Rishikesh Mahajan

Incident Management: Managed end-to-end incident resolution by assessing urgency and validating priorities, performing technical and functional analysis, coordinating critical incident bridge calls with relevant technical teams and external vendors, tracking incident progress and action items, providing timely solutions and workarounds, and maintaining clear communication with stakeholders throughout the incident lifecycle to minimize service disruption and ensure smooth, timely service restoration.

Service Level Management: Monitored service performance against defined Service Level Agreements (SLAs) and operational targets, reviewed performance management metrics, and proactively identified potential SLA breaches or service issues. Configured and monitored alerts for exceptions and performance deviations, ensuring timely notification to relevant teams and enabling prompt corrective actions to maintain service levels and meet agreed business requirements.

Change Management: Actively participated in the end-to-end Change Management process for the Bank of Ireland project, with a key focus on major and critical changes. Coordinated with relevant technical and functional teams to track change activities, implementation progress, risks, dependencies, approvals, and outcomes, while providing regular status updates to the Bank’s Service Delivery Managers (SDMs) and Service Managers (SMs) to ensure changes were implemented smoothly with minimal impact to business services.

Problem Management: Actively participated in Problem Management activities for the Bank of Ireland project by supporting root cause analysis (RCA) of major, critical, and recurring incidents. Collaborated with technical and functional teams to investigate underlying causes, identify corrective and preventive actions, track problem records and action items through to closure, and ensure appropriate updates were communicated to relevant Service Management stakeholders to prevent recurrence and improve overall service stability.

Service Request handling: Managed end-to-end Service Request handling for the Bank of Ireland project by reviewing and validating standard requests, processing requests within defined procedures and SLAs, or routing them to the appropriate technical and functional teams for resolution. Monitored request progress, coordinated with relevant contributors, provided timely status updates to users and stakeholders, and followed up on outstanding requests through to successful closure.

Monitoring: Performed 24×7 application and infrastructure monitoring for the Bank of Ireland project, proactively reviewing system alerts and monitoring events to identify potential service-impacting issues. Assessed alerts for business and user impact, promptly engaged and escalated issues to the relevant technical teams, and initiated incidents where required. Maintained close coordination with support teams to ensure timely investigation and resolution, helping prevent potential issues from escalating into major or critical incidents and minimizing impact to business services.

Knowledge Management: Actively participated in Knowledge Management activities for the Bank of Ireland project by documenting lessons learned from incidents, major activities, and operational events. Captured key findings, resolution approaches, workarounds, and improvement opportunities, and shared relevant knowledge with support teams and stakeholders to promote knowledge reuse, improve operational efficiency, and prevent recurrence of similar issues.

Continuous Improvement: Actively contributed to Continuous Improvement initiatives for the Bank of Ireland project by identifying recurring issues, process gaps, and improvement opportunities through incident and service management activities. Gathered feedback and insights from users and support teams, communicated potential improvements to relevant development and technical teams, and supported the implementation of process and service enhancements to improve operational efficiency, service quality, and user experience.

Access Management: Supported Access Management activities for the Bank of Ireland project by coordinating and facilitating the provision of required system and application access to authorized personnel involved in planned changes and critical incident resolution. Worked with relevant technical and access management teams to ensure timely access provisioning, enabling support teams and stakeholders to perform required activities efficiently while adhering to established access control and security procedures.

Reporting: Prepared, reviewed, and validated regular Service Management reports for the Bank of Ireland, ensuring the accuracy and completeness of operational and service-related data. Consolidated key metrics and performance information, performed validation checks to identify discrepancies, and shared finalized reports with Bank stakeholders to support service reviews, performance tracking, and informed decision-making.

client-facing / stakeholder management: Prepared, reviewed, and validated daily Service Management reports for the Bank of Ireland, ensuring the accuracy and completeness of operational and service-related data. Conducted daily DSR (Daily Service Review) calls with Bank stakeholders, presented key service performance metrics, discussed incidents, changes, service requests, and other operational activities, and addressed queries and follow-up actions to maintain transparent communication and effective service management.

Jobs Monitoring: Monitored EDL (Enterprise Data Load) jobs to ensure successful and timely completion of scheduled processing activities. Reviewed job statuses and failures, identified potential issues or delays, coordinated with relevant technical teams for investigation and resolution, and provided timely updates and reports to stakeholders to minimize operational impact.