Manivannan D
@manivannand
I lead ITSM operations for high-availability systems, improving incident recovery, change governance, and SLA performance.
IndiaWhat I'm looking for
I'm leading the Incident Management lifecycle for high-availability banking systems at Sumitomo Mitsui Banking Corporation, driving rapid recovery and minimal business impact.
I facilitate CAB meetings, lead Problem Management forums, perform root cause analysis, and create ServiceNow performance reporting for executive leadership.
Previously at TCS and Verizon Connect India, I coordinated critical incidents, built ServiceNow dashboards for SLA tracking, managed BCP activities, and improved service delivery through Agile and Lean practices.
Across Bentley Systems, Williams Lea India, and Sutherland Global Services, I've delivered L1/L2 support, managed user access, resolved enterprise hardware and software issues, and maintained ITIL-aligned service quality.
Experience
Work history, roles, and key accomplishments
Lead the Incident Management lifecycle for high-availability banking systems, ensuring rapid recovery and minimal business impact. Facilitate Change Advisory Board (CAB) meetings and orchestrate Problem Management forums with Root Cause Analysis.
Served as primary Point of Contact for critical incidents, coordinating cross-functional teams. Engineered ServiceNow dashboards to track team performance and real-time SLA compliance.
Senior Technical Consultant
Verizon Connect India
Apr 2022 - Apr 2024 (2 years)
Managed end-to-end incident and problem processes in alignment with ITIL best practices. Conducted root cause analyses, facilitated incident bridges, and led Agile ceremonies.
Delivered L1/L2 IT support for global users across multiple channels. Managed user identities and access privileges using Active Directory and Office 365.
Technical Support Engineer
Williams Lea India Pvt Ltd
Oct 2018 - Sep 2019 (11 months)
Provided Level 1 technical support, prioritizing incidents based on customer urgency and business impact. Documented infrastructure changes and incident resolutions for compliance audits.
Diagnosed and resolved hardware and software issues for enterprise clients via remote support. Maintained quality service standards while documenting all technical resolutions.
Education
Degrees, certifications, and relevant coursework
Annamalai University
Bachelor of Technology, Engineering
Bachelor of Technology degree from Annamalai University, Chidambaram, completed in 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
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