Jaikrishna Saisundar
@jaikrishnasaisundar
Senior IT Service Management leader driving global operations and delivery.
IndiaWhat I'm looking for
I am a Senior IT Service Management professional with deep experience in delivery management, service integration, and IT operations across global teams.
Over my career I have led account and operations management, managed SLAs/OLAs/XLAs/SLOs, and driven service improvements through audits, root-cause analysis, and 30-60-90 day improvement plans.
I have implemented and managed ITSM tools (ServiceNow, SolarWinds, MyXalytics), led major incident, problem and change programs, and coordinated multi-vendor environments to meet customer goals.
I focus on coaching teams, governance, and stakeholder alignment to deliver measurable service value and sustainable operational improvements.
Experience
Work history, roles, and key accomplishments
HTSenior Project Manager
HCL Technologies
Feb 2022 - Present (3 years 8 months)
Accountable for end-to-end service and delivery management for a global account, driving SLAs/OLAs/XLA/SLO compliance, leading service integrator activities and implementing 30-60-90 improvement plans to close operational gaps.
Service Delivery Coordinator
Kyndryl
Sep 2021 - Feb 2022 (5 months)
Managed global server build and decommission projects, authored process and checklists, coordinated with change/configuration teams and validated CIs to ensure controlled provisioning and decommissioning.
ILLed global incident, problem and change teams, managed major incidents end-to-end, performed trend/root-cause analysis and delivered proactive problem management and service improvement initiatives across clients.
HTTechnical Specialist
HCL Technologies
Mar 2015 - Dec 2016 (1 year 9 months)
Track lead for incident, problem and change management; authored process documents, chaired CABs, managed major incidents and produced CPI/KPI reporting and governance for IPC processes.
ILProvided problem management lifecycle support and IPC SME leadership across regions, led transitions, conducted trainings and audits, and delivered proactive solutions to reduce recurring infrastructure incidents.
CCTeam Lead Knowledge Engineering
CSS Corp
Sep 2006 - Jul 2010 (3 years 10 months)
Led knowledge engineering for Windows client support, replicated and diagnosed customer issues, produced fixes and process documentation, and trained production teams to improve resolution quality.
Education
Degrees, certifications, and relevant coursework
TUTamil Nadu Open University
Bachelor of Computer Applications, Computer Applications
Completed a Bachelor’s in Computer Applications (BCA) from Tamil Nadu Open University in 2016.
Knowledge House
ITIL V3 Foundation, IT Service Management
Obtained ITIL V3 Foundation certification from Knowledge House in 2011.
S.I.S.I.
HDCHN
Completed HDCHN at S.I.S.I. in April 2005.
AMS Polytechnic College
Diploma, Electronics and Communication Engineering
Completed a Diploma in Electronics and Communication Engineering (D.E.C.E) at AMS Polytechnic College in 2004.
St. Mary’s Boys Higher Secondary School
S.S.L.C, Secondary Education
Completed S.S.L.C at St. Mary’s Boys Higher Secondary School in April 2000.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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