Harikaran Velayutham
Service Manager (Major Incident Manager)
Chennai,TN
Summary
Dynamic Major Incident Manager with a proven track record at Cognizant Technologies Solutions, excelling in crisis management and problem resolution. Expert in implementing ITSM processes and fostering collaboration among teams, resulting in improved service delivery and enhanced customer satisfaction. Adept at metrics tracking and driving continuous improvement initiatives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Cognizant Technologies Solutions
12.2024 - Current
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Conducted post-resolution reviews with team members.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
IM/PM Lead
Equiniti
05.2022 - 12.2024
- Managed P1 and P2 bridges, coordinating business and technical teams.
- Initiated hierarchical escalations based on incident impact and criticality.
- Logged incidents, tracked repeat issues, and identified recurring patterns.
- Identified anomalies across HW, SW, OS, business applications, and services.
- Improved detection of systemic issues not captured through regular tickets.
Project Lead
Cognizant Technologies Solutions
04.2021 - 05.2022
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Enhanced client satisfaction by consistently delivering high-quality projects within budget and on schedule.
- Established clear performance metrics, enabling more effective tracking of project progress.
Incident Manager (payments)
ANZ Bank
08.2019 - 05.2020
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
Major Incident Manager
Standard Chartered Bank
03.2017 - 06.2019
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Established a robust incident reporting system to track progress and identify areas for improvement.
Incident Management Specialist (Telecom)
Nokia Networks
08.2016 - 04.2017
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
- Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
Systems Analyst
Computer Science Corporation, CSC
12.2012 - 06.2016
- Managed incidents and service requests throughout the lifecycle.
- Troubleshot hardware and software issues, and monitored cloud backups.
- Worked with Symantec Optic Analytics for backup monitoring.
- Handled Tape Library, VTL, Master, and Media Servers.
- Resolved critical backup failures and ensured environment continuity.
- Implemented strategic IT initiatives, contributing to overall company growth and success.
- Mentored junior analysts on best practices in systems analysis techniques, contributing to their professional growth.
- Provided critical support during system outages, minimizing downtime and business impact.
Monitoring Engineer
Nokia Siemens Networks
07.2010 - 11.2012
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Maintained up-to-date documentation on network infrastructure, facilitating easier troubleshooting during incidents.
- Established robust alerting mechanisms using customizable thresholds, allowing quick response to emerging issues before they escalate into critical problems.
- Streamlined communication between IT teams by creating comprehensive incident reports, leading to faster problemsolving.
- Implemented new network monitoring technologies after thorough research and evaluation, boosting overall system reliability.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Sri Muthukumaran Institute of Technology
Chennai, India 04.2001 -
Diploma - Electrical, Electronics And Communications Engineering
TSHPC
Chennai, India 04.2001 -
Skills
Major Incident Handling & Crisis Management
Problem Management & RCA
Service Delivery & Vendor Management
NOC Operations Monitoring Backup & Restore
ITSM, ITOM, KEDB
Project Coordination & Transition
Emergency analysis
Reporting requirements
Escalation management
Metrics tracking
Certification
ITIL V3
Timeline
Major Incident Manager
Cognizant Technologies Solutions
12.2024 - Current
ITIL V3
08-2023
IM/PM Lead
Equiniti
05.2022 - 12.2024
Project Lead
Cognizant Technologies Solutions
04.2021 - 05.2022
Incident Manager (payments)
ANZ Bank
08.2019 - 05.2020
Major Incident Manager
Standard Chartered Bank
03.2017 - 06.2019
Incident Management Specialist (Telecom)
Nokia Networks
08.2016 - 04.2017
Systems Analyst
Computer Science Corporation, CSC
12.2012 - 06.2016
Monitoring Engineer
Nokia Siemens Networks
07.2010 - 11.2012
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Sri Muthukumaran Institute of Technology
04.2001 -
Diploma - Electrical, Electronics And Communications Engineering
TSHPC
04.2001 -