Gokul Dhandapani
Stevenage
Summary
Accomplished professional with extensive expertise in IT Operations Management, specializing in Incident, Major Incident Management, Problem Management, Change and Release Management. Demonstrates proficiency in Agile methodologies and Jira software, ensuring efficient Service Level and Performance Management. Skilled in Vendor and Project Management, with a strong focus on Customer Relationship and Business Analysis. Adept at managing IT Asset and Configuration, Third Party Contracts, and Knowledge Management to drive organizational success. Committed to leveraging skills for continuous improvement in technology-driven environments.
Overview
15
15
years of professional experience
2011
2011
years of post-secondary education
1
1
Certification
Work history
SERVICE MANAGEMENT CONSULTANT / PROJECT COORDINATOR
TATA Consultancy Services
London
06.2023 - 09.2025
- Led cross-functional teams to streamline service delivery processes and enhance client satisfaction.
- Own the SM process solution, integration & implementation in ServiceNow - Incident / Major Incident, Problem, Change, Service Request, Knowledge Article, Release Management and Service Level Management modules
- Identified and implemented Gen AI use cases to automate repetitive service tasks and enhance user experience.
- Facilitating Agile ceremonies like daily stand-ups, sprint planning, operational reviews, retrospectives to ensure service quality through consistent communication
- Analyzed service performance metrics to identify areas for improvement and implement corrective actions.
- Creating and implementing a plan for delivering the solutions within a Service Delivery function
- Coordinated project timelines and resources to ensure successful implementation of service management initiatives.
SERVICE MANAGEMENT CONSULTANT
TATA Consultancy Services
Chennai
04.2021 - 06.2023
- Led service management initiatives that improved IT operations and enhanced customer satisfaction.
- Led Agile delivery of ITSM solutions, coordinating sprint cycles and retrospectives across global teams.
- Owned end-to-end service management processes across Incident, Problem, Change, and Release.
- Facilitated continuous service improvement initiatives to optimize operational processes and service quality.
- Chaired CAB meetings and oversaw change calendar governance and post-implementation reviews.
- Successfully delivered on tasks within tight deadlines.
INFRA TEAM LEAD
Cognizant Technology Solutions
Chennai
06.2019 - 04.2021
- Own end-to-end service management processes across Incident, Problem, Change, and Release.
- Led infrastructure projects by coordinating cross-functional teams to achieve project goals.
- Coordinated cross-functional collaborations, ensuring successful project outcomes.
- Identified skill gaps within the team and organised relevant training sessions.
- Monitored team performance metrics, identifying areas for improvement.
FAULT MANAGEMENT ENGINEER
NOKIA Solutions and Networks
Chennai
11.2010 - 06.2019
- Reviewed incident reports to identify trends and recommend improvements to fault management protocols.
- Increased customer satisfaction by resolving issues.
- Analysed incident trends to identify root causes and implement corrective measures.
- Improved incident handling by adopting best practices in ITIL framework.
Education
Bachelor of Engineering -
Anna University
IndiaSkills
- Incident / Major Incident Management
- Problem Management
- Change and Release Management
- Jira software familiarity
- Agile Methodology
- Service Level / Performance Management
- Vendor Management
- Project Management
- Customer Management
- IT Operations Management
- Business Analysis
- Third Party Contract Management
- Knowledge Management
- Scope definition
- Customer relationship
Tools
- ServiceNow
- Jira
- Azure Board
Certification
- Project Management Professional(PMP)
- ITIL V3 Foundation
Timeline
SERVICE MANAGEMENT CONSULTANT / PROJECT COORDINATOR
TATA Consultancy Services
06.2023 - 09.2025
SERVICE MANAGEMENT CONSULTANT
TATA Consultancy Services
04.2021 - 06.2023
INFRA TEAM LEAD
Cognizant Technology Solutions
06.2019 - 04.2021
FAULT MANAGEMENT ENGINEER
NOKIA Solutions and Networks
11.2010 - 06.2019
Bachelor of Engineering -
Anna University
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