Karthik Dhayalan

Lead - Major Incident Management

• Lead and manage MIM team to ensure 24/7 coverage and rapid incident response.
• Oversee scheduling, performance reviews, and training to maintain service quality.
• Oversee scheduling, performance reviews, and training to maintain service quality.
• Own the MIM process, ensuring SLA compliance, best practices, and continuous improvement.
• Define roles, delegate tasks, and optimize team performance.
• Conduct one-on-one meetings to address gaps, drive improvements, and provide feedback.
• Audit incident tickets, documentation, and PIR reports for accuracy and quality.
• Lead critical incident response to ensure timely SLA resolution.
• Handle escalations and facilitate real-time decision-making.
• Deliver incident reports and metrics to stakeholders; manage SLAs and KPIs.
• Host KPI review meetings with leadership.
• Collaborate with Operations, Problem, Change, and CMDB teams to analyze trends and improve processes.
• Chair Daily Service Review calls to assess recent incidents.
• Analyze data to identify recurring issues and implement corrective actions.
• Test new tools across environments during acquisitions for seamless integration.
• Partner with CMDB team to ensure accurate deployment of CIs and services.
• Work with CSI team to improve processes, documentation, tools, and reporting.
• Design and conduct quarterly Incident management training sessions to promote Incident management awareness and best practices.
• Announce policy, process, and tool changes across the organization.

Process Owner - Incident Management

• Proactively analyze daily open incidents and identify ageing incidents, multiple hopped incidents, understand the bottlenecks, drive resolution strategies through team huddles, thereby accelerating closure rates.
• Proactively analyzed open P2 incidents three times daily to identify ageing cases and multi-hop issues, escalated potential major incidents, and drove timely resolution.
• Design and conduct quarterly Incident Management online training modules and sessions to promote Incident management awareness and best practices.

Lead - Problem Management

• Lead and govern the Problem Management process, ensuring ITIL compliance and organizational alignment.
• Analyze incident trends to proactively identify problems and prevent escalation into major incidents.
• Drive root cause analysis (RCA) for recurring or high-impact issues, implementing permanent fixes and effective workarounds
• Spearhead proactive RCA initiatives, reducing reliance on reactive RCAs and minimizing incident recurrence.
• Collaborate with Incident, Change, and Configuration Management teams to ensure coordinated resolution and prevention.
• Manage and prioritize the problem backlog, ensuring timely resolution within SLAs.
• Provide reports and insights on problem trends, RCA outcomes, and resolution effectiveness to leadership.
• Facilitate cross-functional meetings to align corrective actions and long-term solutions.
• Mentor and guide the team, promoting continual service improvement (CSI) and best practices.

IT Security Governance Analyst

• Reviewed and approved firewall, proxy, and device configurations to ensure compliance with organizational security policies and governance standards.
• Managed change requests and tickets for configuration modifications, coordinating with implementation teams and submitting compliance evidence for audit readiness.
• Acted as a security governance authority, bridging policy requirements with technical execution and ensuring adherence to IT GRC standards.
• Collaborated with Network Architects and Firewall Engineers to troubleshoot connectivity issues, perform root cause analysis, and recommend rule modifications aligned with security guidelines.
• Served as the first point of contact for firewall-related incidents, reviewing rule sets and engaging engineers for deep-dive analysis and resolution.
• Oversaw upgrade lifecycle management, including firmware/software upgrades, compatibility checks, scheduling changes, and conducting post-upgrade validations with application teams.
• Maintained accurate documentation and configuration records to support audits, regulatory requirements, and organizational compliance.

SME Major Incident Management

• Driving efficiency and effectiveness of the Incident Management process, ensuring rapid service restoration and adherence to SLAs.
• Analyzing incident trends and leveraging historical tickets/KEDB to proactively prevent recurrence, reducing the need for reactive RCAs.
• Leading major incident response (Sev1/Sev2) in a 24x7 environment, including initiating Service Restoration Teams, setting up technical/management bridges, and managing stakeholder communications.

• Manage and lead a team of 45+ L1 agents, overseeing resource allocation, performance, and training to ensure efficient service delivery.
• Monitor and manage the Service Desk queue, ensuring SLA compliance, prioritization of high-impact tickets (P2/High), and timely resolution or escalation.
• Provide detailed reporting and trend analysis (hourly, daily, weekly, monthly) on call drivers and outages to clients and senior management, enabling identification of application issues and process improvements.
  

• Provided technical support for storage devices and routers , including troubleshooting connectivity issues, guiding setup for wired/wireless technologies, and ensuring smooth operation of hardware and software across Windows and Mac environments.