Rathnamala Harikrishnan

• Led critical escalation discussions and annual audits, ensuring effective team representation and alignment with organizational objectives.
• Enhanced data integrity and compliance standards by implementing robust storage and archiving procedures, improving compliance by 30%.
• Contributed to over 10 successful application releases, developing Standard Operating Procedures (SOPs) for knowledge sharing.
• Automated 15+ manual tasks, significantly improving operational efficiency and facilitating server onboarding for better monitoring.
• Actively participated in 4 Disaster Recovery operations, Business Continuity Management drills, and critical year-end activities in investment banking.
• Resolved longstanding communication gaps between L1 and L2 teams, clarifying roles and responsibilities to enhance operational efficiency.
• Documented every process to fill knowledge gaps for freshers, increasing team productivity from 60% to 90% through structured knowledge transfer initiatives.
• Implemented automation processes that reduced incident counts by 450+ on non-business days, significantly improving SLA indicators.

• Developed and supervised 5 custom chatbots using the Kore.ai platform, delivering human-like interactions for healthcare institutions.
• Enabled automated appointment scheduling and reminders for over 100 patients, enhancing patient experience.

• Addressed 200+ user queries related to card and payment systems for a leading banking group in Australia, utilizing tools like ServiceNow, Oracle Db2, BMC Control-M, and Splunk.
• Performed root cause analysis of reported issues to enact corrections.
• Researched and identified solutions to technical problems.
• Generated reports to track performance and analyze trends.

Received comprehensive training in Java, Python, and web application development, gaining fundamental insights into AI and ML.