Lakshmi N
Chennai
Summary
Competent and professionally matured individual with demonstrated success of over 17 years of Service Management and has a wide exposure in Incident & Problem management. Presently working with Citicorp Services as Operational Risk Senior Analyst, Asia Pacific region. Adept in managing different IT services such as Application provisioning, Infrastructure services, network services & private cloud environment ensuring IT delivers as per the business requirements. A diligent role player with good communication, Leadership and Interpersonal skills, Quick learner, Adaptable, Excellent Organizational Skills, ability to prioritize Workload. An effective team player with proven abilities in working with cross functional and cross cultural teams across various geographies; guiding team members, mentoring & building competency of the team. Possess strong consulting skills & collaboration skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Risk Sr. Analyst
Citicorp Services India Pvt. Ltd.
Chennai
06.2022 - Current
- Identify and Asses the technology risks and engage stakeholders to determine Corrective action plans and Issues to remediate in timely manner
- Rationalized and Simplified Risk Management Activities regionally and within Country Coverage by managing workloads effectively with the assigned resources
- Institutionalize Cadence and Focus to drive Remediation for Global Event Management (GEM) across the ICG Line of Businesses
- Prepared Comprehensive Technology Governance document with key required items for country Governance procedures
- Proactively review the regional Issues and Corrective Action plans for the progress and timely completion
- Generated monthly Technology Risk management reports, presentations, presented findings and current progress to the Senior management
- Part of several Tech programs in Asia Pacific region like Functional ID remediation, building Hardware and Software inventory for regulatory submission, country surveys
- Prepares Corporate Scorecard for Risk & Control key metrics marked under the Country Operations & Technology head with inference
- Proactively assess the breach areas, highlight to Senior management, follow up with respective teams till the completion.
- Coordinated with other departments to ensure accuracy of data collection and analysis.
- Monitored performance metrics associated with existing data solutions and recommended improvements when necessary.
- Analyzed data from various sources to identify trends and patterns.
- Developed dashboards to track productivity and expedite remediation of issues.
IT Service Assurance, Asia Pacific
Citicorp Services India Pvt. Ltd.
Chennai
04.2018 - 06.2022
- A key member of the Infrastructure Team ensuring that the most effective resources are aligned in the restoration of business services, including follow through of root cause analysis and future prevention/risk mitigation within ITIL disciplines
- Performs in-depth investigation on identifying the Root Cause of Major Incidents thereby addressing the Service disruptions reported within Citi Infrastructure
- Publishes detailed Technical Postmortem Reports with suggested corrective and preventive Actions, with timescales on completion
- Identified the pain areas and collaborated with multiple technical groups to implement solutions of known errors and increase efficiencies
- Experienced in Service Improvement Programs, Thematic analysis on Change caused incidents, Code issues, Resiliency failures on critical applications within the organization
- Analyze incident volumes and trends to identify process or technological improvements which will reduce incident volumes, streamline their resolution, and reduce MTRS duration
- Manages the ASPAC Regulatory Reportable Incidents details and track until the completion of final report submission to respective Regulatory Jurisdictions
- Prepares Monthly Scorecard for APAC countries from all businesses to review and assess the weekly performance/highlights and Areas of improvement
- Identify process lapses and coordinate with senior stakeholders to revamp process wherever necessary
- Performs the Quality checks of ASPAC High severity problem tickets and prepare Problem Quality Audit report
- Prepares the Stability report for different Line of Business and publish the same for new initiatives to maintain the stability in managing the services
- Initiate Service improvement actions by performing Deep dive analysis of recurring incidents in the technological environment and accomplished the service stability within 90 days
- Prepares the senior management reports on ASPAC Service Quality Performance, Key focus areas for Improvement initiatives on region front
- Worked with Application, Infrastructure teams on the stabilization of Consumer banking, Markets, Network streams
- Appraised as a consistent top-level performer and been rewarded by management.
Senior Systems Engineer
Logica India Pvt. Ltd.
Chennai
03.2011 - 03.2017
- Performs Trend analysis of recurring incidents which affect the service
- Creates problem calls and co-ordinate with technical teams to investigate the root cause
- Root Cause Analysis and suggest Remedial/Preventive actions using 5 - WHY methodology
- Prepares Problem Closure Reports and Problem Status Report and chair the Problem Review Board
- Proactively create problem records to investigate and prevent potential service disruptions
- Performs quality check on the problem tickets and prepare Problem Quality Audit report
- Assess and report the KPI achievements
- Evaluate and present the Service Management performance during the Weekly Governance calls to Global Service Delivery team
- Reviews recurring incidents and interact with onshore service owners/TSMs to understand underlying issues or proactively prevent it from occurring
- Act as Delivery focal point and as trusted service advisor to the clients
- Driven SIP on unstable infrastructure to highlight underlying issues within the infrastructure, proposed solutions to fix them with Senior level Managers and made it stabilized
- Emphasize on the best practices to update the problem records, to facilitate accuracy in reporting
- Prepares training materials and update work instructions in Problem Management area
- Organize Trainings for the problem management and technical teams on new processes and tools, whenever necessary
- Analyze Problem management effectiveness quarterly to assess performance.
Associate Engineer
WIPRO Infotech Pvt Ltd
Mysore
07.2007 - 03.2011
- Ensuring the Problem management KPI’s and actual metrics as per the defined and signed off with Customers
- Conducts Periodic review meeting with the internal domains and customers
- Engages the technical domains to focus more on SOPs, SIPs, Repeat call Analysis on incident to ensure the reduction of incidents
- Discuss with domain leads, Program Managers & Ops Managers w.r.t their accounts to create awareness of the Problem Management Process and customizing according to their needs
- Coordination on any major changes for various customers, discuss with domain teams and customers to ensure the smooth rollout
- Conducts the CSAT survey and reviewing the results
- Responsible for Process Streamlining, identifying the gaps and giving solution to streamlining the process and domains
- Presents Pending Calls Reports to all the stakeholders, Alert Analysis, Repeat Incident Analysis, Engineer Productivity Reports, Proactive Call logging, Preparing Process Adherence checklist are the day-to-day activities
- Create and Maintain a KEDB for use by the team
- Periodically review and update the same
- Helped in preparing support guides for internal usage.
Education
B.Sc. (Biochemistry) -
Auxilium College of Vellore
01.2007
Skills
- Service Center
- Service Now
- ITIL V3 Intermediate
- PRINCE2
- Process Improvements
- Corrective Action Planning
- KPI Analysis
- Report Preparation
- Issue Identification
- Trend Analysis
Personal Information
Date of Birth: 05/04/87
Languages
- Tamil
- English
- Telugu
- Hindi
Certification
- ITIL V3 Intermediate
- PRINCE 2
Timeline
Operations Risk Sr. Analyst
Citicorp Services India Pvt. Ltd.
06.2022 - Current
IT Service Assurance, Asia Pacific
Citicorp Services India Pvt. Ltd.
04.2018 - 06.2022
Senior Systems Engineer
Logica India Pvt. Ltd.
03.2011 - 03.2017
Associate Engineer
WIPRO Infotech Pvt Ltd
07.2007 - 03.2011
B.Sc. (Biochemistry) -
Auxilium College of Vellore
- ITIL V3 Intermediate
- PRINCE 2
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