Harish Chinnappa

Reporting to the VP Cloud Operations and responsible for the daily oversight and governance of Syniti's cloud operations support teams. Responsible for creating, evaluating, and refining existing cloud operations service delivery processes to ensure the right balance of alignment between ITSM best practices (Incident, Problem and Change Management)and those suitable for Syniti Cloud Operations.

• Oversee global cloud operations service delivery, including incident, problem, and change management, ensuring customer satisfaction for the Syniti cloud platform.
• Act as the primary escalation point for service delivery issues.
• Mentor and develop team members, addressing skill gaps and providing necessary training.
• Ensure adequate staffing and manage 24/7 scheduling.
• Drive changes in service delivery processes and ITSM tools for improved effectiveness and reporting.
• Ensure adherence to ITSM processes and SLAs, and work with the ITSM Process Manager to update procedures and train stakeholders.
• Define and review KPIs to assess process performance, lead improvement initiatives, and use CSAT survey results to enhance user experience.
• Participate in major incident reviews and manage ITSM projects with minimal supervision.

• Lead and manage a team of 20 Incident Managers, ensuring high-quality incident response during major outages.
• Represent the team in management and client calls, and in incident reviews.
• Handle client escalations and concerns.
• Report on SLAs and prepare daily, weekly, and monthly Incident Management reports.
• Collaborate with stakeholders to improve processes, build relationships, and develop departmental strategies.
• Implement and oversee the Incident Management process and its reporting procedures.
• Prioritize, plan, and execute project activities efficiently.
• Coach, develop, and manage team performance, including hiring and mentoring.

• Provide maintenance and support services for web-based applications
• Participate in integration, implementation, software updates, bug fixes, change requests, and Incident Management and application support activities
• Manage client relationship, lead offshore team, manage communication with onshore team.

• Manage and resolve critical incidents (Sev1 & Sev2) from start to finish.
• Prepare Root Cause Analysis (RCA) and Post-Incident Reviews (PIR).
• Provide real-time follow-up with global support teams for incident resolution.
• Oversee and coordinate activities throughout the ticket lifecycle.
• Ensure incident records are complete before handing over to Problem Management.
• Send incident notifications according to agreed processes.
• Lead bridge calls to coordinate efforts and restore services.
• Monitor support team updates and drive resolution within SLAs.
• Adhere to the global Service Restoration Management Process.
• Create Incident Timeline Reports immediately after resolution.
• Contribute to process and operational improvements.
• Work with Problem Management to create and track PBI incidents for RCA.