Yashoda Thangavel
San Antonio,TX
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 16 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Major Incident Manager- USAA Client
TCSL
09.2022 - Current
- Led major incident management (MIM) efforts, coordinating cross-functional teams to restore service and communicate enterprise-wide outage updates.
- Tracked real-time incident scope, risk, urgency, and ensured SLA compliance through accurate categorization and escalation protocols.
- Oversaw production actions with Site Commanders and engaged vendors as and when needed for rapid resolution.
- Utilized Grafana to monitor the short and medium burn rates to kick off Major Incidents and drive corrective actions.
- Supported Change, Release, and Problem Management functions with foundational knowledge.
- Performed ticket audits and quality control.
- 8 years team leadership experience.
- Acted as Offshore Situation Manager and key liaison to the client for escalations, feedback, and process improvements.
- Created training materials and interface requirements, adhered them to project management methodology.
- Facilitated seamless transition to remote work during the pandemic and led coaching initiatives across multiple locations.
- Developed and implemented a new incident reporting system, enhancing client communication and improving satisfaction by more than 25%.
- Managed the introduction of an Employee Assistance Program, directly contributing to an 10% increase in staff retention.
- Developed Test cases and plan, conducted manual testing for SOAR
- Logged all incident details and troubleshooting activities accurately in tracking tools, contributing to a robust knowledge base.
- Prioritized major incidents based on business impact and urgency, directing support teams to effective solutions.
- Ensured compliance with global operational standards, procedures, and ITIL best practices across all incident response activities.
- Onboarding and training new MIMs across shores
- Maintained staffing schedule that produced 98% schedule adherence
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
Data Analyst- USAA Client
TCS Siruseri
02.2021 - 06.2022
- Delivered rapid impact analysis for major incidents, ensuring timely debriefs and high-priority reporting
- Produced quarterly, monthly, weekly reports and vendor pain using Tableau
- Met 100% SLA on weekly pain analysis irrespective of the volume of MI tickets
Deployment- Michaels Stores Inc
TCS
03.2011 - 08.2013
- Implemented, developed and tested installation and update of file servers, print servers and application servers.92% of dead lines met
- Maintained flexible schedule and responded to after-hours and weekend emergencies
- Evaluated software products to determine compatibility with existing systems
Technical Support Officer- AT&T Client
HCL Technologies
08.2010 - 02.2011
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to ship replacement components and resolve advanced problems.
- Maximized quick resolution to all customers via DAWN tool.
- Scored 89% in CSAT surveys
Technical Support Executive- McAfee Antivirus
Sutherland Global Services
01.2009 - 07.2010
- Monitored system performance to identify potential issues.
- Removed malware, ransomware and other threats from laptops and desktop systems by taking remote access of clients
- Accelerated over 32 customer calls per day as an average count.
Education
B.E - Computer Science and Engineering
K S Rangasamy College of Technology
Tamil Nadu04-2008
Skills
- Agile framework
- ServiceNow
- Tableau
- Jira
- Salesforce
- Zoom
- Box
- Avaya
- IBM Communications
- Stakeholder management
- Service management
- Documentation skills
- SLA management
Accomplishments
- Rewarded and recognized for continuing to be an excellent team performer in TCS
- Rewarded as Contextual Master in TCS
- Received best ratings on Client Satisfaction Surveys for 3 months in a row.
- Awarded with 'Bravo Excellence' and multiple appreciation mementos for exceeding CSAT Metrics.
Additional Information
Willing to relocate within US. Preferably Texas or Florida
Certification
- Certified ITIL V3 Foundation
- ITIL Intermediate Certification in Service Operations
- Six Sigma Green Belt
Timeline
Major Incident Manager- USAA Client
TCSL
09.2022 - Current
Data Analyst- USAA Client
TCS Siruseri
02.2021 - 06.2022
Deployment- Michaels Stores Inc
TCS
03.2011 - 08.2013
Technical Support Officer- AT&T Client
HCL Technologies
08.2010 - 02.2011
Technical Support Executive- McAfee Antivirus
Sutherland Global Services
01.2009 - 07.2010
B.E - Computer Science and Engineering
K S Rangasamy College of Technology
Personal Information
Title: Major Incident Manager