Jayakumar Karuppiah

Adequate understanding of IT Service Management and Processes, capable of driving and delivering services, following the ITIL Principles of Service Desk with 8.9 years of experiance .

“IT Operation Analyst II” Dec 2017 to Dec 2022                   

Sabre Travel Technology Pvt. Ltd.                                                                                                                                                5 Years

• Worked closely with development teams to design and implement scalable and high-performance solutions for our platform as a service. 
• Define monitoring requirements and implement automated incident resolutions by creating alerts.
• Quickly and efficiently troubleshoot simple and complex issues to provide outstanding support for internal service level objectives.
• Proactively ensure the highest levels of systems and infrastructure availability
• Cooperate with Client, vendors and other IT personnel for problem resolution
• Document the findings, prepare reports and make recommendations
• Develop new processes and procedures to enhance operations
• Provided 2nd level support
• Responsible to monitor the critical systems and provide daily update 
• Responsible to handle critical incident and take ownership until it is resolved. 
• Responsible to provide trainings to new hire’s 
• Responsible to manage the team and send out performance reports
• Severed as Incident manager and handled high priority incidents gathered data from incidents and analysis to prevent future events and made quick decisions in effort to reduce overall impact.
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Identified impacted applications, business partners and resources required for planned changes.

“System Engineer” Aug 2015 to May 2017                   

Teamware Solutions Pvt., Ltd.,for (Tata Consultancy services Pvt. Ltd.)                                                                  1.9 Years

• Adequate understanding of IT Service Management and Processes, capable of driving and delivering services, following the ITIL Principles of Service Desk
• Meeting SLA target, Daily basis tracking pending tickets, Get solution for technical dependencies, 
• Attending daily and weekly client meetings,
• Work with the project and development team to understand the product better and add more enhancements to make sure the performance of the application is better and develop strategies for resolving them and preventing future occurrences
• Responsible to manage the team and send out performance reports
• Manage the escalation tracker for all team related issues 
• Handling client and level 2 calls to discuss escalated issues thus ensuring better service and maintain and update the knowledge base
• Conduct one on ones with the agents to give feedback on their overall performance 
• Discussion on SLA Missed tickets with Customer and take appropriate action 
• Setup weekly review call with customers on Ticket Trend and activities (User Awareness and other)
• Setup weekly review call with Team Leads and Customer on present issues 
• Setup weekly SLA call with Customer and All Team leads. Take action on each SLA feedback. 

“Senior Technical Support Representative” Jan 2013 to Jan 2015

C-Cubed Solutions Pvt Ltd.,                                                                                                                                  2 Years

• Delivered extended Technical Support to the users who facing issue with windows operating system, Printers, Scanners, Network drivers, webmail, Email clients, Network configurations & Router Configuration related issues.
• Performed the troubleshooting steps by taking remote control to the user’s computer if required.
• Facilitated Technical support by handling the incidents with accuracy of 96%.
• Have provided weekend support on regular basis for the team.

B.E., (Computer Science & Engineering)

CSI College of Engineering

Anna University Chennai, Tamil Nadu.

2009 - 2012

DCE., (Computer Science & Engineering)

NPA Centenary Polytechnic College 

Directorate of Technical Education, Tamilnadu

2006 – 2009

SSLC., (State Board)

St’ Antony’s Hr. Sec. School.

State Board

2005 - 2006