Mahesh Narayanan

A result oriented professional in IT Service Management (ITIL V3 Foundation) with 15+ years of exposure in IT Service Management (Release, Change, Incident & Problem) and Customer Relationship Management.

Excellent interpersonal skills with a strong desire to achieve specified goals. Creative thinker and analytical problem-solver

Major Incident Management:

• Initiation of the Major Incident Technical Bridge.
• Ticket logging in with GMIM
• First communication for Internal Stakeholders and the Account asap and Subsequent Communications on the progress of the Major Incident
• Invoking of the TSG after the defined elapsed timeline.
• Vendor Coordination and Escalation.
• Monitoring and Escalation: Continuously monitor the processing status of Major Incidents, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.
• Incident Closure and Evaluation.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Interfacing with Problem and Emergency change processes
• Work as a mentor for Account Incident Managers.

Change Management:

• Assess, identify, and close the gaps w.r.t standardized processes
• Ensure implementation of the best practices through Service improvements
  Drive standardized tools alignment as per process requirements
• Conduct monthly audits on colossus to identify improvements in people, process and tools
• Conduct Internal change process trainings
• Ensure skilled resources performing changes
• Drive change management effectiveness and efficiency
  • Effective testing and impact analysis
  • Effective rollback planning
  • Ensure skilled resources performing changes
  • Effective CAB process
  • Effective PIR process
• Weekly and monthly change KPI reporting 
• Have been part of ISAE 3402 audits for the past 3 years.

Release Management: 

• Manage Application Releases, Deployments and Migrations in different environments.
• Managing the entire SDLC starting from Build phase till Deployment phase.
  Review the infrastructure readiness in accordance with project requirements.
• Evaluate and recommend platforms to enable IT transformations.
• Plan the Release windows and cycles across a portfolio according to the Release calendar and own communication.
• Service Release and deployment policy and planning and Signs off the Release package for implementation after checking the Product Backlog.
• Plan releases based on Waterfall and Agile methods using Scrum and Kanban approaches for sprints.
• Drive sprint reviews with customer.

Bachelor of Science in Physics