Madhumathi Balakrishnan
Bangalore
Summary
Dedicated and highly skilled Incident Manager with a proven track record of effectively managing and mitigating diverse incidents in fast-paced environments. Experienced in incident response, risk management, and continuous process improvement. Adept at leading cross-functional teams, resolving critical issues, and minimizing operational disruptions. Strong problem-solving and communication skills ensure regulatory compliance and maintain a customer-centric approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Incident Manager
Ericsson Global India
Bangalore
04.2023 - Current
- Leading the Incident Update team, managing KPI for timely incident update as per the agreed SLAs, ensuring that there are no delays. Recorded KPI achievement for more than 3 consecutive months.
- Leading and coordinating the response to incidents, ensuring that the appropriate teams are engaged promptly.
- Implemented an automation strategy that updates progression information specific to the ticket in time, which has significantly reduced redundant activity and FTE engagement.
- Involved in automation testing for tool development and implementation
- Continuously reviewing and enhancing incident management processes, incorporating industry best practices, and lessons learned.
- Documented a Method of Procedure for basic Incident Management process that serves as a manual for new joiners.
Process Trainer
Meero Technologies
Bengaluru
08.2019 - 03.2022
- Created and updated training materials, modules, and resources to align with company policies, procedures, and objectives.
- Conduct onboarding training for new hires, introducing them to processes and tools required for their day-to-day activities.
- Identified skill gaps among employees and designed training programs to address these gaps, enhancing their performance and productivity.
- Provided training on Meero Technologies' products, services, and processes, ensuring that employees have a comprehensive understanding.
- Provided subject matter expertise in process improvement using Six Sigma methodologies.
- Developed and delivered training programs, including e-learning, and led the transition of customer relationship processes for multiple regions.
- Implemented data visualization dashboards using Looker.
- Delivered feedback on employee performance and coordinated leadership workshops to optimize productivity.
Catalog Specialist
Amazon
Bengaluru
08.2009 - 06.2015
- Managed and updated product data and information in the Amazon catalog
- Ensured accuracy, completeness, and quality of product listings.
- Created enhanced product listings with compelling and accurate content, including titles, descriptions, images, and other relevant details.
- Identifying opportunities for catalog enhancement and optimization.
- Conducted quality checks to ensure product listings adhere to Amazon's guidelines and standards.
- Monitored and ensured timely closure of trouble tickets, and managed inventory issues via the procurement portal.
- Conducted regular QA activities to identify process gaps and prepared training materials for process improvements.
Education
Bachelor's in Science - Computer Science
University of Madras
Chennai, India06.2008
Skills
- Incident Management Lead
- Continuous Improvement
- Process Improvement
- Power BI
- Remediation planning
- SLA management
- Service Credit and Relief
- Vendor Management
- Analytical Skills
- Conflict Resolution
- Risk Management
- Conflict Management
- Business Relationship Management
Certification
- Diploma in Data Science certified by Steinbeis University, Germany
- Six-Sigma - Yellow Belt
Languages
- English, Full Professional Proficiency
- Tamil, Full Professional Proficiency
Accomplishments
- Best Employee - Meero Technologies - June 2021
Timeline
Incident Manager
Ericsson Global India
04.2023 - Current
Process Trainer
Meero Technologies
08.2019 - 03.2022
Catalog Specialist
Amazon
08.2009 - 06.2015
Bachelor's in Science - Computer Science
University of Madras
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