Rohini Durai

Problem Management | Service Catalog Management | Service Delivery

• Managed 50+ Problem Records annually, reducing recurring incidents by 20% through proactive Problem Management and Root Cause Analysis (RCA).
• Improved Problem Resolution Effectiveness by 20% using 5 Whys, Fishbone Analysis, PIRs, and KEDB-driven corrective actions, reducing MTTR by 10%.
• Led end-to-end Problem Management, facilitating global reviews and driving corrective and preventive actions across cross-functional teams.
• Improved SLA Compliance by 15% through Service Quality Audits, Governance Reviews, and Continuous Service Improvement (CSI) initiatives.
• Optimized 50+ Service Catalog offerings, reducing Service Request Turnaround Time by 20% and improving fulfillment efficiency and customer satisfaction.

Project Manager | Delivery Manager | Scrum Master | Agile Lead | PMO | Production Support Manager

• Delivered 10+ cloud migration, application modernization, and enterprise transformation programs, achieving on-time, on-budget delivery while ensuring business continuity and operational stability.
• Led global cross-functional teams of 15–30+ resources across Infrastructure, Applications, Cloud, DevOps, and Vendor organizations, driving project delivery, service excellence, and operational performance.
• Improved delivery timelines by 15% and increased team productivity by 20% through Agile transformation, Scrum leadership, proactive risk management, and continuous improvement initiatives.
• Managed end-to-end project and service delivery governance, including scope, budgets, KPIs, resource planning, risks, dependencies, stakeholder communication, and executive reporting.
• Directed 24x7 production support operations and ITIL processes, including Incident, Major Incident, Problem, Change, and Service Request Management, improving service reliability and SLA attainment.
• Established PMO governance frameworks, KPI dashboards, executive reporting, and action tracking mechanisms, enhancing visibility, accountability, and strategic decision-making.

Infrastructure Operations|Service Delivery|Incident Management

• Supported 24/7 infrastructure operations for global enterprise customers, maintaining 99.9%+ service availability, and consistent SLA compliance across business-critical services.
• Implemented and optimized Nagios, SolarWinds, Zabbix, and New Relic monitoring solutions, enabling proactive detection of infrastructure issues, and reducing unplanned service disruptions.
• Developed Service Improvement Plans (SIPs), KPI dashboards, and governance reports, improving operational visibility, and driving measurable improvements in SLA performance and service quality.
• Led high-priority incident and escalation management, coordinating cross-functional teams to accelerate service restoration, minimize business impact, and improve customer satisfaction.
• Streamlined ServiceNow Incident Management processes, enhancing ticket prioritization, assignment efficiency, and resolution effectiveness to support operational excellence.