Gokulakrishnan S

• Drive Infrastructure Cost optimization agenda (on-perm and cloud); increasing Business efficiency, reducing operational risk, service stability, executing remediation activities and delivering projects to the highest possible standards in collaboration with CIO team.
• Promoted a culture of cost-consciousness throughout the organization, ensuring teams were mindful of expenditures in day-to-day operation.
• Conducted training and awareness programs for the product team and cross-functional teams on cost-saving strategies and efficient resource utilization.
• Conducted regular capacity planning assessments to ensure optimal resource allocation and avoid unnecessary spending on underutilized hardware and software.
• Negotiate favorable contract terms with vendors and suppliers, reducing operational costs without compromising quality or service delivery standards.
• Representing DAB Meeting (Deal Approver Board)- To challenge procurement on the basis of T&A strategic alignment, cost difficulties, and the overall goal and purpose of the proposal.

Incidents reduction Efficiency Programme (LPIR)

• The Incident Reduction program was initiated to weed out the “noise” and allow a more proactive problem management of “real” incidents
• This results in increased stability, higher customer satisfaction and creation of capacity in the existing workforce to drive more strategic initiatives
• Focuses on preventing incidents from occurring in the first place, rather than just reacting to them.
• This involves proactive monitoring, root cause analysis, and implementing preventative measures. Key elements include identifying trends, improving self-help options, and leveraging best practices across all CIO teams

Capacity Efficiency Program: Project Oprah:

• Establish a Demand & Capacity Management Model for Infrastructure Services
• The objective of Project Oprah is to establish a Demand & Capacity Management Model for Core Infrastructure Service
• Conduct lean Action Workouts to deep-dive in identified areas to eliminate process waste and add to efficiency
• Implemented and developed operational standards, policies and procedures.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit

• Support Service Governance- SSG Team is a niche, senior group with diverse strengths and our goal is to Improve process Stability
• We aim to Enforce, Evaluate & Improve existing PSS processes and Governance in Incident / Problem / Change Management Process Governance & MIS Reporting
• Conduct OGM (Operational Governance meeting) and Service review meeting with stakeholders
• Acting as catalyst between the Operations and Technology teams for quick closure of the tickets raised for Incidents / Problem / Change
• Preparing Trend analysis and identifying the risks involved from the incident tickets submitted
• Generating ageing report on tickets and action items to identify the instances of missing TAT. Publish frequent reports pertaining to user compliance and process check for audit purposes

• Major Incident Management & DR Operations- Technology & Strategy Business Operations
• Key Deliverables – Act as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure, and to ensure that service recovery is handled expeditiously and that systematic issues and problems are addressed proactively and are communicated to senior management and executive levels for awareness and prioritization
• Moderate/ manage weekly Senior Stake holder meetings, to discuss on Incidents which had impacted Bank on following grounds Financial/Reputation/Regulatory/customer and to identify improvements/ expert opinions on alternative resolution/ report analyses risks to group Risk committee
• Analyzing IM KRI (Key Risk indicators) pertaining to failure in meeting severity3 resumption SLAs'
• Preparing Key Operating Procedures, Documents of Understanding and Run Books during Transition
• Also closely associated with change management to ensure approaches are deployed , risks and issues are managed and mitigated, and an approach of post implementation continuous improvement is embedded + CAB approvals.

• Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
• Collaborate with Executive Leadership (CIOs/CTMs/TSMs) for decision guidance, as necessary
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates.
• Highlighting risks and issues in actions identified during any Incident review call and evaluating recovery actions to ensure that a recovery plan exists or is being actively produced

• Point of contact for all low priority Incidents
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Monitor and Follow-up the Noncritical ones till closure
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.

• Provide Enterprise Technical Support that includes all OS (Client Versions) related issues, application(s), basic hardware and network related issues
• Ensure tracking and achieving set KPI for upkeep of process performance
• Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible
• Handle escalation and give feedback to L1 agents when required
• Developed and lead a culture of quality, consistency, continuous improvement and teamwork
• Followed-up on support issues with customers to ensure that problems are resolved and customer service is improved

• Determine customers' technical needs and provide them with appropriate solutions
• Install hardware, software and device drivers on standalone computers
• Manage network configurations to ensure that all computers on a network can communicate effectively.
• Test computers peripherals, hardware and software to ensure that they are working appropriately
• Upgrade software, patches and operating systems on a continuous basis
• Troubleshoot hardware and software problems