Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lakshminarayan Y

Bangalore

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products and Dynamic ITSM Team Lead with a proven track record of implementing and optimizing Information Technology Service Management practices for IPC roles, ensuring streamlined processes, enhanced service delivery, and team collaboration within a fast-paced and results-driven environment

Overview

10
10
years of professional experience
1
1
Certification

Work History

Infrastructure Service Manager

EF
Bangalore
12.2023 - Current
  • Responsible for managing Major, Critical and High priority Incidents & changes throughout their lifecycle.
  • Manage & drive Telecommunication, Cloud, Network & IT infrastructure escalated incidents to resolution.
  • Initiating, chairing bridge meetings with support team and other stake holders.
  • Ensuring that the escalation processes are followed.
  • Ensuring Incidents are managed and resolved within the SLA and escalate to escalation point if the same nearing to breach.
  • Prioritization of incidents and communicating agreed impact to stake holders through standard channel.
  • Coordinate with technicians of different domain support groups and vendors for incident resolution/updates.
  • Coordinate with technical groups of different domains for problem resolution for Major incidents.
  • Assist in Preparation of problem records to resolve major incidents.
  • Conducting post Major Incident Review (MIR) calls and running them with improvements discussed and recorded and follow up on them to make sure they are actioned.
  • Represent the Service Management Team in daily major incidents review call with internal Management team.
  • Preparing and presenting weekly and monthly deck to showcase the process progress effectively to the client.
  • Log all Incident details, allocating categorization and prioritization specifications.
  • Overseeing all Incidents for timely action and restoration.
  • Monitoring of P1/P2 tickets and taking the actions necessary to meet SLA & KPI.
  • Major Incident with a priority of “Critical” or “High”, client facing Priority 1 (Critical) and Priority 2 (High)
  • Managing user escalations for Incidents and user service requests & Reporting.
  • Ensured continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
  • Ensuring that key support information such as emergency contact lists is kept up to date.
  • Working closely with the Problem Management team to help them in RCA for all the P1 issue.
  • Ensuring the upkeep of our inventory systems and SOPs, with particular emphasis on critical systems, informed by insights from the Major Incident pipeline.
  • The SMIM proactively seeks ways to improve Incident Response capabilities during both routine and major disruptions, utilizing tools like the Configuration Management Database (CMDB), Knowledge Management (KM), and Business Continuity Plan (BCP) mapping

Marketing & Testing Engineer

Vijay Engineers
Bangalore
11.2014 - 11.2024
  • Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans.
  • Planned marketing initiatives and leveraged referral networks to promote business development.
  • Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
  • Completed in-depth reviews of market conditions and customer preferences.
  • Mainly worked on PCB maintenance and designing for industrial equipment.

Team Lead

Teksystems
Bangalore
03.2017 - 03.2024
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Monitoring and management of ITSM ServiceNow queue (dashboard and reporting) and prioritization of P1 and P2 tickets.
  • Ability to get the right support team based on the incident and Perform escalation to ensure quick resolution of the incident.
  • Conducted thorough root cause analysis investigations to identify and eliminate the underlying causes of recurring incidents.
  • Conduct post implementation reviews for failed change and Conduct Change management meetings / CAB / ECABs maintain change calendars and ensure we do not have conflicting changes on the same CI at the same time communicate the impact of the change to all relevant teams to avoid unnecessary incidents.
  • Maintained comprehensive incident documentation, providing a valuable knowledge base for future reference and continuous improvement.
  • Developed and monitored key performance indicators (KPIs) to assess incident response times, resolution rates, and overall service quality.
  • Manage change management activities including change impact assessments on the project and monitoring and assessment of the performance and success of business readiness change management activities upon the project and/ or activity completion.
  • Created change requests for decommission of distribution points and followed by SDLC and agile methodologies.
  • Managed Incident management bridge calls with support teams, on call support application teams and management.
  • Collaborated with cross-functional teams to implement CMDB best practices, resulting in improved change management processes and increased operational efficiency.
  • Implemented proactive strategies for identifying potential problems before they escalate into incidents, reducing overall service disruptions.
  • Established a knowledge-sharing culture by documenting and disseminating lessons learned from problem resolution to enhance the team's collective expertise.
  • Worked at various levels-Development on IM/CM/SR/PM/CMDB/PM/KM modules and debugging.
  • Led initiatives for continuous improvement in problem management processes, resulting in increased system stability and enhanced end user satisfaction.

Process Associate

Genpact
Bangalore
02.2016 - 03.2017
  • Operating systems: Android, IOS, Win XP, Win Vista, Win 7, Win 8 & Win 10.Mail configuration in Mac using exchange troubleshooting outlook.
  • Adding users to Distribution list and account lockout issues.
  • Microsoft Exchange Server related issue and VPN.Prepare monthly Dashboards and shared it with management/Client.
  • Handling Network related issues
  • Assessed products or services to evaluate conformance with quality standards.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Education

Master of Science - Computer And Information Sciences

VIT University
Vellore, India
11-2014

Bachelor of Science - Electronics And Communications Engineering

P C Jabins Science College
Hubli, India
06-2012

Skills

  • Infrastructure Management
  • Incident Management
  • Customer Service Management
  • Work Planning and Prioritization
  • ITIL
  • ITSM
  • IPC
  • CMDB
  • Vendor Relationship Management

Certification

  • ITIL - June 2023
  • PROJECT MANAGEMENT- Feb 2024
  • SCRUM MASTER - Nov 2023

Timeline

Infrastructure Service Manager

EF
12.2023 - Current

Team Lead

Teksystems
03.2017 - 03.2024

Process Associate

Genpact
02.2016 - 03.2017

Marketing & Testing Engineer

Vijay Engineers
11.2014 - 11.2024

Master of Science - Computer And Information Sciences

VIT University

Bachelor of Science - Electronics And Communications Engineering

P C Jabins Science College

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