Open to opportunities

LAKSHMI RAVICHANDRAN

@lakshmiravichandran

Message

Highly experienced IT professional seeking Major Incident Manager role.

Zimbabwe

Message

What I'm looking for

I am looking for a role that allows me to leverage my incident management expertise while fostering a collaborative team environment and driving process improvements.

I am a highly experienced IT professional with over 5 years in IT service management, specializing in major incident management. My journey began in 2014, where I honed my skills in incident resolution and process improvement. I have a proven track record of managing high-impact incidents across various IT systems, ensuring minimal downtime and optimal performance.

In my role as Major Incident Lead, I successfully managed critical application outages and network infrastructure failures, leading cross-functional teams to resolve incidents efficiently. My efforts led to a 30% improvement in incident resolution time, showcasing my commitment to driving business success through effective incident management processes. I am passionate about mentoring junior team members and fostering a collaborative environment that enhances team performance.

Experience

Work history, roles, and key accomplishments

L3 Windows Server Incidents

TechM

Jan 2016 - Dec 2019 (3 years 11 months)

Provided expert-level troubleshooting and resolution for Windows Server incidents. Managed major incidents, including root cause analysis and corrective actions.

Windows Server Troubleshooting Root Cause Analysis Incident Management Mentoring

Major Incident Lead

TechM

Jan 2016 - Dec 2019 (3 years 11 months)

Managed high-impact incidents across multiple IT systems, including critical application outages, network infrastructure failures, and data centre disruptions. Coordinated with IT teams, stakeholders, and vendors to resolve incidents.

ServiceNow ITSM HP Operations Manager CA Service Desk Manager Splunk Incident Management Problem Management Root Cause Analysis Cross Functional Team Leadership

L2 Windows Server Incidents

TechM

Apr 2015 - Dec 2015 (8 months)

Handled complex Windows Server incidents requiring in-depth analysis. Collaborated with resolver groups and developed incident management processes.

Windows Server Incident Management Collaboration Troubleshooting

L1 Windows Server Incidents

TechM

Apr 2015 - Dec 2015 (8 months)

Identified and captured Windows Server incidents. Dispatched incidents to resolver groups and provided basic troubleshooting.

Windows Server Incident Dispatch Troubleshooting IT Support

Catch and Dispatch Incidents

TechM

Dec 2014 - Mar 2015 (3 months)

Identified and captured IT incidents. Dispatched incidents to resolver groups and provided basic troubleshooting.

Incident Dispatch Troubleshooting IT Support

Education

Degrees, certifications, and relevant coursework

Unknown University

Bachelor of Engineering, Computer Science and Engineering

Studied Computer Science and Engineering, gaining foundational knowledge in various aspects of computing. Focused on core principles and practical applications relevant to the field.