Ardra Ramachandran

Service Coordinator at Mindcurv
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Contact Information
us****@****om
(386) 825-5501
Location
Kerala, India, IN
Languages
  • English Full professional proficiency
  • Malayalam Native or bilingual proficiency
  • Hindi Limited working proficiency
  • Tamil Elementary proficiency
  • Sanskrit Elementary proficiency
  • English Full professional proficiency

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Credentials

  • PCEP-Certified Entry -Level Python Programmer
    Python Institute
    Nov, 2020
    - Nov, 2024
  • ITIL 4 ® Foundation
    AXELOS Global Best Practice
    Jun, 2023
    - Nov, 2024
  • ITIL 4 Foundation
    PeopleCert

Experience

  • Mindcurv
    • Germany
    • IT Services and IT Consulting
    • 200 - 300 Employee
    • Service Coordinator
      • Oct 2021 - Present

      1.Responsible for helping and coordinating IT service operations activities alongside the service manager. 2.Stakeholder Management: Proficient in interfacing with clients and project stakeholders to ensure effective communication and collaboration. 3.Major Incident Management: Skilled in driving bridge calls, handling client communications, and managing vendor contacts during critical incidents. 4.Support in Review, Planning, and Execution: Assisted in reviewing, planning, and executing infrastructure changes and application developments. 5.Escalation Management and Communication: Experienced in managing escalations, facilitating effective communication, and maintaining knowledge management through SOP creation and contact sheet updating. 6.SLA Monitoring and Reporting: Responsible for monitoring and reporting the agreed service level agreements (SLAs) for service offerings. 7.Service Level Compliance: Ensures that service levels are met and strives for continuous improvement in service delivery. 8.Governance and Service Reporting: Proficient in governance practices and preparing service reports with key performance indicator (KPI) metrics. 9.Problem Management: Drives system stabilization activities through effective problem management techniques. 10.Continuous Service Improvement: Actively involved in driving continuous service improvement initiatives. 11.People Coordination: Experienced in coordinating and managing team members' activities and ensuring smooth collaboration. 12.Onboarding and Access Management: Proficient in onboarding new team members, facilitating knowledge transfer (KT), and managing access privileges. Show less

  • Tata Consultancy Services
    • India
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Major Incident Manager
      • Aug 2019 - Oct 2021

      Experience: 1.Major Incident Manager in a shared project, overseeing 12 clients and hosting technical bridge calls for 100+ major incidents. 2.Utilized core skills in ITIL practices, incident management, technical bridge call handling, contact sheet updating, escalation management, and communication management. 3.Prepared daily, weekly, and monthly reports and SOPs (Standard Operating Procedures). Responsibilities: 1.Overall Development and Operational Delivery: Responsible for developing and continually improving IT services while ensuring operational excellence. 2.People, Process, and Resource Management: Managed and coordinated people, processes, and resources, including third-party vendors, from the beginning to the resolution of outages/major incidents. 3.SLA Compliance: Ensured that outages were resolved within the agreed Service Level Agreement (SLA) without major loss to the client. 4.Administration and Reporting: Maintained up-to-date documentation, including SOPs, contact lists, escalation matrices, and conducted post-major incident reviews. 5.Tool and Resource Management: Continuously maintained and developed tools and resources to effectively manage major incidents. 6.Major Incident Ownership: Took complete responsibility for major incidents, including client communication, technical bridge call facilitation, and support to the technical teams throughout the incident lifecycle. 7.Onboarding of New Customers: Managed the onboarding process for new customers joining the organization. Show less

Education

  • APJ Abdul Kalam Technological University
    Bachelor of Technology - BTech, Computer Science and engineering
    2015 - 2019

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