AKSHAYA V R
Lead Engineer, SERVICE OPERATIONS
Chennai
Summary
Accomplished ITSM professional with 8 years of hands-on experience in Incident, Problem, Change, and Release Management.
Seeking a role to leverage ITSM expertise and contribute meaningfully to organizational success.
Proven ability to drive operational excellence and improve service delivery.
Thrive in environments that promote professional growth and continuous learning.
Passionate about innovation, process optimization, and adapting to evolving business needs.
Committed to aligning IT services with business objectives through effective ITIL practices.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Lead Engineer
Prodapt Solutions
Chennai
01.2023 - Current
- As a Change Management Lead, guiding the team and ensuring that changes are not only well-executed but also well-received by the organization.
- Managed the planning, approval, implementation, and post-implementation review of changes across IT systems, applications, and infrastructure level.
- Tracked and reported on change performance metrics, such as change success rates and post-change incidents to drive continuous improvement.
- Facilitated daily CAB meetings, evaluating major changes and recommending approvals or rejections based on thorough risk assessments and business priorities.
- Conducted regular training for internal teams and stakeholders on ITIL best practices.
- Overseeing the customer and stakeholder management, ensuring consistent communication and alignment throughout the project.
- Prepared and presented comprehensive project reports to senior leadership, highlighting key achievements, risks, and mitigation strategies.
- Strong cross-functional knowledge across Incident, Problem, and Release Management, ensuring end-to-end service stability.
Systems Operation Analyst
FIS Global
Chennai
06.2021 - 01.2023
- Coordinated end-to-end patching activities for SQL and Oracle servers.
- Reviewed IGP compliance reports each patch cycle and scheduled necessary remediation.
- Managed vulnerability analysis and collaborated with business units for remediation planning.
- Maintained up-to-date compliance reports and patch trackers for SQL and Oracle environments.
- Hosted Sunday Tech Bridge calls during change windows, ensuring smooth execution.
- Engaged impacted teams before change submission to ensure alignment and minimize risk.
- Followed up on onboarding of servers and consistently met monthly compliance targets.
- Identified and addressed pending change requests to avoid delays.
- Communicated patch failures to stakeholders, verified service status, and created rescheduling plans.
- Ensured server patching adhered to baseline releases, achieving zero non-compliance.
Helpdesk Associate
NTT Data
Chennai
05.2018 - 06.2021
- Managed the end-to-end lifecycle of change requests, from submission to closure.
- Chaired CAB and ECAB meetings, prepared agendas, shared change details, and invited stakeholders.
- Prioritized and categorized change requests, rejecting those outside of scope or policy.
- Coordinated with technical teams to negotiate downtime and resolve scheduling conflicts.
- Ensured clear and timely communication of upcoming changes to impacted parties.
- Used change management tools to track and report change metrics and statuses.
- Performed post-implementation reviews to validate the effectiveness and accuracy of changes.
- Routed critical and BAU incidents to relevant teams within defined SLAs.
- Created and distributed comprehensive change management reports for leadership visibility.
- Ensured closure of implemented changes after successful deployment and verification.
PreEditor
Macmillan Publishing Solutions
Chennai
12.2017 - 05.2018
- Reviewed raw manuscript files for formatting consistency, grammar, spelling, and punctuation errors before editorial processing.
- Marked structural elements such as headings, tables, references, citations, footnotes, equations, and special characters.
- Ensured proper file naming conventions, template usage, and document integrity before handoff to the copyediting/typesetting team.
Data Conversion Operator
Thomson Digital
Chennai
09.2016 - 12.2017
- Managed end-to-end processes for both academic journals and Scopus-indexed book publications, ensuring accuracy.
- Contributed to quality control checks before final publishing.
Education
Bachelor of Science - Computer Science
Prince Dr.K Vasudevan College of Engineering
Chennai 07.2012 - 05.2016
High School Diploma -
Everwin Matriculation Higher Secondary School
Chennai 06.2011 - 04.2012
High School Diploma -
Everwin Matriculation Higher Secondary School
Chennai 06.2009 - 04.2010
Skills
Change Management
Incident Management
Release Management
undefinedCertification
ITIL V4 Foundation
Ticketing Tools
- Service Now
- BMC Remedy
Timeline
Lead Engineer
Prodapt Solutions
01.2023 - Current
Systems Operation Analyst
FIS Global
06.2021 - 01.2023
Helpdesk Associate
NTT Data
05.2018 - 06.2021
PreEditor
Macmillan Publishing Solutions
12.2017 - 05.2018
Data Conversion Operator
Thomson Digital
09.2016 - 12.2017
Bachelor of Science - Computer Science
Prince Dr.K Vasudevan College of Engineering
07.2012 - 05.2016
High School Diploma -
Everwin Matriculation Higher Secondary School
06.2011 - 04.2012
High School Diploma -
Everwin Matriculation Higher Secondary School
06.2009 - 04.2010