Lojini Murugesvara Kannan

Project Name: LLOYDS OF LONDON

Domain: Banking & Insurance

• Own and manage the end-to-end lifecycle of major (P1/P2) incidents, ensuring swift resolution and minimal business impact.
• Lead crisis calls and war rooms, coordinating with cross-functional teams including infrastructure, application support, and vendor partners.
• Serve as the primary point of escalation and communication during critical incidents, ensuring timely updates to executive stakeholders and business units.
• Drive root cause analysis (RCA) and post-incident reviews (PIRs) to capture lessons learned and prevent recurrence.
• Collaborate with Problem Management teams to track recurring issues and drive long-term resolution plans.
• Ensure incidents are managed in accordance with ITIL best practices and established service level agreements (SLAs).
• Maintain and continuously improve the Major Incident Management process, including documentation, workflows, and escalation protocols.
• Utilize monitoring tools and incident dashboards to identify potential threats and proactively mitigate risks.
• Prepare and distribute detailed incident reports and executive summaries with technical and business impact analysis.
• Train and mentor support teams on incident response protocols and escalation procedures.
• Tools: ServiceNow, Jira

Key Achievements:

• Reduced average incident resolution time by 90% through improved coordination and automation.
• Led response to over 250+ high-severity incidents annually with zero SLA breaches.
• Designed and implemented a standardized Major Incident Management playbook, enhancing response consistency across teams.