Summary
Overview
Work History
Education
Skills
Timeline
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Aswin R

Coimbatore

Summary

Dynamic Senior Engineer with a proven track record at LTIM, excelling in major incident and problem management. Expert in critical thinking and cross-functional collaboration, I enhanced IT service reliability and drove continuous improvement of KPIs. Passionate about stakeholder communication, I effectively resolved complex issues while leading a high-performing team.

Overview

11
11
years of professional experience

Work History

Senior Engineer

LTIM
Coimbatore
06.2022 - Current
  • Led a team of 12 to manage major incidents across 10 client accounts, ensuring swift resolution.
  • Implemented structured processes for incident identification, escalation, and resolution, reducing recurring IT issues.
  • Maintained service-level agreements (SLAs) and tracked key performance indicators (KPIs) to ensure operational continuity.
  • Conducted comprehensive root cause analysis to enhance reliability and performance of IT services.
  • Collaborated with cross-functional teams to investigate and resolve complex technical problems.
  • Managed escalated customer issues while focusing on service quality and user satisfaction.
  • Facilitated Change Advisory Board (CAB) meetings to review and approve change requests aligned with business goals.
  • Prepared impact assessments and stakeholder analyses to support change planning and minimize risks.

Senior System Engineer

Wells Fargo EGS
Bengaluru
06.2020 - 04.2022
  • Established problem management team, overseeing post-incident reviews for major service outages.
  • Managed problem management reports to identify trends through event, incident, and problem analysis.
  • Collaborated with cross-functional teams to develop quality root cause analyses, reducing network failures.
  • Provided feedback on end-to-end problem management workflow effectiveness to process leader.
  • Maintained Known Error database according to established lifecycle protocols.
  • Represented problem management in service review meetings with stakeholders.
  • Tracked problem management metrics, driving continuous improvement of KPIs weekly and monthly.

Senior System Engineer

Cognizant
Bengaluru
03.2019 - 03.2020
  • Joined six-member team as Major Incident Manager to strengthen incident response strategies.
  • Collaborated with support teams to assess business impact for priority incidents.
  • Facilitated communication processes to manage stakeholder expectations during incidents.
  • Generated major incident reports and conducted breach analyses for senior management.
  • Maintained knowledge base aligned with service upgrades and continuous improvements.
  • Recorded relevant information during incidents to ensure comprehensive understanding of impacts.
  • Engaged with clients and stakeholders to restore services within SLA requirements.
  • Partnered with Problem and Change Management teams to proactively analyze trend cycles.

IT Analyst

HCL Technologies
Chennai
12.2014 - 05.2018
  • Provided on-site and remote Tier 2 technical support for over 3,000 users.
  • Trained new hires and managed user inventory to maximize operational efficiency.
  • Monitored urgent tickets and escalated issues for timely resolution.
  • Addressed priority incidents escalated by Tier 1 support to ensure high service quality.
  • Identified potential threats to business operations through proactive monitoring.
  • Conducted investigations on major incidents, driving swift issue resolution.
  • Participated in root cause analysis meetings to refine incident management processes.
  • Recorded information for knowledge base articles, enhancing team resources.

Education

Mechanical Engineering

Sree Sakthi Engineering College
Coimbatore
04-2014

Skills

  • Major incident management
  • Problem management
  • Change Management
  • Escalation management
  • Telephone etiquette
  • Process improvement
  • Cross-functional collaboration
  • Root cause analysis
  • Stakeholder engagement

Timeline

Senior Engineer

LTIM
06.2022 - Current

Senior System Engineer

Wells Fargo EGS
06.2020 - 04.2022

Senior System Engineer

Cognizant
03.2019 - 03.2020

IT Analyst

HCL Technologies
12.2014 - 05.2018

Mechanical Engineering

Sree Sakthi Engineering College

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Aswin R