Mahesh Thoti

Major Incident Management

• Leading MIM team with 16 members to ensure the restoration is happening within agreed service timelines.
• Managing the delivery of the Major Incident Management functions for Telecom, Manufacturing, Banking and logistics clients
• In the event of an outage(Major Incidents- P1), ensuring the restoration of normal service operation as quickly as possible to minimize the impact on business operations.
• Ensuring the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.
• Providing the updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and workarounds that have been implemented.
• Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.
• Managing the core Major Incident functions to ensure compliance to SLAs and contractual obligations.
• Collaborating with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service.

Problem Management

• Leading the problem management lifecycle, including identification, logging, categorization, investigation, root cause analysis, resolution, and closure.
• Ensuring that problems are proactively identified, analyzed, and managed to minimize their impact on business operations.
• Driving the problem management review calls until the root cause is identified and publish the RCA to all related stakeholders within 5 business days.

Change Management

• Reviewing Change Requests and making recommendations on CAB approval with a view as to whether they can be implemented safely with the minimum of disruption.
• Coordinating with Change coordinators until the successful change implementation.
• Reviewing, risk assessing, and prioritizing changes and releases consistently and appropriately, and communicating the potential impacts clearly, to minimize change-related service outages and make sure the impact is truly understood.
• Working with Vendors, Service Managers, Incident and Problem Managers, and other stakeholders, to support decision-making in line with best practices.

Configuration Management:

• Overseeing day-to-day operations of configuration management, planning, coordinating and directing activities that will help in managing and enhancing the CMDB and the process.
• Controlling the receipt, identification, storage, and withdrawal of all supported CIs.
• Ensure regular housekeeping of the CMDB.
• Providing reports, including management reports and configuration status accounting reports.
• Directing, prioritizing and scheduling audits, ensures that any corrective action identified in Process and/or Database audits are carried out.

Governance and Reporting

• Performance Dashboard Analysis
• Track financial billing sheet as per the billing type (T&M, FP and RU) and ensure that revenue leakage is covered.
• Meet the financial target of Farming and Hunting business
• Identifying and managing risks and issues by standard processes.
• Drive Monthly and Weekly Deck Presentations with key stakeholders.
• Knowledge Management/SOP
• Automation Analysis and Adhoc Reporting
• Track all Action items and make sure to close them within ETA.
• Monthly QOS Submission on behalf of the project manager.
• Access Management (Onboarding/Offboarding)
• CMDB billing Analysis and Audits
• Tickets Queue Management
• People Management and Shift Management

• Managing the delivery of the Major Incident Management functions, hands on as required.
• In the event of an outage(Major Incidents- P1), ensuring the restoration of normal service operation as quickly as possible to minimize the impact on business operations.
• Ensuring the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.
• Providing the updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and workarounds that have been implemented.
• Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.
• Serving as an first escalation point of contact for 3rd party provided Major Incident functions.
• Preparing the internal reports for Major Incidents and review with leadership teams.
• Managing the core Major Incident functions to ensure compliance to SLAs and contractual obligations.
• Collaborating with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service.
• Review and publish the RCA to all relatedstakeholders within 5 business days.
• Reviewing Change Requests and making recommendations on approval with a view as to whether they can be implemented safely with the minimum of disruption.
• Reviewing, risk assessing, and prioritizing changes and releases consistently and appropriately, and communicating the potential impacts clearly, to minimize change-related service outages and make sure the impact is truly understood.
• Working with Vendors, Service Managers, Incident and Problem Managers, and other stakeholders, to support decision-making in line with best practices.
• Performance Dashboard Analysis
• Identifying and managing risks and issues by standard processes.
• Drive Monthly and Weekly Deck Presentations with key stakeholders.
• Knowledge Management/SOP
• Automation Analysis and Adhoc Reporting
• Track all Action items and make sure to close them within ETA.
• Publishing Daily Dashboards
• Monthly QOS Submission on behalf of the project manager.
• CMDB billing and Audits
• Tickets Queue Management
• People Management
• Primary coordinator for BCP

• Leading MIM team with 16 members to ensure the restoration is happening within agreed service timelines.
• Managing the delivery of the Major Incident Management functions for Telecom, Manufacturing, Banking and logistics clients
• In the event of an outage(Major Incidents- P1), ensuring the restoration of normal service operation as quickly as possible to minimize the impact on business operations.
• Ensuring the delivery of clear communication for major incidents, keeping all key stakeholders informed to agreed and appropriate levels throughout the incident lifecycle.
• Providing the updates to clients and leadership by way of outage notifications to keep them informed of progress to resolution and workarounds that have been implemented.
• Identify and implement continual service improvement opportunities across the Major Incident, Crisis Management, and wider Service Management functions.
• Managing the core Major Incident functions to ensure compliance to SLAs and contractual obligations.
• Collaborating with Technology Resolver Teams and Business Stakeholders to understand required service level indicators and to ensure service level objectives are met in terms of impact to service.

Problem Management

• Leading the problem management lifecycle, including identification, logging, categorization, investigation, root cause analysis, resolution, and closure.
• Ensuring that problems are proactively identified, analyzed, and managed to minimize their impact on business operations.
• Driving the problem management review calls until the root cause is identified and publish the RCA to all related stakeholders within 5 business days.

Change Management

• Reviewing Change Requests and making recommendations on CAB approval with a view as to whether they can be implemented safely with the minimum of disruption.
• Coordinating with Change coordinators until the successful change implementation.
• Reviewing, risk assessing, and prioritizing changes and releases consistently and appropriately, and communicating the potential impacts clearly, to minimize change-related service outages and make sure the impact is truly understood.
• Working with Vendors, Service Managers, Incident and Problem Managers, and other stakeholders, to support decision-making in line with best practices.

Configuration Management:

• Overseeing day-to-day operations of configuration management, planning, coordinating and directing activities that will help in managing and enhancing the CMDB and the process.
• Controlling the receipt, identification, storage, and withdrawal of all supported CIs.
• Ensure regular housekeeping of the CMDB.
• Providing reports, including management reports and configuration status accounting reports.
• Directing, prioritizing and scheduling audits, ensures that any corrective action identified in Process and/or Database audits are carried out.

Governance and Reporting

• Performance Dashboard Analysis
• Track financial billing sheet as per the billing type (T&M, FP and RU) and ensure that revenue leakage is covered.
• Meet the financial target of Farming and Hunting business
• Identifying and managing risks and issues by standard processes.
• Drive Monthly and Weekly Deck Presentations with key stakeholders.
• Knowledge Management/SOP
• Automation Analysis and Adhoc Reporting
• Track all Action items and make sure to close them within ETA.
• Monthly QOS Submission on behalf of the project manager.
• Access Management (Onboarding/Offboarding)
• CMDB billing Analysis and Audits
• Tickets Queue Management
• People Management and Shift Management

• Functional Testing and Regression Testing with expertise in Test Planning, Test Analysis, Test Design, Implementation and Test Execution