JANANI NANDAGOPAL
Chennai,TN
Summary
Focused professional targeting challenging assignments as ITIL Major Incident Manager, ITIL Process Consultant, Process Owner, Problem Manager and Change Manager & Infra Team Lead in IT industry with an organization of repute. Certified ITIL V3 Foundation professional with 10+ years of experience with strong domain knowledge of IT Infrastructure Management, Information Technology (Data Center, Production, Application, Support and Infrastructure) and Team Management. Experienced in IT Service Management, IT Best Practices, backed by a deep knowledge of ITIL Processes, Incident, Problem and Change management. Expertise in performing maintenance, backups and system upgrades including service packs, patches, hot fixes. Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT (turnaround time), thereby attaining client delight and high compliance scores. Knowledge of continual service improvement programs, root cause analysis, cordial relationship management with various levels of management and stakeholders. An innovative, creative professional with strong communication, analytical, interpersonal skill.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Management Lead / Assistant Consultant
Tata Consultancy Services
01.2023 - Current
- Actively contributed to the global execution of Problem Management processes in alignment with ITIL standards, ensuring consistency, quality, and effectiveness across business and IT functions.
- Led root cause investigations and permanent fix implementations for recurring problems, ensuring timely resolution within defined OLA/SLA targets, and eliminating reoccurrence through effective preventive measures.
- Monitored open problem records, proactively followed up on unresolved issues, and escalated as needed to ensure closure in a timely, structured manner.
- Played a key role in establishing a knowledge-centric culture by documenting known errors, workarounds, and quick fixes in the Knowledge Base, improving resolution times, and support accuracy.
- Delivered training and awareness sessions on Problem Management processes and root cause analysis techniques to IT delivery teams, fostering problem-solving maturity, and process adherence.
- Supported process governance by providing inputs to the Global Process Owner (GPO) for refining workflows and enhancing ITSM tool capabilities, based on hands-on experience and stakeholder feedback.
- Liaised closely with Major Incident and Incident Management teams to ensure a seamless handoff from incident to problem phases, improving overall resolution efficiency.
- Produced and presented detailed problem trend reports and executive summaries for management, enabling data-driven decision-making, and prioritization of service improvements.
- Initiated task forces to address high-impact or chronic issues, coordinating cross-functional teams, and driving service improvement plans to restore stability.
- Responded to stakeholder escalations effectively, managing expectations, and ensuring transparent communication around the root cause, resolution progress, and long-term remediation.
- Facilitated problem review calls, ensuring high-priority issues and vendor discussions were addressed.
- Championed a culture of continuous improvement by raising problems proactively, based on incident trend analysis, and driving permanent solutions across IT operations.
- Demonstrated strong interpersonal and cross-cultural collaboration skills by building cooperative relationships with peers, leadership, and external partners.
- Maintained composure under pressure, efficiently managing crisis situations, and facilitating problem resolution during high-severity events with a structured and diplomatic approach.
- Mentored junior engineers by modeling leadership behaviors, providing constructive feedback, and promoting process discipline, and analytical thinking in resolving systemic issues.
- Effectively communicated technical details to non-technical stakeholders, ensuring alignment on impact, business relevance, and remediation timelines. Led and coordinated all aspects of high-severity (P1/P2) major incident management, ensuring minimal business disruption through swift and structured response strategies.
- Managed the end-to-end lifecycle of major technology incidents, including identification, escalation, resolution, root cause analysis (RCA), and documentation.
- Assembled and coordinated cross-functional teams involving internal teams, client stakeholders, and third-party vendors during critical incidents.
- Ensured real-time communication with internal leadership and client stakeholders, providing frequent updates on incident status, impact, resolution progress, and expected timelines.
- Facilitated and documented comprehensive Root Cause Analysis (RCA) and Post-Incident Reviews, driving remediation plans, and continuous improvement initiatives.
- Logged all incidents and created performance dashboards to monitor incident trends, resolution times, and team performance metrics.
- Reallocated team resources and reprioritized workloads during major incidents to ensure effective use of support personnel.
- Participated in a 24/7 on-call rotation, responding to critical issues outside business hours, and ensuring seamless handoffs between shifts.
- Trained and mentored junior incident managers and support engineers on incident handling processes and communication protocols.
- Measure project performance to identify areas for improvement.
- Update and maintain information in the Known Error Database
- Good understanding of Incident and Problem Management processes and documentation as per standards.
Infra Tech Lead / Associate
Cognizant Technology Solutions
01.2022 - 12.2022
- Governance and risk management framework that responds to IT demands and paves the way towards achievement of company goals.
- Ensure IT service management principles are implemented, and that equipment, systems, processes, products and services all meet specifications and high-qualities standards.
- Monitors specific IT service or set of services for availability and performance and reports anomalies through predefined processes.
- Audit incidents / requests to be in par with the defined process and identify any process deviation.
- Defined SLA's and managed team performance relative to KPI's on an ongoing basis.
- Driven Daily Standup call and EOD call, Reviewed/updated the daily operations, Shared the updates to clients.
- Single Point of Contact (SPOC) for processing queries from the management team.
- Directly responsible for providing timely reports and updates to the management team.
- Provide managerial, organizational and technical escalation for issues and incidents.
- Assisted the team with day-to-day operational support activities, provided day to day operational support resources.
- Inculcated best practice sharing among teams, guidance and mentoring.
- Monitored performance of the teams and provided guidance to the team for process improvement.
- Responsible for Cost Savings and Productivity Improvement initiatives for the unit.
- Following up on all outstanding issues and preparing MSR, SMR, QoS, Incident and changes deck for month on month and presenting to the leadership and Stakeholders.
