Ramanathan Lakshmi Narayanan
Chennai
Summary
Accomplished Senior Consultant at ATOS Global IT Solutions with expertise in service level management and team leadership. Successfully transitioned ITSM processes, enhancing operational efficiency by 30%. Proficient in problem resolution and business process training, fostering a customer-centric approach. Recognized for driving process improvements and mentoring teams to achieve high performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Consultant – GCM 05 – Lead
ATOS Global IT Solutions Pvt.Ltd
12.2021 - 09.2025
- Handled multiple accounts
- Supervised and supported team members in daily tasks and responsibilities, fostering a positive team environment that encouraged collaboration, motivation, and high performance.
- Identified training needs and facilitated professional development opportunities for team members, mentoring and coaching them to enhance their skills and career growth.
- Prepared and presented regular reports on team performance, progress, and management challenges, analysing data and metrics to identify trends and areas for improvement.
- Identified opportunities for process improvements and implemented best practices to enhance efficiency and effectiveness, encouraging team members to contribute ideas for workflow enhancement.
- Set clear, achievable goals for the team aligned with organizational objectives, monitoring progress and adjusting strategies as needed.
- Organized and led regular team meetings to discuss progress, challenges, and upcoming projects, facilitating discussions to gather input and feedback from team members.
- Addressed and resolved issues or conflicts within the team, collaborating with team members to develop solutions and improve processes.
- Create the monthly team shift roster, assist the team in completing their IDPs and other tasks, and coordinate and schedule the cross-training process.
- Project and work nature listed below:
Process Manager
National Savings & Investments, UK - BPO
11.2014 - 12.2021
- I managed multiple projects and streamlined them within the turnaround time. I review and update the Process SOPs weekly and provide effective and efficient solutions to complex process-related issues.
- Together with the Team Manager, I jointly control the workflow to ensure process efficiencies. I also optimize team performance and SLA productivity by conducting daily huddles to discuss process updates and share process scores.
- I act as the shadow team lead for the team. I worked as an Incident Manager, responsible for raising tickets whenever application issues arose.
- I call the Service Desk to explain the issue, obtain an Incident Number, and then send an email with detailed information to the Service Desk. I attend bridge calls to provide updates to the Service Desk and ensure the issue is monitored until resolved.
- I coordinate with on-site and offshore teams to prioritize transactions and conduct periodic training, including process training for advisors, orientation for new joiners, and refresher/cross-training for other teams. I ensure compliance with regulatory requirements by adhering to the Risk Management Framework and internal policy standards.
- Additionally, I prepare and publish periodic reports for management and brainstorm to implement process improvements. I directed and completed many Process Improvement projects and assisted the UK team in creating process maps and PDDs.
- I also created various types of matrices, including SLAP, Name, and Trace. As part of the Robotic Process Automation project, I continue to help the UK team with process mapping and PDD creation.
- I have successfully executed several Continuous Service Improvements (CSIs) to enhance operational efficiency and improve user satisfaction. Lastly, I completed my PACE Certification and received accolades for quality work.
Senior Officer
National Savings & Investments, UK - BPO
11.2004 - 11.2014
- Enhanced operational workflows across Sales Queries, Payments, and Death Claims processing. Streamlined team performance, achieving consistent excellence in quality and turnaround times. Received several best performer awards.
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
- Project: AGFA – Service Level Manager
- Using Power BI, I generate SLA reports to assess the performance of all processes and share them with the SDM for feedback. I analyze breached tickets, provide feedback to the team, and obtain corrective and B2G plans to prevent future breaches.
- I participate in DSR calls, provide updates on ongoing breach tickets to the SDMs, and instruct the team to seek client approval for mitigation if a breach is deemed invalid.
- Every month, I prepare the MOR presentation for all processes and present it to the customer, informing them about the performance of each process (SLA achievements). Providing raw data helps analyze the process from the customer's perspective.
- Updating the Slash tool with SLA performance enables us to communicate our performance on a global scale. Additionally, I send weekly reports to the SDMs to notify them of breach tickets and facilitate customer approval for mitigation when necessary.
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
- Project: Handicare – Service Level Manager
- I export both Response and Resolution SLAs from Power BI and distribute the reports to the teams for review and action. I analyse breached tickets, provide feedback to the team, and obtain corrective and B2G plans to prevent future breaches.
