Dhanush J

Infosys Limited

Senior Consultant – ITSM, Command Center & Transformation Lead

May 2016 – Present

• Leading enterprise ITSM and Command Center operations, managing a team of ~25 members supporting large‑scale infrastructure and application environments.
• Acted as Transition Lead for a US Banking client, delivering end‑to‑end transition from scratch including KT planning, SOP creation, runbook documentation, reverse KT validation, and customer readiness.
• Owned Major Incident Management (P1/P2), driving rapid triage, stakeholder communication, escalation handling, and executive updates.
• Executed ITSM processes (Incident, Problem, Change, Request) aligned to ServiceNow workflows, ensuring SLA adherence and service stability.
• Managed end‑to‑end monitoring and alert triage using BigPanda, Dynatrace, Micro Focus OBM, Sumo Logic, SolarWinds, integrated with ServiceNow for incident creation and tracking.
• Drove process improvements and automation adoption, resulting in ~75% reduction in escalations and ~50% reduction in manual effort.
• Delivered daily, monthly, and quarterly governance reviews with customers and senior leadership, covering performance, risks, outages, and improvement plans.

AI Program Leadership (Additional Responsibility)

• Leading AI enablement and adoption program for the project, identifying practical AI and automation use cases aligned to ITSM and operations.
• Acting as the AI program focal point, coordinating with leadership and delivery teams to drive awareness, adoption, and value realization.
• Supporting AI‑enabled improvements in incident handling, operational reporting, and knowledge management to improve efficiency and service quality.
• Ensuring responsible AI usage, change management, and alignment with enterprise AI governance guidelines.
• Recognized with multiple Insta Awards and Spot Awards for successful transitions, operational excellence, and customer satisfaction.

Tata Consultancy Services (TCS)

Major Incident Manager – Global Telecom Operations

Dec 2021 – Oct 2022

• Led global Major Incident Management for a telecom client supporting large‑scale 2G to 4G migration.
• Managed critical P1/P2 incidents across infrastructure and application layers.
• Coordinated bridge calls, ensured clear communication with business and technical stakeholders, and drove timely resolution.
• Governed RCA collection and Problem Management follow‑ups.
• Delivered daily governance updates to senior management on outages, risks, root causes, and corrective actions.

Wipro Infotech

Team Lead – Service Desk & IT Operations

Jun 2014 – May 2016

• Led pan‑India service desk operations supporting Banking, Public Sector, and Government customers.
• Delivered ITSM services across Incident, Request, and Work Order Management with strong SLA adherence.
• Managed end‑to‑end operational activities including OEM coordination, hardware replacement, logistics, and procurement.
• Supported high‑revenue customers such as HDFC Bank, SBI, and PNB, achieving strong CSAT scores.
• Anchored BCMS activities, WSR, MIR calls, and operational continuity exercises.Worked as service desk lead handling pan India critical banking, public and govt sectors customer accounts.
• Worked on ITIL process of handling incidents, work orders and service requests and providing ontime resolutions by providing proper business deliverables.
• Worked with multiple OEM's for hardware replacement and logistics, procurement, handling end to end operations by achieving SLA.
• Handled dedicated high revenue customers like HDFC Bank, State Bank of India and PNB with good CSAT by delivering the business requirements ontime.

Process Developer – KPO / US Client Operations

2009 – 2014

• Supported US tax verification and background verification processes, ensuring accuracy, compliance, and SLA adherence.