Lakshminarayanan Nallathambi

• Conducted regular reviews of service management systems to ensure optimal performance and accuracy of data.
• Drafted responses to escalated customer inquiries in a timely manner ensuring all relevant information was included.
• Researched and led investigations into various areas to drive improvements and devise new processes.
• Coordinated with other departments to resolve customer complaints quickly and efficiently.
• Assessed current processes used by the organization for providing customer service, making recommendations for improvement where necessary.
• Developed training materials for new employees on the use of service management software tools.
• Facilitated communication between various teams involved in providing efficient resolution of problems experienced by customers.
• Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.

• Owner of Problem Management Operations for Banking business verticals such as Retail, Private and Wholesale Banking
• Perform impact analysis to validate incident priority to ensure accuracy of business impact that would ensure timely problem resolution based on correct priority.
• Conduct debrief call for high impacted incidents for Business stakeholders from various Banking divisions and Business Relation Heads of Banking Regions across globe.
• Manage Business stakeholders expectation by channelizing feedback from Business to IT and vice versa to maintain objectivity and accuracy of solution.
• As SME, provide feedback and work with members of Problem review Board (PRB) to enhance problem management governance.
• Provide weekly PRB report to Customer experience response Team(CERT) and Banking Regions, Technology Management Heads to CTM) Team to enhance critical banking systems by implementing necessary countermeasures.
• Perform trend analysis based on events and repeated incidents to invoke Proactive problem management.
• Review problem management process and amend standard operating procedures as per the agreement from stake holders across the domains within the bank.
• Enable continual improvement of IT Operations to positively impact Business outcomes.

• Develop control mechanisms/ governance for new processes and conduct related training.
• Own and drive Process Standardization Initiatives.
• Responsible for ensuring that the problem management process meets the defined standards.
• Define SLA metrics for problem management in the ITSM tool(Service Now).
• Review Problem Management performance, highlights and low-lights.
• Update / maintain the Process maps, Interface manuals and Work Instructions as required.
• Perform trend analysis to bring improvements out of proactive problem management.
• Work on Continual Service Improvements.
• Integrate knowledge management process with problem management to develop and maintain KEDB.
• Analyse and categories the root cause/countermeasures based on People, Process & product to identify critical areas that leads to major business disruption.

• Responsible for a team of 7 members to conduct Root Cause Analysis, Coordinate Incident and Change.
• Create Workflows for SM tools like ,Service Now,IBM Impact and IBM Maximo.
• Perform behavioral analysis to identify the gaps and come up with mitigating actions.
• Prepare weekly and monthly process and service related reports and share it with stakeholders
• Monitor the trend across Services like Infra, Service Desk, EUC and perform root cause analysis on potential and repeated issues
• Manage PIR meetings to negotiate failed changes representing change Management.
• Perform thorough analysis on the major incidents and identify the knowledge issues and provide inputs to various service lines to define technical procedures.
• Conduct monthly meeting with customer to discuss on the problem management performance based on the agreed KPI and SLA.
• Streamline the process by eliminating waste and improve operational efficiency

Deputed as a consultant and performed the role of incident manager in "Scope International" Chennai.

Coordinate end to end resolution by owning Incidents affecting SCB’s Managed Production IT Services.

• Achieve major deliverable through proper Severity assessment based on the Business Impact of an Incident.

• Escalate Productions Support wherever and whenever needed to bring in the necessary traction to have Incidents resumed through major incident management.

• Provided level 1 support for the core banking application (EBBS) which included the batch monitoring.

• Notify the level 2 support about the job failures through the monitoring tool control M.

• Resolving the incident tickets pertaining to user understanding, report generation and other functional issues were also part of the BAU including the incident management activities by implementing the best practices of ITIL.