request via ITSM Portal and ensuring all the approvals, and Escalation process are followed
• Own Major Incident & follow up from the resolution on both Infra/Apps and RCA till closure
• Present monthly, quarterly, and annual major incidents and SLA reports to management to suggest improvements
• Handling Tech Refresh Projects within the Project (Infra and EUCD)
• Handling Escalations and ensuring they are addressed on time
• Evaluate the team and ensure consistent high-quality services are provided to the customer
• Work with the GPO team concerning the policies for the WOG environment

Significant Achievements:

• Successful Application Migration from Government Data Centre (GDC) to Government Commercial Cloud (GCC+)
• Successful Application Migration from Government Private Cloud (GPC) to Government Data Centre (GDC).
• Completed the project of Hardware Techrefresh to replace1500+ Notebooks in IHLs
• Successful OS migration from Windows server2012 R2 to Windows Server2019 of 200+ Server
• Completion of New Agency Onboarding to WOG (ISEAS)

• The main task of working on the incident management ticket tool or customer queue, ensuring high urgency tickets are prioritized for normal users and VVIP users
• Perform other duties as assigned by the managers – Reports/SOP/ Daily reporting progress
• VVIP Support and team lead in IHLs with estimated1800 Plus users
• Auditing all user's details to ensure accuracy of information
• Ensuring all the software's, drivers and patches are applied accordingly and all machines are complaint
• Coach and mentor the team members
• Review assignments of each team member and their accuracy
• Attend seminars or training and disseminate acquired knowledge to the team
• Keep being updated on changes in standards, policies and technologies
• Work closely with the backend team SCCM/SRM/RDSS, Service Desk, and NAC team to manage desktop and laptop applications works fine
• Responsibility
• Handle duty roaster, leave, claims, IT escalated issues, and Incident reporting to management on outages
• Document all incidents on the tracking tool for further investigation & future reference
• Implement software and hardware upgrade on a companywide level upon requirement
• Coordinating with other departments in handling new IT projects