Anil Lalchandani

Hyderabad,Telangana

Summary

Permanent Location: Hyderabad. A senior IT professional offering 10.10 years of experience across Incident Management; targeting senior-level assignments with a leading organisation PROFILE SUMMARY A keen planner & implementer with track record of implementing ITIL Service Management Framework Success in leading end-to-end perfection across Incident, Problem, Escalation and Change Management with excellent in managing issues that could impact end-to-end delivery operations, performing root-cause analysis for remedying technical difficulties and providing leadership/ direction Proven skills in managing communication for high priority incidents and any service disruption in infrastructure in a 24 7 environment; drove efficiency and effectiveness of the incident management process Possess strong technical acumen with the capability of understanding the customer or partner IT landscape, identifying opportunities and overcoming any technical obstacles through process improvement opportunities Impressive success in mapping requirements and designing solutions to address operational issues, resolve performance bottlenecks and achieve desired objectives; skilled in recommending IT infrastructure requirements and upgrading to ensure acceptable levels of Security, Disaster Management and Data Recovery plans Comprehensive experience of Service Integration, Vendor Management, Operational Risk & Resilience, Business Process Improvement, IT Audits and development of risk related control frameworks & practices Highly-skilled in establishing cordial relationships with stakeholders, technical teams & vendors for successfully executing concurrent projects; hands-on experience in managing global clients across US & UK Excellent track record of facilitating service restoration within the service level agreement with the customer

Overview

years of professional experience

Certification

Language

Work History

Bank of America – Incident & Continuity

Assistant Manager

08.2021 - Current

Automatic Data Processing Pvt. Ltd

Analyst

06.2017 - 07.2021

Wipro Ltd

Administrator

04.2012 - 06.2017

Job overview

Result Areas (across above):
Leading real-time incident management impacting the production environment and ensuring resolution within SLAs and TATs; prioritizing incidents according to their urgency and influence on the business
Ensuring timely escalations to Technology Teams including creating incident tickets, opening bridge lines, paging support teams and kicking off triage efforts
Contributing in triage efforts and directing technology teams to timely restore the services as well as implementing solutions to minimize the impact during triage
Functioning as coordinator between contact center and technology; notifying, communicating & coordinating for application problems or system outages and providing regular status updates
Assessing the severity of a system outage and production problem in regard to business impact and liaising with stakeholders to decide on immediate and long term actions
Spearheading & improvising Operations Incident & Alerts services, tools and procedures including participation in and influencing enterprise policy development and stakeholder meetings representing Operations & OIM
Participating in meetings for change management initiatives, understanding client’s requirement, assessing the effectiveness of change management approach and publishing change notifications
Developing proposals at an executive level to gain necessary support from partners across the enterprise and execute on implementation of new business strategies and system enhancements
Participating in leadership discussion infusing new ideas and bringing process improvement to enhance process efficiency while reducing time, manpower and risk
Streamlining & restructuring the existing business and IT processes in adherence with industry standards
Building strong relationship & rapport with enterprise partners including Operations Leadership, Product, Technology, Technology Major Incident Management (TMIM), Enterprise & Regional Banking Incident Management to influence outcomes
Identifying & mitigating risk; ascertaining the overall quality of the process and supervising the management of and compliance with the procedures, data models, policies, and technologies associated with the process
Representing the supported businesses in a CAB (Change Advisory Board) meeting to ensure that planned events do not disrupt or adversely impact their operational stability
Preparing post incident document along with technical teams to assist to identify the root cause of the incidents
Research and resolve agency notices for clients through mainframe applications
Work directly with customers and third party agencies to provide timely response to inquiries of the clients
Driving the efficiency and effectiveness of the incident management process; producing management information, including KPIs and reports for Incident management ACHIEVEMENTS
Collaborated with IT team and developed a tool for business to recommend and implement IT changes in banking applications reducing potential major incidents for about 5% year on year
Automation of the alert for minimizing impacts and streamlining the efficiency of end users resulted in reducing downtime time by 100+ hours
Simplified third party escalation matrix and devised new operational processes that led to 50% reduction time in vendor engagement
SOP Enhancement for change management process improvement.

Education

Wesley Degree College

B.Com computers

2012

Skills

ITIL Service Management
IT Infrastructure Management
Client/Stakeholder Engagement
Incident & Problem Management
Root Cause Analysis/ Troubleshooting

Change Management
IT SKILLS
ITSM Tools: BMC Remedy, ServiceNow, Jira and ehelpline
MS Office, monitoring applications (HP NNMI, Splunk and Solar winds), Microsoft Visio
Contact Center Applications NICE IEX, Avaya Genesys and others

Accomplishments

Aug’21 – Present
Jun’17 – Jul’21
Apr’12 – Jun’17