Lalith Kumar P
Bangalore
Summary
Intend to build a career with a leading corporate hi-tech environment with committed & dedicated people, which will help me to exploit my skills in the best possible way. Willing to work as a key player in a challenging and creative environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Change and Release Management
Cognizant Technology Solutions
Bangalore
03.2024 - Current
- Developed and implemented release management processes to ensure timely delivery of software products.
- Deployed patches and upgrades according to established change management policies.
- Executed change management protocols to promote successful adoption of new technologies and processes across the organization.
- Facilitated change management processes, supporting the organization and stakeholders through program transitions.
- Tracked and reported status of change requests in configuration management system to ensure transparency and timely updates.
- Updated customers and management on delays, emergencies, weather challenges, and carrier schedule changes to mitigate impact on operations.
IPC Lead
Kyndryl Solutions Pvt Ltd
Bangalore
03.2023 - 02.2024
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Handling MIM, Problem and Change Management for multiple accounts
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
Problem and Change Manager
IBM India Pvt Ltd/ Kyndryl Solutions Pvt Ltd
09.2021 - 03.2023
- Provided direction on problem management processes and proactive measurements/analysis to improve performance and quality for service support, delivery, and customer satisfaction.
- Collaborated with technical teams to investigate and resolve recurring incident trends, identifying root causes and implementing effective solutions.
- Initiated and completed post-implementation reviews for failed changes, securing sign-off from SMEs and customers, and identifying root causes through the RCA process with the problem management team.
- Ensured corrective and preventive actions are taken on each problem record.
- Follow up on problem tickets to make sure it is submitted to client within the agreed SLA.
- Review quality of the RCAs and work with technical teams to make necessary corrections.
- Review the RCAs with DPE and tower SDMs to make sure its good to submit to the client.
- Host the RCA review call and invite all the relevant stake holders to present the RCA to the client and communicate the lesson learnt. Provide preventive actions.
- Prepare SLA report, RCA trend across months, and year on year trend and present to DPE.
- Scheduled a call with the ServiceNow team to assess the feasibility of automation ideas.
- Conducted quality review, validation, and monitoring of change implementation, ensuring thorough initial validation and quality assessment of change requests.
- Review changes to ensure Implementation, Test and Back out plans with appropriate levels are provided with every change.
- Act as first point of contact for change related issues to resolve issues and drive solutions forward.
- Ensure all changes follow the change management process and highlight those that aren't so that corrective action (education, toolset changes, process changes, etc) may be taken.
- Chairs the CAB (Change Advisory Board) and ECAB (Emergency Change Advisory Board) Calls and distribute reports, schedules and minutes including statistics.
- Prepare and send the Report on regular basis like Weekly, Monthly Metrics, SLA Metrics, Expedited Change Metrics, CMS Audit, Failed Change and Task closure backlog Report, Monthly CPRM Deck, Change Analysis Deck Monthly & quarterly etc.
- Monitor and participate Standard, Emergency and any Normal Critical Change implementation and ensure the validation of change tickets for closure & authorization for change closure. Perform Change Closure/ backlog Follow-up.
- Prepared the CAB Agenda, and all necessary Artefacts for change management process.
- Prepared the CAB Agenda, and all necessary Artefacts for change management process.
Major Incident Manager
IBM India Pvt Ltd/ Kyndryl Solutions Pvt Ltd
12.2019 - 09.2021
- Driven all the major incidents until closure.
- Utilized OneView and CSW tools to communicate updates regularly until incident closure.
- Monitored escalation metrics to ensure timely responses.
- Captured timeline/chronology for all the major incidents and shared with the account team.
- Captured all the details like Incident#, location impacted, no of users impacted, business impact, etc.
- Collaborated with operations team to assess potential major incidents.
- Reviewed the list of changes implemented for the last 24 hours to check if the incident is caused by change.
- Provided proper handover to the next shift and updated the status.
Customer Service Representative, Senior representative, SME
IBM Daksh/IBM India Pvt Ltd
11.2010 - 12.2019
- SME for the PA Hotline Team partners with other IBM Teams, to provide a unique service that handles demanding issues which help close business for business partners, distributors and IBM sales reps.
- Delivered customer expectations according to Service Level Agreement.
- Assist IBM Business Partners to meet the customer's requirements.
- Managed escalation calls and performed follow-up calls to ensure timely resolution of customer issues.
- To ensure productivity targets are met and exceeded with quality on a daily basis.
- Provided phone, email, and chat support to North American and Canadian customers.
- Silent monitoring of calls to ensure the correct resolution and the quality standards are followed.
- Communicate with the internal teams for customer Satisfaction issue.
- Assisted IBM sales representatives in creating and troubleshooting quotes to ensure accurate submission and processing.
- Auditing the e-mail response and Chat response and providing quality feedback to the team members on a monthly basis.
- Assigning Sales Force cases to the agents and monitoring if it's responded to in a timely manner.
- Assigning Salesforce cases to the agents and monitoring if it's responded to in a timely manner.
- Communicate with internal clients on calls and explain the process growth and SLA's.
- Contributed to the manual testing team and completed three cycles of testing successfully.
- Communicate with the U.S Subject Matter Experts through conference call in case of any clarifications or updates of any process.
- Process Training- Training new Agents and team members and help them with process related Queries and ensuring that they maintain quality throughout.
Education
Bcom -
Bangalore University
Bangalore06-2010
Pre- University -
TES Pre University College
05-2007
SSLC -
Kairalee Nikethan Educational Trust
05-2005
Skills
- Change Management
- Release management
- Incident Management
- Major Incident Management
- Problem Management
- Service delivery
- MS Office Tools
Certification
ITIL V4
Disclaimer
I declare that the above-mentioned details are true to the best of my knowledge and belief.
Hobbies and Interests
- Travelling
- Listening to Music
Timeline
Change and Release Management
Cognizant Technology Solutions
03.2024 - Current
IPC Lead
Kyndryl Solutions Pvt Ltd
03.2023 - 02.2024
Problem and Change Manager
IBM India Pvt Ltd/ Kyndryl Solutions Pvt Ltd
09.2021 - 03.2023
Major Incident Manager
IBM India Pvt Ltd/ Kyndryl Solutions Pvt Ltd
12.2019 - 09.2021
Customer Service Representative, Senior representative, SME
IBM Daksh/IBM India Pvt Ltd
11.2010 - 12.2019
Bcom -
Bangalore University
Pre- University -
TES Pre University College
SSLC -
Kairalee Nikethan Educational Trust