Kameshwaran R

• Problem Identification and Analysis: Identified and analyzed complex technical issues, conducting root cause analysis (RCA) to determine underlying causes, and implementing effective solutions.
• Problem Resolution: Developed and implemented fixes for problems, working with technical teams to ensure timely and effective resolution.
• Process Improvement: Developed and implemented problem management processes and procedures to improve efficiency, reduce problem resolution time, and enhance customer satisfaction.
• Stakeholder Communication: Communicated problem status and resolution to stakeholders, including customers, technical teams, and management.
• Knowledge Management: Created and maintained a knowledge base of common problems and solutions, reducing problem resolution time, and improving first-call resolution rates.

Key Achievements:

• Reduced Problem Resolution Time: Decreased average problem resolution time by 30% through efficient root cause analysis, and effective solutions.
• Improved Customer Satisfaction: Improved customer satisfaction ratings by 25% through timely and effective problem resolution.
• Cost Savings: Realized cost savings by reducing the number of repeat incidents, and minimizing the impact of problems on business operations.
• Proven experience in problem management, including problem identification, analysis, and resolution.
• Root Cause Analysis (RCA) - Skilled in conducting RCA to determine the underlying causes of problems.
• ITIL Foundation certified, with knowledge of IT service management best practices.

• Conducting comprehensive system audits to assess the organization's internal controls, processes, and procedures.
• Identify and evaluate the risks associated with the organization's systems and processes.
• Review and analyze data to ensure accuracy, completeness, and integrity of information systems.
• Performing tests, evaluating the effectiveness of internal controls, and providing recommendations to enhance operational efficiency and mitigate risks.
• ITGC controls, all ITIL areas (mainly change, incident, and problem management), RCAs, BCP/DR plan as per customer, access management – customer access and HCL access, onboarding and offboarding, system access, InfoSec, and IT controls. Governance, presentation sharing to customers, cybersecurity.
• Engage with IT leadership (AVPs, VPs, and Directors) and other stakeholders to provide updates on the status of audit findings and audit report (Ops Hi5 and DEI, ISOs, Facility Audit) risk mitigation efforts, and compliance activities.
• Coordinate with IT teams to ensure the timely resolution of internal and external audit findings related to infrastructure and operations.
• Maintain a centralized database or tool to track all audit findings, action plans, and deadlines.

• Identifying defects and the high-impact issues in the accounts, and reducing them via DPP (Defect Prevention Process). Raising investigations based on the Pareto analysis, PBAs, and process improvements in the tool called Autotrac (IBM tool for the global common repository of investigations) to eliminate waste and NVA (non-value add), which in turn adds value to our business and clients with IBM.
• Actively participating in Global DPP calls, DPP Cluster calls within Regional Delivery, and Best Practice Sharing calls with other competencies within IBM.
• Following up with the concerned team for the Root Cause Analysis (RCA) for Major Incidents (MI).
• Documenting RCAs and other artifacts that are quality-related.