Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
PERSONAL DETAILS
Timeline
Generic

Prathap K

Chennai

Summary

Dynamic Change Manager with a proven track record in meeting organizational needs and enhancing processes within collaborative environments. Known for exceptional communication skills and strong task prioritization, driving projects to successful completion. Expertise in strategic planning, stakeholder engagement, and risk management ensures smooth transitions during periods of change. Committed to fostering positive work cultures while achieving operational excellence.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Major Incident Manager

Infosys Ltd.
Chennai
08.2024 - Current
  • Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
  • Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
  • Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
  • Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
  • Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
  • Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
  • Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
  • Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
  • Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
  • Acted as an escalation point for unresolved or difficult major incidents.
  • Created playbooks outlining procedures for responding to different types of major incidents.
  • Maintained up-to-date knowledge of industry trends related to incident response and management.
  • Developed communication plans for informing stakeholders about major incident status updates.
  • Ensured compliance with internal policies related to incident management processes.
  • Conducted periodic reviews of existing processes related to incident management and made recommendations for improvement.
  • Facilitated discussions between various stakeholders regarding strategies for resolving major incidents quickly and efficiently.
  • Developed and managed standardized response processes for maximum efficiency.

Release Manager

TCS
Chennai
01.2022 - 08.2024
  • Created presentations and infographic for platform release enhancement communications
  • Coordinated scheduled releases and updates
  • Created deployment plans
  • Automated the manual work related to deployment configuration in day to day tasks
  • Improved deployment procedures with automation documenting the deployment procedures
  • Documented change logs accurately in build and deployment processes
  • Supported code repository governance and version tracking
  • Coordinated in planning, readiness until deployment of major upgrades, migrations and transitions
  • Worked with the ITSM implementation tool experts to customize the requirements of the business
  • Collaborated with project developers, quality assurance team members and business analysts
  • Collected, modelled and analysed data in order to make proactive adjustments to plans and meet all milestones
  • Planned and orchestrated end-to-end processes
  • Provided strategic plans to senior management for approval by internal stakeholders and aligned development teams
  • Collaborated with software development project departments to align engineering efforts towards prescribed release schedule deadlines
  • Oversaw deployment of operating system patches, security improvements and hardware compatibility updates
  • Recruited subject matter experts to tackle advanced release deficits and unforeseen development obstacles hindering scheduled iterations
  • Managed release validation through development, testing and production phases
  • Set release management lifecycles according to internal business goals and ongoing development realities
  • Managed simultaneous and multiple releases across various platforms and within diverse portfolios

Sr. Problem Manager

Six Sigma - Tata Consulting Service
Chennai
04.2021 - 01.2022
  • Responsible for the process within their unit, working with the Problem Manager to ensure compliance and process maturity
  • Oversees the effort of documented Problems within their unit
  • Works with necessary support groups in IT to ensure swift resolution of Problems that are owned by their unit
  • Analyzes recurring Incidents and identifies Problems
  • Acts as training resource within member's functional unit
  • Participates in the regularly scheduled Problem Process Committee meetings
  • Support Senior Management by providing, or contributing to periodic reports/presentations
  • Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) - e.g.: Problems open, closed, problems with no Post mortems done, Problems with no tasks, Problems ready for closure etc

Problem/Incident Manager

Nokia Networks
Chennai
12.2014 - 04.2021
  • Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
  • Record and classify received incidents and problems to undertake an immediate effort in order to restore a failed Service as quickly as possible
  • Point of contact for all Major Incidents
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incidents' status at agreed intervals
  • Associate Incidents with other records (i.e Incidents, Changes, Problems, Knowledge Articles, Known Errors)
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with users and resolve Incidents in ITSM tool
  • Escalate Major Incidents to the Incident and Problem Manager
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Owns all Incidents and Service Requests throughout the lifecycle

Embedded Engineer

Power Soft Systems
Chennai
08.2013 - 11.2014
  • Track / manage the software development and implementation of the core specifications by working with the software development and quality assurance teams
  • Work with product & project management, hardware design and development, cloud software team to deliver successful end-to-end solutions
  • Support the development of assigned task planning with Program Management
  • Work with software development partners on planning, execution, release, and integration of third-party software components
  • Work with product owners in the evaluation / development of core specifications
  • Design and develop automated unit, component and system tests in parallel with product software development
  • Execute automated and manual exploratory tests
  • Design and develop embedded network applications on Linux platform in a Scrum/Agile environment
  • Assist software platform architects and other developers and technical writers in creating software platform documentation
  • Develop and execute test plans for OS functionality
  • Assist software quality assurance team members in creating and evaluating software testing plans
  • Develops firmware for new measuring / positioning tools for the construction industry in an internationally distributed team
  • Creates and contributes to specifications, project plans and firmware design

Education

Master of Engineering - Power Systems Engg

St. Joseph's college of Engineering
04.2013

Bachelor of Engineering - EEE

Arunai Engineering College
04.2011

12th -

Indian Metric Higher Secondary School
Harur
04.2007

10th -

P.D.R.V Metric Higher Secondary School
Harur
04.2005

Skills

  • Release Management
  • Change Management
  • Problem Management
  • Cross-Functional Project Coordinator
  • Strategic Release Planning
  • Data Interpretation
  • Service management
  • SLA management

Certification

ITIL V4 Foundation Certified

Accomplishments

  • Got client and organization top management appreciation on rendering exemplary performances towards ITIL Process development (independently) which involved lots of challenges and risks
  • Got organization top management appreciation for carrying out Project operational activities successfully

PERSONAL DETAILS

Father's Name: Karunanidhi. V 

Date of Birth: 12/20/1989

Nationality: Indian

Languages Known : English, Tamil, Hindi

Timeline

Major Incident Manager

Infosys Ltd.
08.2024 - Current

Release Manager

TCS
01.2022 - 08.2024

Sr. Problem Manager

Six Sigma - Tata Consulting Service
04.2021 - 01.2022

Problem/Incident Manager

Nokia Networks
12.2014 - 04.2021

Embedded Engineer

Power Soft Systems
08.2013 - 11.2014

Master of Engineering - Power Systems Engg

St. Joseph's college of Engineering

Bachelor of Engineering - EEE

Arunai Engineering College

12th -

Indian Metric Higher Secondary School

10th -

P.D.R.V Metric Higher Secondary School

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