Sasikumar Murugan
@sasikumarmurugan
IT Service Management analyst governing ITIL incident and SLA operations, reporting, and vendor performance dashboards.
IndiaWhat I'm looking for
I currently run end-to-end operational reporting at Infosys BPM, owning WSR, MSR, and executive dashboards on a weekly and monthly cadence while governing 24 vendors through SLA validation and monthly scorecards.
On the ITIL side, I drive incident management governance, analyze recurring incident trends for CSI inputs using Problem Management and RCA workflows, and maintain ServiceNow dashboards for real-time SLA and backlog visibility.
Experience
Work history, roles, and key accomplishments
IT Service Management Analyst
Infosys BPM
Oct 2024 - Present (1 year 10 months)
Owned end-to-end operational reporting and drove ITIL-aligned Incident Management governance. Governed vendor performance across 24 vendors and built ServiceNow dashboards for real-time visibility.
Managed PMO functions including governance, reporting, resource allocation, and budget management. Created purchase orders in SAP Ariba and owned end-to-end billing operations.
Education
Degrees, certifications, and relevant coursework
Karpagam Academy of Higher Education
Bachelor of Science, Biotechnology
2018 - 2021
Grade: 7.5 CGPA
Bachelor of Science in Biotechnology with a CGPA of 7.5.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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