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@vijilagokul
ITIL-certified Application Support & Incident Manager who drives SLA improvements and resilience.
SingaporeI am an ITIL-certified Application Support and Incident Manager with nearly 15 years' experience across healthcare, transport, gaming, and enterprise IT, and over a decade in leadership roles guiding teams and improving service delivery.
I have led teams of up to 14 engineers, reduced downtime by 70%, improved SLA compliance to as high as 99%, managed vendor relationships and >$1M budgets, and delivered measurable operational cost savings and audit-ready compliance.
I focus on incident escalation, ITSM, disaster recovery, RCA and process optimisation, and I author SOPs, RCA reports and knowledge articles to strengthen operational resilience and customer satisfaction.
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Work history, roles, and key accomplishments
Synapxe Pte Ltd
Oct 2023 - Aug 2025 (1 year 10 months)
Led a 14-member application support team, improving SLA compliance by 10% and reducing downtime by 70% while achieving 99% SLA adherence for major incidents.
Resorts World Sentosa
Jan 2023 - Sep 2023 (8 months)
Coordinated daily operations for gaming systems, managed 40+ monthly P1/P2 incidents and maintained 99.9% uptime while reducing repeat incidents and resolution times by 15%.
TransitLink Pte Ltd
Oct 2011 - Dec 2022 (11 years 2 months)
Led a 6-member team supporting transport payment applications, ensuring 99% uptime, reducing recurring failures by 25% and coordinating 30+ deployments with zero critical post-release issues.
Intercorp Solutions Pte Ltd
Nov 2010 - Jun 2011 (7 months)
Designed and optimized SQL scripts to improve reporting efficiency by 30% and resolved 100+ client incidents with 95% SLA compliance using Remedy.
TV Sundaram Iyengar & Sons Pvt Ltd
Jan 2008 - Nov 2009 (1 year 10 months)
Provided IT operations support, maintained 95% uptime for critical systems and automated Excel reporting to cut manual effort by 40%.
Degrees, certifications, and relevant coursework
AUMaster of Engineering, Computer Science
Completed a Master of Engineering in Computer Science from Anna University, focusing on advanced topics in computer science and engineering.
AUBachelor of Engineering, Computer Science
Grade: Distinction (80%)
Completed a Bachelor of Engineering in Computer Science with distinction (80%) from Anna University.
Software and tools used professionally
SingaporeYou can contact Vijila and 90k+ other talented remote workers on Himalayas.
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