Open to opportunities

prabanath c

@prabanathc

Message

Customer Success and ITSM leader improving incident, change, and service delivery.

India

Message

What I'm looking for

I’m looking for a customer-facing ITSM leadership role where I can own incident and change outcomes, drive SLA/CSAT performance, coordinate stakeholders through bridge and CAB processes, and continuously improve service delivery through ITIL best practices.

I bring 12+ years of experience across Service Program Management, IT Service Management (Incident, Change), project coordination, and people management, with strong hands-on work in large IT infrastructure operations.

In my current role, I drive customer outcomes by overseeing major incident resolution end-to-end—triaging, hosting bridge calls, coordinating technical teams to identify root causes, and implementing corrective actions to restore services quickly. I also execute incident management tasks to resolve tickets within SLA, manage incident queues and high-impact follow-ups, and provide customer review reporting (Weekly/Monthly).

I’m equally focused on preventing repeat issues through RCA coordination, SLA analysis, and best-practice reconciliation. I manage change request (RFC) reviews and CAB processes—approving priorities (Minor/Medium/Major), scheduling urgent CAB/ECAB meetings, and documenting agendas and reports to keep procedures accurate and audit-ready.

Experience

Work history, roles, and key accomplishments

Current

Service Program Manager

Current

Hcl Technologies

Sep 2024 - Present (1 year 8 months)

Oversee incident resolution for major incidents, leading bridge calls, coordinating technical teams, driving root-cause analysis, and restoring services quickly within SLA. Manage incident severity upgradation/downgradation and CAB-related change approvals, while preparing weekly/monthly customer review decks and SLA reports.

Incident Management Severity Management SLA Management Root Cause Analysis Bridge Calls Change Advisory Board (CAB)ServiceNow Stakeholder Management Reporting

Team Lead - Incident & Change

Wipro Technologies

Mar 2021 - Sep 2024 (3 years 6 months)

Led the global escalation management team for Citi account, driving end-to-end incident resolution within SLA and coordinating with service desk and stakeholders on open escalations. Audited aging tickets (15+/30+ days), improved documented processes, supported L1/L1.5/L2 service desk training, and delivered daily and weekly/monthly reporting decks to delivery managers and client.

Escalation Management Incident Management Change Management ITSM ITIL SLA Backlog Aging Ticket Audit People Management Process Improvement

Assistant Engineer

Ericsson Global India Services

May 2015 - May 2018 (2 years 11 months)

Managed workflow for 15–20 teams in line with ITIL standards, driving incidents to closure while monitoring daily and month-to-date SLA impact. Conducted problem review meetings for aged/closed items, handled escalations to address service interruptions, and used analytics to identify ticket creation trends and blockers.

Incident Coordination Escalation Management Trend Analysis Problem Review Meetings Cross functional Coordination Documentation

Fault Management Engineer

Serco

Mar 2014 - Apr 2015 (1 year 1 month)

Worked on Huawei equipment fault management, performing node testing for newly installed equipment and advising customers on clearing alarms. Coordinated outages, restored services within planned outage time, monitored OSS-based system alarms (BSC/BTS), maintained SLA through alarm/outage reporting, and collected RCA with detailed cell/infra/power and leased-line reports.

Huawei Equipment Fault Management Node Testing Outage Coordination OSS SLA Management

Incident Management Engineer

Niscom Tele Infra Pvt Ltd

Provided 24/7 network operations support, managed major incidents, and ensured service restoration using ITIL procedures within agreed SLA. Coordinated bridge calls for critical incidents, communicated impact/workarounds to end users, created problem tickets for RCA, and monitored ticket aging with client reporting.

Major Incident Management ITIL Bridge Calls Workarounds Root Cause Analysis

Incident Manager

Klaus It Solution Pvt Ltd

Set and improved standard work through auditing and problem solving while managing team workload distribution for consistent performance. For higher-priority incidents, led bridge calls, coordinated internal resources and third parties/vendors, and supported service desk operations while tracking SLA and availability requirements.

Incident Management SLA Management Bridge Calls Vendor coordination Service Desk Availability Monitoring Workload Distribution Standard Work Auditing