Prasanth Loganathan

• Working on Incidents, Changes and Problem Management process.
• This role supervises in Infrastructure, coordinates, and maintains the levels of services agreed with and expected by the client (SLA or equivalent documents), while keeping a constant focus on improving the performance of the services provided.
• Engage across multiple business units to compose & enact preventive measures to maintain uptime of 99.999%
• Communicate with leaders & coordinate between technical, executive, and business community during global outage, incidents or in prevention of major issues.
• Be the first Service Management contact point for the delivery organization for all the "operational activities of the customer.
• By implementing ITSM (IT Service Management) frameworks I was able to achieve a 20% reduction in the turnaround time of incident resolution Bridge leadership and orchestration
• Responsible for communicating with the On site Team
• Point of contact for all Critical/ Major/Minor Incidents and escalations
• Change creations and reviews and follow-up for approvals with clients and attending client calls.
• Change implementation coordination and till completion and tracking with all teams and including validation with test plans and closing changes.
• If any change failures creating incidents and follow-up for till resolution with respective teams and involving preparing Problem tickets for same
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the escalation for all Incidents till resolution within timelines.
• Monitor the incidents to ensure that the Service Level Agreement are respected.
• Identify, initiate, schedule and conduct incident reviews in internal and external.
• Log all Incident/Service Request details, allocating categorization and prioritization codes.
• Keep users informed about their Incidents' status at agreed intervals.
• Associate Incidents with other records (i.e
• Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool and ServiceNow.
• Escalate All Incidents to the Higher Management within timeline for support and for information.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
• Escalate Incidents at risk of breaching Service Level Agreement to the Regional Mangers
• Owns all Incidents and Service Requests throughout the lifecycle.
• Investigate and diagnose Incidents to restore a failed Network Service as quickly as possible.
• Assume leadership and the operational responsibility for resources allocated to the clients from an Infrastructure support standpoint.
• Document troubleshooting steps and service restoration details for incident tracker and it's useful for problem management to prepare PBI document.
• Identify Problems and tracking with respective teams.
• Verify resolution with end-users and resolve assigned Incident.
• Escalate unresolved Incidents to TAC/Network/Cloud/Vendor's Team or Technical support/ Back Office Team
• Escalate unresolved incidents to external support, e.g
• Software and Hardware Vendors, if required.


• Execute deliverables via bridge calls by engaging various tech teams plus stakeholders to perform impact analyses and assessments by driving it towards resolution within the agreed SLA.
• Owns the service operations and client documentation used within the delivery organization and assume responsibility for its update.
• Sponsor strategies for better system resiliency and provide communication and sustainment plans to the delivery.
• Participate in service status meetings and providing information and analysis related to the services delivered to the client.
• Provide the reports on workload monitoring to project delivery and raise requirements to the relevant delivery department to improve efficiency.
• Own the process flow, document expectations, and implement training and guiding resources to adhere to the process for all systems and technology changes.

Roles & Responsibly:

• Monitoring E-surveillance 24/7 for all banks.
• In case of theft QRT to be communicated in 30 minutes.
• Summary of theft to be recorded and Incident raised.
• Incidents will be raised, categorized and prioritized as per the team procedures on the theft within 24hrs via mail to the client.
• Client communication on Portal issues are directed to the Software team.
• Monitor service-level agreements (SLAs) and ensure that there are no breaches
• To work in the open-source environment and understand and resolve issues.
• Provide support to disaster recovery solutions, and have the ability to comprehend how business applications work.
• Engaged in user support interactions via telephone, chat and email platforms
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Skills:

• Interpersonal Skills
• Time Management
• Multitasking
• Career Development
• Team Motivation

Achievement:

• Best performer Award for the year 2021.

Roles & Responsibility:

· Responsible for a wide variety of finance-related tasks that are primarily associated with preparing financial records

· Assist in the preparation of financial reports such as financial statements and budget performance

· Aid in the implementation of new accounting policies, standards, and guidelines

· Provide accurate, timely, and relevant recording, reporting, and analysis of financial information

· Assist with and act as the primary point-of-contact for auditor requests

· Handle sensitive information in a confidential manner

• Evaluated and improved accuracy and completeness of financial records.
• Gathered data on taxable income, deductibles and allowances for tax preparation.
• Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.

•A detail oriented professional with excellent knowledge of accounts possesses rich experience of 2 years of experience in financial planning, analysis and accounting principles GAAP.

• Admirable capacity to improve and maximize overall business and finance function integration through effective communication processes.

•Experienced in keeping the records of daily financial transactions and analyzing the financial aspects of organization.

•Innovator with creative skills and experiences to improve overall business processes.

•Generating on demand reports from CITI systems and sharing them in required format to team.

•Coordinating with internal audit team in providing Base papers and providing clarification for any discrepancies provided by them.

•Raising bills to merchants in CITI "Procurement to Pay" systems.

•Preparing DC proof reconciliation for merchant operations.

•Preparing forms and manuals for accounting and bookkeeping personnel

➢Key Responsibilities Handled:

•Finalize the day's balance, and prepare and print management reports

•Investigate and reconcile discrepancies when they occur

•Complete accounting function for classified transactions involving stock shares and government bond trading.

➢Achievements:

•Meet the deadlines of the projects.

•Make working process to new method to complete quicker.

•Reduce the maintenance cost and implement changes faster.