Jayalakshmi Kesavan
Bengaluru
Summary
As a Senior Major Incident Manager with strong experience in Service Management, I effectively lead bridges to resolve complex incidents in high-pressure situations. I work closely with stakeholders and vendors, using data to make quick decisions for fast resolution. I also lead post-incident reviews and participate in change and problem management to identify root causes and prevent future issues.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Critical Incident Manager
Betsol
Bengaluru
05.2023 - Current
- Managed and facilitated major incident bridges, ensuring timely engagement of all relevant teams (technical, operations, and vendor support) to drive rapid incident resolution and minimize business impact.
- Coordinate with teams and stakeholders to ensure effective communication
- Conducting the post-incident review calls and handing over the incident to the Problem manager.
- Conducted Root Cause Analysis (RCA) for high-priority incidents and implemented corrective actions, reducing the frequency of similar issues by 30%.
- Identify trends and patterns in incidents to proactively address recurring issues and prevent future incidents
Critical Incident Manager
NTT DATA
Bengaluru
05.2022 - 03.2023
- Led high-priority incident response calls (bridges), ensuring that all stakeholders were aligned on incident status, action items.
- Ensured that communication to all stakeholders was clear, concise, and sent on time, keeping everyone informed and aligned during the incident lifecycle.
- Actively participated in Change Advisory Board (CAB) meetings to assess and approve changes that could potentially impact critical systems.
- Led post-incident review (PIR) calls, collaborating with technical teams to identify root causes, document and implement corrective actions to prevent recurrence.
Critical Incident Manager
Mindtree Ltd
Bengaluru
10.2021 - 05.2022
- Coordinate and facilitate major incident manager activities & engage with various support teams by initiating P1 and P2 bridges to restore the services.
- Worked closely with the Service Desk, technical teams, and vendors to ensure effective communication and rapid resolution during high-impact incidents, minimizing downtime and service disruptions.
- Analyzing incident data, identify trends and patterns, and develop strategies for preventing future incidents
- Collaborating with other IT teams to resolve incidents and ensure seamless service delivery
- Managing relationships with vendors, suppliers, and other external partners to ensure effective incident resolution
Risk Investigator
Amazon Development Centre
Bengaluru
10.2020 - 09.2021
- Investigate and analyze suspicious activity, potential fraud, and policy violations across multiple Amazon platforms and services
- Review and moderate content, including product listings, customer reviews, and seller accounts, to ensure compliance with Amazon's policies and guidelines
- Manage risk and escalate issues to the appropriate teams or stakeholders as necessary
- Work closely with cross-functional teams, including customer service, and operations, to ensure alignment and effective risk management
- Handle sensitive and confidential information with discretion and maintain high standards of professionalism at all times
Critical Incident Manager
Accenture Solutions Pvt. Ltd
Bengaluru
12.2018 - 09.2020
- Manage the incident life cycle from start to finish, including communication with stakeholders, tracking progress, and ensuring timely resolution
- Coordinated with cross-functional teams to quickly resolve infrastructure issues and restore service
- Conduct regular Sync calls with CSAM's and other stakeholders to provide updates on ongoing incidents and ensure alignment
- Monitor incident trends and identify opportunities for process improvement and increased efficiency
- Ensured timely and clear communication with stakeholders during major incidents by sending regular status updates and incident resolutions, maintaining transparency and managing expectations.
Technical Support Associate
Teleperformance (Intelenet)
Bengaluru
06.2018 - 12.2018
- Troubleshooting technical problems with hardware and software products
- Generating and sending regular reports to management regarding technical support operations, including customer satisfaction, ticket resolution time, and product issues
Customer Support Voice
Hinduja Global solutions
Bengaluru
03.2017 - 11.2017
- Answering customer calls and providing technical assistance to resolve their queries and issues
- Generating and sending regular reports to management regarding technical support operations, including customer satisfaction, ticket resolution time, and product issues
Education
Bachelors - Computer Science and Engineering
Veltech multitech Dr. Rangarajan Dr. Sakunthala Engineering college
Chennai08.2016
Skills
- Incident management
- Root cause analysis
- Risk assessment
- Stakeholder communication
- Trend analysis
- Change management
- Post-incident review
- Teamwork and collaboration
Certification
- ITIL V4 Certification, NTT DATA - Oct 2022
Timeline
Critical Incident Manager
Betsol
05.2023 - Current
Critical Incident Manager
NTT DATA
05.2022 - 03.2023
Critical Incident Manager
Mindtree Ltd
10.2021 - 05.2022
Risk Investigator
Amazon Development Centre
10.2020 - 09.2021
Critical Incident Manager
Accenture Solutions Pvt. Ltd
12.2018 - 09.2020
Technical Support Associate
Teleperformance (Intelenet)
06.2018 - 12.2018
Customer Support Voice
Hinduja Global solutions
03.2017 - 11.2017
Bachelors - Computer Science and Engineering
Veltech multitech Dr. Rangarajan Dr. Sakunthala Engineering college
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