- I prepare raw data, and performance reports each month and share them with the team for action. The customer is updated monthly on the performance of each process (SLA achievements). Providing raw data assists in analysing the process from the customer's perspective.
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
- Project – Bayer – Service Level Manager
- Reviewed RSDD, updated the SI team, and defined SLAs.
- Monitored, reported, and prevented SLA breaches with stakeholders.
- Additionally, I work on exception tickets and submit them to the SI team.
Incident Manager
ATOS Global IT Solutions Pvt.Ltd
- Project - Siemens First Account:
- I collaborated with the TSM organization to ensure that closed outage tickets were reviewed by the end of the month. I worked with the team to establish a process for creating manual outages to address customer complaints about MIs not reflected in our availability report.
- I ensured that all SLM-related tasks were completed on or before their deadlines. I monitored unresolved End User Incidents and P2 On-Hold Incidents by notifying and following up with TSM and the relevant teams.
- I conducted assessments of under-cover Service Requests by monitoring and evaluating end-user tickets. I oversaw end-user tickets that had been aging for more than 25 days.
Incident Manager
ATOS Global IT Solutions Pvt.Ltd
- Incident Manager – Agfa:
- Served as a backup resource for the Incident Management function, facilitating knowledge transfer and maintaining service continuity.
- I ensure that proper functional and organizational escalation processes are utilized when handling major incidents. In terms of proactive incident management, I perform trend analysis and request the appropriate Root Cause Analyses (RCAs) from the relevant stakeholders.
- I handle P1 and P2 incidents, maintain the whiteboard for P1 and P2 during bridge calls, and identify potential SLA misses, escalating them according to the defined procedures.
- I conduct audits and share reports with the respective SDMs and teams, which include on-hold tickets, aged tickets, and resolved tickets. I also conduct audits for breached tickets and, if possible, mitigate tickets to prevent SLA breaches.
- Furthermore, I prepare and submit the weekly incident trend report to the client and contact the Service Desk (by phone or email) to create incidents.
- My responsibilities also include maintaining incident records, analyzing incident trends, and implementing preventive measures to reduce the frequency of recurring incidents.
- I have contributed to several CSIs that have streamlined incident resolution processes and improved service quality.
Problem Management & Escalation Management
ATOS Global IT Solutions Pvt.Ltd
- I possess extensive knowledge of Problem Management (PM) and Escalation Management.
Project Transition – Change Management and Service Level Management
DEFRA
- Successfully transitioned ITSM processes for a new client, improving operational efficiency by 30%.
- Created training documentation and conducted onboarding sessions for operations teams.
- Worked closely with client stakeholders to ensure seamless knowledge transfer and process stabilization.
- Ensured compliance with internal governance and client-specific regulatory requirements during the transition lifecycle.
- Monitored transition KPIs and provided regular updates to senior leadership and clients, ensuring transparency and accountability.
- Collaborated with cross-functional teams including delivery, infrastructure, and client stakeholders to define transition scope, timelines, and success criteria.
Education
Master’s degree - business administration, HRM
Alagappa University
India01.2012
Bachelor’s degree - commerce
Government Arts College
Tiruvannamalai, India01.1999
Skills
- Team management and incident reporting
- Service level and escalation management
- Problem resolution strategies
- Business process training and migrations
- Customer-centric approach
Certification
- ITIL 4 Foundation - Axelos
- PACE - Performance as Competitive Excellence - in-house training for managers
- Generative AI Overview for Project Managers - PMI
- Service Now Reporting
- Incident Management – Atos University
- Free Introduction: Basics of Disciplined Agile
- The Basics of Scrum
- Problem Management
Timeline
Senior Consultant – GCM 05 – Lead
ATOS Global IT Solutions Pvt.Ltd
12.2021 - 09.2025
Process Manager
National Savings & Investments, UK - BPO
11.2014 - 12.2021
Senior Officer
National Savings & Investments, UK - BPO
11.2004 - 11.2014
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
Service Level Manager
ATOS Global IT Solutions Pvt.Ltd
Incident Manager
ATOS Global IT Solutions Pvt.Ltd
Incident Manager
ATOS Global IT Solutions Pvt.Ltd
Problem Management & Escalation Management
ATOS Global IT Solutions Pvt.Ltd
Project Transition – Change Management and Service Level Management
DEFRA
Master’s degree - business administration, HRM
Alagappa University
Bachelor’s degree - commerce
Government Arts College