Adarsh Suresh C

Professional Summary

Dynamic IT Service Management professional with a strong foundation in ITIL-based service delivery, operational supervision, and enterprise system support. Experienced in leading IT operations across financial and surveillance environments, managing incident life-cycles, and implementing governance frameworks that enhance service reliability and SLA compliance. Recognized for driving operational efficiency, improving response times, and aligning IT services with evolving business objectives.

Core Competencies

IT Service Management (ITIL) Incident & Problem Management Change Management SLA Monitoring IT Operations Leadership Escalation Management Alerts Monitoring Systems Process Optimization Operational Governance Team Management

Professional Experience

Floor Manager / Shift Supervisor – IP Camera Monitoring

September 2025 – Present

MACOM – MACTECH IP Camera & Monitoring Surveillance · Thrissur, India

Supervise real-time monitoring of internal and client surveillance systems in compliance with SLA/SOP standards.
Manage 24/7 shift operations ensuring uninterrupted monitoring services.
Escalate critical security incidents as per defined escalation matrix.
Identify irregularities and implement corrective and preventive measures.
Coordinate with network and application teams to resolve connectivity and server-related issues.
Initiate and track incident tickets for hardware, network, and monitoring failures.
Maintain structured documentation and shift handover processes.
Drive operational efficiency improvements within monitoring workflows.

Assistant Manager – IT Service Management Analyst

March 2022 – September 2025

Manappuram Comptech and Consultants Limited · Thrissur, India

Lead ITSM operations supporting Loan Origination (LOS), Loan Management (LMS), and Financial Accounting systems.
Managed helpdesk operations ensuring SLA adherence and minimized downtime.
Directed incident, problem, and change management processes aligned with ITIL practices.
Developed executive dashboards and performance reports for senior leadership in AMS Head office
Provided end-to-end support for MACOM (Internal Audit Module) and MAHOFIN systems.
Coordinated cross-functional teams to enhance service quality and governance standards.

Technology Analyst

August 2019 – March 2022

Manappuram Finance Limited · Thrissur, India

Supported enterprise initiatives across .NET, RPA (UiPath), IoT, and Tableau.
Assisted leadership in governance, performance tracking, and digital transformation programs.
Prepared strategic dashboards and executive presentations.
Facilitated interdepartmental collaboration and knowledge-sharing initiatives.

Education

B.Tech – Computer Science & Engineering

Focus Institute of Science and Technology, Poomala

2015 – 2018

Diploma – Computer Engineering

Sree Rama Government Polytechnic College, Thrissur

2011 – 2015

VHSE – Computer Science

Vocational Higher Secondary School, Thalikkulam

2009 - 2011

Certifications

ITIL V4 Foundation — AXELOS

July 2023

Technical Skills

Tools & Technologies: Excel, Tableau, PLSQL, Web API, HTML, CCTV Surveillance Systems
ITSM & Governance: ITIL Framework, Help desk Management, SLA Monitoring, IP-Camera Management
Project Domains:ASP.NET,Business Analysis,Data Analytics,IP-Camera Command Center

References & Declaration

References: Available upon request.

Declaration: I hereby declare that the information provided is true and correct to the best of my knowledge and belief.