VINOD VADIVELOO

• Lead and manage a team of 10 engineers, providing technical direction, workload prioritization, and day-to-day operational support.
• Review and monitor engineer performance metrics (KPIs, SLAs, MTTR, escalation rate) and provide regular feedback and coaching.
• Initiate and drive service improvement plans to enhance resolution quality, reduce repeat incidents, and minimize escalations.
• Act as the primary technical escalation point for major and complex incidents, ensuring timely resolution and business continuity.
• Oversee incidents, problem, and change management activities in alignment with ITIL best practices.
• Perform root cause analysis (RCA) for critical and recurring issues, implementing corrective and preventive actions.
• Coordinate with global teams, vendors, and stakeholders to ensure consistent service delivery.
• Review and approve technical changes and deployments to maintain service stability and compliance.
• Track and report service performance, contributing to continuous service improvement (CSI) initiatives.
• Develop, maintain, and enforce SOPs and knowledge articles to standardize support processes.
• Mentor team members, support skill development, and ensure adherence to security and compliance requirements within a regulated financial services environment.
• Participate in service reviews, audits and risk assessments with internal and client stakeholders.
• Produce accurate and timely management and client reports, including ad-hoc analysis as required.

• Provided Level 2 remote support, troubleshooting hardware and software issues to restore service and optimize system performance.
• Managed software installation, upgrades, and deployment activities, ensuring minimal disruption to business operations.
• Delivered end-to-end user support, maintaining high service availability and minimizing downtime.
• Contributed to the development and improvement of technical procedures, standards, and documentation to meet business and client requirements.
• Participated in pilot projects, system upgrades, testing, and outcome evaluation prior to production rollout.
• Created training manuals and conducted (TOI) sessions to improve team readiness and knowledge transfer.
• Proactively escalated major or recurring issues to Service Managers, Operations Managers, and Product Owners in accordance with defined processes.
• Investigated and coordinated complex technical issues, working cross-functionally to prevent service disruption and reduce escalations.
• Provided feedback, coaching, and action plans to support continuous performance improvement within the team.
• Created and maintained knowledge base articles, ensuring accurate and up-to-date information for effective knowledge sharing and operational efficiency, while applying UFFA best practices.
• Produce accurate and timely management and client reports, including ad-hoc analysis as required.

Key Achievements & Responsibilities:

• Completed the License to Lead course with distinction.
• Proposed and implemented process improvements that reduced Information and Status Calls by 15% for the PayPal account.
• Managed customer communications through the ITIL incident management process via calls, emails, and chat.
• Monitored CMS to optimize call flow and manage agent break schedules effectively.
• Extracted auxiliary reports, reviewed tickets, and generated Daily Service Review (DSR) reports.
• Supported incident management and request fulfillment analysis, ensuring accurate ticket classification and handling.
• Created and maintained knowledge base articles, identifying training gaps and improvement areas for Level 1 agents.
• Conducted new hire training and managed user escalation requests.

Achievements:

• Awarded Top Performer for July 2019 in recognition of service excellence.
• Contributed to the Business Continuity Planning (BCP) team, providing critical operational support during high-impact periods.
• Delivered Level 1 and Level 2 support through chat and email channels, ensuring timely issue resolution.

Responsibilities:

• Provided 1st and 2nd level technical support via phone, chat, and email.
• Performed Active Directory administration, including password resets, group creation, and user account management.
• Configured Microsoft Exchange and managed Outlook distribution lists to ensure efficient email communication.
• Conducted remote software installation and configuration to enhance system functionality.
• Troubleshot desktop and connectivity issues, updated Wi-Fi certificates, and ensured secure remote access via BOMGAR.
• Facilitated training sessions for new agents, supporting effective onboarding and knowledge transfer.