S Srinivas

• Managing end to end workflows for all Data Loss Prevention requests that are reported Creating and maintaining standard operation procedures for the team
• Tracking team performance and publishing dashboards both internally and for Genpact Leadership
• Providing support as a offshore support lead for escalations
• Driving governance across all portfolios to ensure DLP guidelines are adhered.
• Training and supporting new team members, maintaining culture of collaboration.
• Served as liaison, facilitating communication between management and associates.
• Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
• Defined work plans in alignment with stakeholder requirements.
• Managed customer relations through communication and helpful interactions.
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.

Process Improvements:-

• Reduced training time for new hires from 3 weeks to 1 week.
• Simplified process by eliminating duplicates and avoiding escalations.

Major Incident Management(MIM)

• Led end-to-end Major Incident Management (MIM) process for critical P1/P2 incidents across global IT infrastructure, ensuring 99.9% service availability.
• Managed war rooms and bridge calls with cross-functional teams, vendors, and stakeholders, driving rapid incident resolution and service restoration.
• Implemented incident triage, root cause analysis (RCA), and post-incident reviews (PIRs) to prevent recurrence and improve service resilience.
• Served as the primary point of contact for clients, addressing concerns promptly and professionally.
• Ensured compliance with industry standards and regulations through rigorous quality control measures.
• Reduced mean time to restore (MTTR) by up to 30% through proactive escalation management and structured communication frameworks.
• Drove executive-level communication during crises, preparing incident updates, impact assessments, and recovery timelines for CXOs and senior leadership.
• Partnered with Problem Management to identify trending issues and chronic problems, ensuring long-term fixes and stability improvements.
• Established Incident Management playbooks, SOPs, and escalation matrix to strengthen ITIL-based processes across business units.
• Coordinated with third-party vendors, service providers, and internal technical teams to ensure SLA compliance during major outages.
• Mentored and trained new Incident Managers, building a high-performing 24x7 incident response team.
• Recognized for driving process automation and monitoring improvements, reducing false alarms and improving proactive detection of incidents.

Problem Management:

• Led root cause analysis (RCA) for recurring incidents, reducing repeat issues by 30–40%.
• Managed Problem lifecycle (detection, logging, categorization, prioritization, investigation, resolution, and closure) following ITIL best practices.
• Coordinated with cross-functional teams (Infra, Application, Network, Security) to drive permanent fixes.
• Maintained and updated Known Error Database (KEDB) and workarounds for quick resolution of future incidents.
• Conducted trend analysis and created proactive problem records, preventing high-impact outages.
• Facilitated Problem Review Meetings with stakeholders to track progress and ensure SLA compliance.
• Developed problem dashboards and reports for leadership to improve visibility of recurring issues.
• Worked with vendors and third parties for complex problem resolution and escalations.
• Ensured documentation of lessons learned and improved knowledge base for future reference.
• Drove continuous service improvement (CSI) initiatives, minimizing business impact of IT issues.

Additional Responsibilities:

• Acting Team lead in the absence of Manager Promoted to Offshore Service Delivery Lead by the client
• Conducting Quality Audits for the team and providing feedback
• Conducting new hire training
• Dedicated SPOC for running monthly Business Continuity Plans for the Team (Long and short BCPs)
• Assigning ITSM activities for the team
• Conducting PKT's monthly for the team Built Knowledgebase for the team Conducting TelAlert Testing (Monitoring/Paging tool) every quarter Focal for a Paging tool called Tel-Alert Updating the tool on timely basis like Add, delete & edit as a tool administrator Processing Access request for all the new agents under client support
• Coordinating with teams regarding updating of new group
• Preparing Tel-Alert group reports and performing quarterly testing for the groups Preparation of Weekly Client reports: Americas Infrastructure Services ( AIS ) Ops review report ( Problem Management ), Regional Production Change Management Team ( RPCMT ) Agenda and Incidents missing Root Cause Analysis report (Problem Management) Worked as a part of Audit team in Preparation of Monthly Client Audit & Performance reports of the team
• Preparation of daily report for team's Schedule Adherence
• Re-designed Process tools for the team Managing and reviewing training documents Daily, Weekly and Monthly reports
• Managing and publishing Shift schedules Managing and publishing Team Performance data
• Managing Process documents
• Helped in building critical process tools such as Bridge status indicator, Tech team Page Generator
• Created a pictorial dashboard, which depicts a visual process flow
• Successfully handled transition and migration of knowledgebase from iSolve to Service now Provided multiple iApex ideas towards Lean process

Process improvement Projects:

• Tel-Alert Page text generator webpage creation
• Created another HTML page providing the ability to a) select and reserve a particular bridge b) and extract the bridge details in1-touch dial in format for recipients, leading to approx 90% time reduction in reaching to support teams for assistance
• Achieved over 90% data accuracy by streamlining incident quality audits and associated parameters. Also eliminating manual errors while auditing process.
• Created Internal Repository (libraries) in Genpact internal database, as part of process improvement that includes all the process updates, SOP's, Reports, FAQ's etc for the benefit of team and new joiners.
• Worked on TDR (Time to Detect & Respond) reporting, a key performance metric to measure how quickly incidents are identified, acknowledged, and acted upon; successfully reduced TDR from 60 mins to 30 mins, minimizing business impact and improving service availability.

Rewards & Recognitions:

• Received best employee award for 2012,2013 and 2015
• Received several appreciations from stakeholders and clients
• Received process pioneer award for effectively designing emergency staffing plan and managing operations smoothly during local elections.
• Received multiple Silver and Bronze awards for the best performer of the month Consecutively scored EE ratings in the process for over 32months
• Bravo Award for the Best Performer of the quarter
• Received award within the process for being consistent performer & taking good ownership Demonstrated strong organizational and time management skills while managing multiple projects.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Worked flexible hours across night, weekend and holiday shifts.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.

Brand band Responsibilities:

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Handling customer queries and providing technical support to the customers
• Monitoring Quality, Schedule Adherence, AHT and providing regular updates by interacting the Team leaders and Quality analysts
• Handling escalation calls
• Involved in co-ordination with the client and ensuring in getting timely response from the client for various queries
• Publishing schedule adherence and attendance reports of team members on daily basis
• Supporting new hires with their technical issues
• Respond to a customer's query correctly and quickly within a pre-determined time window.