KARTHIK THANGAMANI
Chennai
Summary
IT professional with 13 years of experience in IT service roles, including 3 years as a Team Lead in cross-functional operations teams and 10 years in IT Service Operations. Expertise in managing and leading Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI) processes. Skilled in handling escalations, conflict resolution, and cross-skilling teams based on business needs. Committed to adopting new technologies, enhancing processes, and delivering exceptional IT support.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Engineer - Managed Services
Bounteous Digital Pvt Ltd
12.2022 - Current
- Developed and maintained strong client relationships through proactive communication and exceptional service delivery.
- Fostered open communication across teams and peers to achieve objectives and goals during critical events.
- Conducted in-depth incident investigations and prepared comprehensive reports for management review, implementing improvement initiatives.
- Applied best practices in change management to ensure smooth transitions during system updates or enhancements.
- Leading a cross-functional team for successful system implementation, ensuring a seamless end-user experience and boosting productivity.
- Facilitated bi-weekly and monthly governance meetings with external stakeholders and senior management.
- Led service management initiatives by coordinating cross-departmental resources to quickly resolve complex technical challenges.
- Managed risk identification and mitigation strategies to proactively address potential issues before they escalated.
- Optimized incident management reporting processes, resulting in faster issue resolution and enhanced efficiency.
MAJOR INCIDENT MANAGEMENT
TATA Consultancy Services (TCS)
01.2016 - 12.2022
- Managed the process of restoring normal service operations swiftly to minimize business impact and ensure continuity.
- Reviewed, recommended, and documented process improvements to enhance operational efficiency and effectiveness.
- Led incident management bridge calls with support teams, on-call application teams, and management to resolve critical issues.
- Managed change approvals while mitigating risks and performed root cause analysis to prevent recurring issues.
- Service Delivery & SLA Management: Consistently met service delivery SLAs by optimizing resources to ensure timely incident resolution and improving customer satisfaction.
- Continual Service Improvement (CSI): Identified and led process improvement initiatives, working with leadership to enhance IT service performance and operational efficiency.
- Managed escalations as the first point of escalation within the Major Incident Management (MIM) team.
Process Trainer & SME
TATA Consultancy Services (TCS)
04.2014 - 01.2016
- Led On-the-Job Training (OJT) sessions for new hires before their final assessments.
- Performed random audits to improve trainee performance and ensure high-quality results.
- Hosted daily stand-ups with the team and status meetings with the client to ensure project alignment.
- Analyzed in-flight data and provided solutions to resolve issues efficiently.
- Certified Process Trainer successfully trained 3 new hire batches and 1 cross-skilling batch.
- Reported trainees' performance to Platform Leads and Delivery Managers.
- Handled escalations for critical issues, ensuring timely resolutions.
- Conducted regular performance assessments for trainees and provided reports to the Learning & Development (L&D) team.
Technical Engineer
TATA Consultancy Services (TCS)
01.2012 - 04.2014
- Provided technical support and assistance to customers experiencing a wide range of computer issues, troubleshooting and resolving problems for employees and customers, particularly in larger organizations.
- Delivered remote technical support sessions to resolve customer application-related issues.
- Promoted remote technical support and antivirus sales based on customer needs.
- Utilized various client tools to verify, update, and modify customer information upon request, ensuring accurate service desk records.
- Documented troubleshooting steps and provided timely resolutions to customers via scheduled calls and emails.
Education
Bachelor of Arts - Mathematics
The New College
Chennai05.2011
Skills
- ITIL Framework
- Major Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- ServiceNow
- JIRA Service management
- Disaster recovery solutions
- JIRA
- Confluence
Certification
- ITIL V4 Foundation Certified from PeopleSoft.
- Train the Trainer Certified from TCS.
- Lean Six Sigma Green Belt Certification from TCS.
- Step up - silver phase certified in leadership skill from TCS.
- Step up - gold phase certified in leadership and managing skills from TCS.
Personal Information
- Date of Birth: 03/09/90
- Gender: Male
- Nationality: Indian
Timeline
Lead Engineer - Managed Services
Bounteous Digital Pvt Ltd
12.2022 - Current
MAJOR INCIDENT MANAGEMENT
TATA Consultancy Services (TCS)
01.2016 - 12.2022
Process Trainer & SME
TATA Consultancy Services (TCS)
04.2014 - 01.2016
Technical Engineer
TATA Consultancy Services (TCS)
01.2012 - 04.2014
- ITIL V4 Foundation Certified from PeopleSoft.
- Train the Trainer Certified from TCS.
- Lean Six Sigma Green Belt Certification from TCS.
- Step up - silver phase certified in leadership skill from TCS.
- Step up - gold phase certified in leadership and managing skills from TCS.
Bachelor of Arts - Mathematics
The New College
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