Sivaraj Naidu Thamothran

•Planning: Plan the release life cycle and deliverables, and coordinate the release schedule and resources.
•Communication: Communicate project-related information, such as plans, timelines, and requirements, between teams.
•Risk management: Identify and manage risks that could delay the release.
•Quality: Ensure that quality benchmarks are met.
•Coordination: Coordinate with stakeholders for requirements, testing, and the release calendar.
•Testing: Build, test, and validate releases.
•Documentation: Maintain audit-ability of changes and releases using ticketing systems and Solution Manager.
•Deployment: Lead the Go-Live activities to deploy the software successfully.

•Developed comprehensive training materials for new analysts, improving onboarding efficiency.

•Improved team collaboration with implementation of new communication tools.

•Conducted regular reviews of operations and identified areas for improvement.

•Designing and implementing strategies to help employees adopt changes.
•Ensuring that employees are aware of the change, why it's happening, and what the benefits are.
•Identifying and analyzing risks, and preparing tactics to mitigate them.
•Working with project managers to ensure that changes are implemented on time.

•Conduct DAB meeting for SAP & perform release in CHARM System.

•Ensure all the releases are updated accordingly before moving it in Charm.

• For DAB meeting extraction being done from Ivanti and upload in the SAP share point.

• Ensured compliance with third-party change management policies and maintain CMDB integrity
• Managed and oversee adherence to change management processes across business units
• Prepared weekly/monthly reports and update on significant changes
• Conducted Post-Implementation Reviews for unsuccessful changes
• Coordinated and prioritize RFCs, managing dependencies and third-party vendor involvement
• Chaired daily CAB meetings, ensuring RFCs meet planning and documentation standards
• Addressed non-compliance and perform CMDB validation checks
• Provided training and on-call weekend support for change management
• Achieved a 98% success rate in change implementation

• Lead and mentor a team of IT support analysts, balancing productivity based on workload, skills, and fairness
• Monitor team trends, identify issues, and implement permanent solutions
• Act as the first escalation point for technical/managerial queries and provide hands-on support during high workloads
• Ensure SLA targets are met by delegating tasks, taking ownership, and proactively communicating with customers
• Develop and report on KPI metrics and management reports to track SLA performance
• Ensure adherence to best practices and continuous improvement
• Support the implementation of the service desk improvement plan
• Contribute to the evolution of the service desk, aligning it with ITIL best practices

• Managed the full implementation of change management policies, ensuring CMDB integrity and completion of all required documentation, achieving 100% compliance
• Managed and maintained accurate and consistent data in the change and configuration management database (CMDB)
• Managed regular engagement with Group Managers to gather feedback and update the status of changes and CMDB integrity
• Managed the verification of requests and approvals for RFCs, ensuring proper documentation and compliance with good successful implementation of 99.86%
• Managed load balancing project successfully with high rate of achievement to 99.58%
• Managed the documentation and tracking of baselines and releases of CIs, ensuring necessary data availability for testing and delivery
• Managed the provision of essential data from the CMDB for problem management and other functions
• Managed the monitoring, analysis, and documentation of change implementations, testing, and links to defects and problems where applicable
• Managed the creation and relationships of CIs, ensuring compliance with SLA requirements
• Managed goal setting, developed action plans, and effectively utilized time management to achieve objectives efficiently
• Managed the enforcement of Change Management policies and ensured compliance with all relevant controls, policies, and processes

• Efficient Ticket Management: Managed and prioritized service desk tickets, ensuring timely resolution and clear documentation for efficient follow-up
• Collaboration for Service Excellence: Worked closely with cross-functional teams to improve service delivery and enhance user satisfaction
• Swift Issue Resolution: Resolved technical issues quickly, minimizing downtime and maintaining workflow continuity
• Software Installation and Configuration: Installed and configured software to meet end-user needs with minimal disruption
• Proactive Escalation: Escalated critical issues to relevant teams for prompt resolution, preventing disruptions
• Customer Support: Provided first-level support as the primary point of contact, ensuring positive customer experiences
• Effective Decision-Making: Assessed situations swiftly to determine the best course of action for issue resolution
• ITIL Framework Application: Applied ITIL practices for troubleshooting and incident management, ensuring continuous improvement in service delivery

• Provide technical assistance in person, via phone, and electronically, addressing user queries and offering appropriate solutions
• (Primus Database)
• Diagnose and resolve level one issues, including network, hardware, and software problems
• Escalate urgent issues to the relevant resources
• Answer calls in a call center environment, providing customer support
• Verify user security and grant access to new users
• Troubleshoot and resolve technical issues, offering user support and training on software applications up to registry level
• Seek guidance from senior staff for complex issues
• Install operating systems, repair hardware, and ensure smooth system functionality

• Document client requirements, define project scope, and establish resource needs while providing objective feedback and project updates
• Meet with clients to assess IT needs and define project scope, including infrastructure design
• Plan project timelines and resource allocation
• Analyze system specifications, business practices, and IT requirements, offering independent, objective advice
• Travel to client sites and liaise with staff at all organizational levels
• Define hardware, software, and network requirements
• Develop and implement agreed solutions and systems
• Present solutions through written and oral reports
• Purchase systems when necessary and prepare progress reports for clients
• Organize user training and support for consultants
• Contribute to sales, support, and maintain client relationships as needed

• Ensure timely introduction of products to the factory, responsible for technology and process transfer to manufacturing facility, establish BOM for all products to meet regional requirements, leverage best practices through collaboration with regional teams and execute established process to maintain product quality
• Responsible for timely introduction of quality new products to the factory and ensure factory reediness completion is in place (FRC)
• Responsible for technology and process transfer into Dell manufacturing facility
• Ensure accurate Bill of Materials (BOM) structure for all products to meet regional requirements
• Define and lead various concurrent manufacturing projects to drive cost reduction, yield and quality initiatives
• Database is ensured and updated accordingly through dell application system DOMS, EMPACT, TACL, MODLIST
• Interact with Global Operations Team, Procurement, Quality, Process Engineering, Manufacturing and other Engineering supporting groups to ensure smooth product introduction and engineering change management
• Announce Ready to Ship (RTS) on time for new peripherals
• Maintain engineering holds on certain parts from the vendor (in case of defects)
• Handled projects on notebooks MDS (Malaysia Direct Ship) only to the US region
• Worked closely with marketing, finance and procurement team including external vendor
• Prepare plans for all NPI projects and coordinate with all stakeholders and ensure good quality product
• Assist New Product Introduction Manager and manage integration of all products according to product lifecycle
• Ensured compliance to all ECO procedures and work instructions

• Ensure timely preventive maintenance and troubleshoot hardware issues to maintain high uptime on the manufacturing floor
• Set up and maintain track writers (CMX 3032, 3035, E6S), including interface and tail spin boards
• Troubleshoot and maintain automation lines, disk install stations, and robotic arms (Media Certifier Phase Metrics)
• Collaborate with vendors to source parts (ICs, programming chips, PCBs)
• Supervise production to minimize downtime and maintain workflow
• Assist engineers in implementing safety improvements and process flows
• Manage and update PLC software for automation equipment
• Ensure network connectivity by linking server track equipment to the network room
• Perform minor PLC software modifications to improve disk load station time flow and movement processes