IT Service Management · Thrissur, Kerala

I keep business-critical services running.

ITIL v4-certified operations leader with 7+ years across financial services, service desk leadership, and 24/7 command centre operations. I turn incident queues, SLAs, and shift handovers into reliable, measurable service.

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Experience

Newest first, from command centre floor back to automation and analytics.

  1. Sep 2025 – Present

    Floor Manager

    MACOM – MACTECH IP Camera & Surveillance

    Lead shift operations for 24/7 electronic security surveillance of client branches and MACOM offices.

    • Supervise video streams, security alerts, Safe GPS device alerts, and footage storage against agreed SLAs and SOPs.
    • Escalate irregularities through the defined matrix and track each one to resolution.
    • Coordinate clients, vendors, network teams, and application teams on camera, GPS, connectivity, and server issues.
    • Run proof-of-concept evaluations for new projects and train monitoring executives on procedures and tools.
  2. Mar 2022 – Sep 2025

    Assistant Manager, ITSM Analyst

    Manappuram Comptech & Consultants Ltd.

    Managed IT service desk operations for business-critical financial and enterprise applications across group companies.

    • Led a 35-member service desk handling 80,000+ incidents and service requests a year.
    • Standardized incident, problem, and change management using ITIL principles.
    • Built Tableau dashboards and PL/SQL reports to monitor SLAs, KPIs, and service trends.
    • Supported HRMS, loan origination and management, file movement, and internal audit systems.
    • Ran root-cause analysis and post-incident reviews to stop recurring issues.
  3. Aug 2019 – Mar 2022

    Technology Analyst

    Manappuram Finance Limited

    Supported workflow automation, business applications, and reporting with technology and business teams.

    • Automated repetitive business processes with UiPath.
    • Developed and maintained .NET business applications and supported IoT integrations.
    • Created Tableau dashboards for management reviews and resource planning.

Skills

Service management

Incident, problem, and change management; root-cause analysis; SLA and KPI monitoring.

Command centre operations

IP camera and GPS alert monitoring, escalation management, shift coordination.

Leadership

Service desk management, team training, client and vendor coordination, project coordination.

Technology

Tableau, PL/SQL, UiPath RPA, .NET applications, Drupal.

Improvement

SOP implementation, documentation, proof-of-concept evaluation, continuous service improvement.

Consulting

Technical & SEO consultant, Moms on Teaching

Project-based work for an online tuition platform: tuned Drupal performance and usability using analytics, built location-specific landing pages with technical SEO to reach students and parents, and advised on the architecture of a Flutter student management and tracking app.

DrupalTechnical SEOAnalyticsFlutter architecture

Education and certification

ITIL v4 Foundation in IT Service Management2023
B.Tech, Computer Science & Engineering
Focus Institute of Science and Technology2015 – 2018
Diploma, Computer Engineering
Sree Rama Government Polytechnic College2011 – 2015

Let's talk about your service desk or command centre.

adarshcherukayil@gmail.com
Email hello@adarshc.inLinkedInDownload Resume