Yogesh Balasubramaniyan

Managed end-to-end client lifecycle from presales to CSIP, overseeing service and delivery management. Responsible for end-to-end project management, including deployment, implementation, and resource management. Key responsibilities included handling IDM upgrades, project delivery management, and implementing Incident, Change & Problem processes in ServiceNow. Led data infrastructure delivery and managed the portfolio of projects contributing to strategic objectives. Developed and managed the entire project pipeline, utilizing best practices for benefit realization.

Provided technical support and process consulting expertise for solution development and problem resolution. Assisted customers with setting up internet connections, configuring Routers, and troubleshooting tickets using the internal Knowledge Base. Provided technical support for various hardware including laptops, printers, and desktops.

Provided technical support for various hardware. Delivered L2 technical support on desktops, NB & W/L Networks, and handled escalations. Interacted with UK-based clients over the phone and managed new updates and server administration.

Provided technical support for Palm tops and acted as L2 technical support for PalmTops. Handled escalations and interacted with US-based clients over the phone.

Trained students on programming skills (C, C++, Java, .Net, Unix/Linux Shell Script) and managed career batches. Handled sales, marketing, and cross-sell activities for various products launched by NIIT.

Managed client engagement from start to end, involving Process/SIAM design and implementation. Designed and implemented Global SIAM processes for a global client. Successfully implemented High Severity Incident Mgmt & Change and Release Mgmt. Processes for multiple accounts. Responsible for SOW (ITSM part) sign-off and managing SLA enhancement. Developed global standard operating policies and procedures.

Worked on end-to-end client management from presales–CSIP, including service and delivery management. Experienced in managing Data Centre Operations, Technical Support, and Oracle Application Management. Implemented Incident, Change, and Problem processes in ServiceNow. Devised and directed the entire project pipeline, focusing on benefit realization. Managed SLA and enhanced customer satisfaction, and ensured audit readiness for all Project Mgmt. Processes.

Managed SLA reporting and escalation of calls from multiple parties. Monitored and resolved aged calls to maintain customer satisfaction ratings. Acted as a key partner to Program Executives, ensuring complete communication between teams. Responsible for accurate time reporting and conducting trend analysis to determine root causes of problems.