Valarmathi Devaraj

10+ years of experience in IT Operations, Incident Management, Major Incident Management, Problem Management, Change Management, and Service Management within enterprise environments. Lead end-to-end management of Priority 1 (P1), Severity 1, and business-critical incidents, coordinating cross-functional teams to restore services within SLA commitments. Facilitated incident bridge calls, war rooms, executive communications, stakeholder updates, and vendor escalations during high-impact service disruptions.

Experienced in Root Cause Analysis (RCA), post-incident reviews, trend analysis, and continuous service improvement initiatives. Strong knowledge of ITIL Incident, Problem, Change, and Major Incident Management practices with proven success in reducing service restoration time and improving operational stability. Hands-on experience with ServiceNow, BMC Remedy, Splunk, Wily Introscope, and enterprise monitoring tools.

Incident Coordinator - NJM Insurance

(2019-12)

• Lead Major Incident coordination during critical service disruptions, ensuring rapid service restoration and minimizing business impact.
• Facilitated bridge calls and coordinated infrastructure, application, database, and network teams during Priority 1 incidents.
• Provided timely stakeholder communications, incident updates, and resolution status reporting to business leadership.
• Managed incident timelines, escalation processes, and post-incident documentation in accordance with ITIL standards.
• Conducted root cause reviews and tracked corrective actions to prevent recurring incidents.

Application Support Analyst - Collabera / JPMorgan Chase - Delaware

(2016-02 - 2016-09)

• Respond to application alerts and issues
• Level-2 troubleshooting Applications/Infrastructure issues within benchmarked SLA's
• Responsible for reporting production impact details and communicate to management.
• Adhere to standards and processes for incident resolution.
• Maintain production support run documents for each application.
• Analyze and drive to Root Cause Analysis
• Strong knowledge of using tools such as Splunk, Wily Introscope, Microsoft Control Tool, Keynote, Madness
• Collaborate with Level-3 Application development/Engineering teams for additional support
• Implementing, Measuring and Improving all processes, procedures, and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment.
• Assist in testing and monitoring system changes implemented by the organization.
• Ensure compliance with JPMorgan Policies and procedures.
• Coordinated high-severity production incidents across multiple technology teams and vendors to restore critical banking services.
• Provided incident status communications to management and stakeholders throughout the incident lifecycle.
• Participated in post-incident reviews and RCA sessions to identify permanent corrective actions and service improvements.

Senior System Engineer - Bank Of America - Chennai, India

(2010-09 - 2011-11)

• Worked with team members in EMEA and US regions to provide L3 support.
• Lead Severity 1 and Severity 2 incident management activities, coordinating technical teams across EMEA and US regions to restore critical business services. Conducted RCA reviews, managed escalations, and ensured SLA compliance throughout the incident lifecycle.
• Creating/Modifying Group Policy Objects through change control.
• Deal with all kind of permission issue both NTFS and Share permissions.
• Actively participating on quarterly EMEA mandatory security patching.
• Carried out server decommissioning proactively as per the defined process in time to save the budget.
• Develop & establish operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services; evaluate overall operations of computing and IT functions & recommend enhancements.
• Worked with ServiceNow/BMC Remedy/Maximo/ITSM Change Management (Fast track/Normal/Emergency changes).
• Actively participating in the team meeting, discussing about processes/technical issues, understanding the Statement of work.
• Attended Weekly meetings with onsite manager and discussing about accomplishments/issues and challenges/Next steps (Weekend activities, new initiatives).
• Fetching team work reports from ticketing tools and preparing monthly schedule adherence reports in the desired format to provide it to higher.
• Managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs.
• Facilitated incident escalation calls and coordinated resolution efforts across infrastructure, application, and support teams.
• Provided executive-level updates during major service outages and tracked service restoration activities.

Technical Support Executive – Systems - IBM (Network Solutions) - Bangalore, India

(2010-06 - 2010-08)

• Active Directory Services (Global Catalog, Sites, Replication, Bridgehead Servers, Trust Relationships)
• GPO's and DFS.
• Support on call schedule for Production support.
• Installation and configure of IIS 5.0.
• Installation and configure of DHCP, DNS, FTP on windows server 2003.
• Printer Installation & troubleshooting.

System Administration – Intel Technician - DELL - PEROT Systems - Bangalore, India

(2008-05 - 2010-03)

• TSM backup and restoration on servers.
• Service packs & Security patches updates.
• Remote support to servers in different locations.
• Exchange management through console, health checks, monitoring.
• Downloading/Updating the packages from FTP server.
• Ticket management – Handling the tickets escalated by Service desk and Helpdesk.
• Daily monitoring of servers for critical errors.
• Online support to developers in Product development.
• Finding the route cause for the events and escalating to problem management.
• Monitoring and Managing Servers in case of system failure due to file system, Application, DB, Security, etc., and analyzing the problem strategies, generating the reports to submit to the engineering team to rebuild the server.
• Generated reports for Daily activities in Production environment.
• Created reports for Change management for upcoming processes.
• Experience in Managing IBM Tivoli.
• Supported 24/7 environment.
• Co-ordinate with hardware/Network/Storage teams for problem resolution.
• Maintained high level service level agreement (SLA).
• ITIL processes - Incident, change and Request management.
• All processes are being followed as per the standards set by the Organization and as per the requirements of Clients in specific cases.
• Daily Service Review.
• Service Restoration.
• Root Cause Analysis.
• Change Management.

Bachelor of Engineering - Electronics & Communication - Anna University