Lakshmipathy Chandrappa

Customer: Alinta Energy

Key responsibilities:

• Analyze service delivery procedures to identify and improve productivity and financial management.
• Manage supplier relationships while monitoring quality and costs to maintain exceptional service to customers.
• Design and implement training strategies to build a highly competent service delivery team
• Maintain high levels of engagement and communication throughout service delivery team
• Establish potential for growth and new opportunity for services
• Team leadership skills and working across in-house and remote teams
• Ability to diffuse and de-escalate difficult situations.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Reviewed established business practices and improved processes to reduce expenses.

Customer: AGL

Key responsibilities:

• Key responsibilities: Define and refine IT Service Management processes and Tools ecosystem for supplier organisation in multivendor environment
• Deliver expert guidance for Service Improvements that drive tangible benefits and enhance the overall quality of service that a customer's IT organisation provides
• Uplift existing service management processes leveraging ITIL framework and Helix tool capabilities
• Facilitate and lead requirement elicitation workshops with key stakeholders, map current state, strategies, target vision and recommend improvement opportunities
• Responsible to provide long term solutions to enhance user experience on the ITSM process and Tools
• Govern IT Service Management processes and ensure key IT Stakeholders including support members maintain and manage the consistency in following the processes.
• Collaborated with cross-functional teams to identify opportunities for IT process improvements, leading to increased productivity.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Developed strong organisational and communication skills through coursework and volunteer activities.

Customer: Avery Dennison

Key responsibilities:

• Manage on boarding of new business units to different ITIL Operationalized process
• Chair CAB/ECAB, problem management governance meetings
• Working with multiple process owners in understanding difficulties in achieving SLA's and finding opportunities to improve
• Enhance user experience to improving MTTR reduction of 60%
• Business Impact Assessment and Business Resumption/Disaster Recovery
• Conducting PMR monthly
• Initiate Service Improvement Plans.

Customer: ING US

Key responsibilities:

• Working knowledge as IT-Application Security Administrator, Active Directory, Business Objects and Mainframe Applications Support
• Responsible for granting/providing access to New Users, Modifying access for Existing Users and Deleting /Revoking User access in all requested applications and database
• Providing L2 Technical Helpdesk support for customer applications and database.