- Sharing Capacity Management report to the clients by collating the details with Internal support teams.
- Manager On Duty (MOD) - Working with Command Centre Operations and respective support teams by tracking every incident to closure during non-business hours.
- Asset management: Ensure that systems, processes and methodologies are maintained, followed to ensure effective monitoring, control and support of service delivery.
- Define and manage disaster recovery strategy for organization.
- To manage the client's IT infrastructure under various competencies like Incident, Change, Problem, Reporting and Service Level Management using ITIL concept.
- To make sure all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
- Problem Management - Identifying the recurrences of incidents. Determining the root cause and fixing the problem.
- Coordinating with respective Support teams and Creating Problem Record, Chasing towards closure.
- Change Management - Performing Scheduled change with given SLA and downtime as a normal and emergency change as per requirement.
- Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical Bridges further develop and maintain the incident management process.
- Provide input to and coordinate the development of the Incident Report (IR) and prevent the reoccurrence of a similar incident.
- Review performance of the team members and responsible for conducting training or development opportunities for the same.
- Maintain a schedule of formal service reviews with key stakeholders and management of the key 3rd party providers who provide the IT operational service.
IT Service Desk Shift Lead
Cognizant
08.2020 - 01.2022
- Responsible for maintaining Service level agreement (SLA) - monitored and managed IT Service desk resources effectively.
- Responsible for shift plan and ad hoc arrangements- Forecasted workforce requirement based on agreed service level (SL).
- Monitored floor live performance metrics, availability and adherences using Real Time adherence (RTA).
- Generated reports and decks for review meetings on a regular basis (weekly / fortnightly/ monthly) for business enhancement.
- Followed up on customer escalations / DSAT Analysis, tracked and maintained record.
- Addressed escalations by end users and tier 1 agents.
- Handled survey escalations and mentored agents appropriately.
- Performed health check to ensure all the applications and tools are ready to support the customers.
- Attended weekly calls with the onshore team for business enhancements.
- Handled a team of 10 members - responsible for managing team performance and progress.
- Driven metrics by analyzing data and performance patterns.
- Handled internal and end user impacted outages by coordinating activities with crisis management.
- Build a strong governance structure - Process Consolidation/harmonization - Standardization.
- Set the vision, direction and culture of the teams through individual and team performance expectations and goals.
- Continuous improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics.
- Regular interactions with engineering leadership to articulate feature requirements for toolsets, business logic for efficient handling of work volumes and recommend solutions to improve employee experience.
Process Associate
Genpact
12.2017 - 05.2019
- Managed and administered Active Directory using ADUC (Active Directory Users and Computers) for the creation, modification, and deactivation of user accounts, security groups, and organizational units (OUs).
- Designed and enforced Group Policy Objects (GPOs) to control user environment settings and enforce security baselines across domains.
- Created and configured home drives and mapped network shares based on user roles, improving access and data organization using login scripts and GPOs.
- Utilized Microsoft Exchange Admin Center (EAC) to manage user mailboxes, shared mailboxes, and distribution groups, ensuring timely email provisioning and access management.
- Handled permission modifications for distribution lists and shared mailboxes, ensuring proper delegation through Access Control Lists (ACLs).
- Supported user onboarding and offboarding processes, including profile creation, mailbox setup, group membership assignment, and access removal.
- Wrote and executed PowerShell scripts for bulk user creation, mailbox updates, group membership changes, and audit reporting, streamlining daily operations.
- Resolved service requests and incidents related to Active Directory, Exchange Online, and file access issues, ensuring adherence to SLAs.
- Participated in regular audits and compliance checks, generating access reports, login history, and group membership summaries using built-in tools and scripts.
- Collaborated with global IT teams to escalate and resolve complex identity or mailbox-related issues within multi-domain environments.
Junior Software Engineer
Tech Mahindra
03.2012 - 01.2015
- Responsible for providing IT assistance which includes application support, hardware, software installation and troubleshooting.
- Providing Remote support systems such as Server, Desktops, Laptops, Printers and Network L1 related issues.
- Queue Monitor / Escalation handling.
- Worked on incidents Queued - Created by tier1- Service desk.
- Analyzed and worked on bouncing tickets with a success rate of 96%.
- Expert in handling executive and escalation tickets.
Education
Bachelor of Science - Information and Technology
NPR Arts and Science College, Madurai Kamaraj University
Madurai01.2011
Skills
- ITIL V3 Foundation certified
- Networking fundamentals
- Project Management Tools
- IT service management
- Incident, problem, and change management
- Customer centric approach
Certification
- ITIL V3 Foundation
- Diploma in Data Science
Accomplishments
- Recognized by client and TCS leadership for effectively managing multiple high-impact incidents under pressure
- Reduced support ticket backlog by over 40% through Daily ageing call and follow ups , earning GEMS points and formal appreciation from Client for consistent performance and service excellence.
- Created Knowledge base articles to improve process with a success rate > 90%
Tools Used
- Service Now
- Zendesk
- LANDesk
- Sharepoint
- Solarwinds Alerting Tool
- Ivanti Service Manager
- Splunk
- Jira
- Confluence
- MS Office - Excel, Outlook, PowerPoint, Word
Disclaimer
Janani, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Service Management Lead / Assistant Consultant
Tata Consultancy Services
01.2023 - Current
Infra Tech Lead / Associate
Cognizant Technology Solutions
01.2022 - 12.2022
IT Service Desk Shift Lead
Cognizant
08.2020 - 01.2022
Process Associate
Genpact
12.2017 - 05.2019
Junior Software Engineer
Tech Mahindra
03.2012 - 01.2015
Bachelor of Science - Information and Technology
NPR Arts and Science College, Madurai Kamaraj University
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