Chilambarasan Purushothaman

As an Incident Manager and SLM I will ensure the goals of the Service Level
Management process are achieved. My main goal is to ensure that the levels of
IT service delivery are achieved, both for existing and new services in
accordance with the agreed targets

Responsible for the efficiency and effectiveness of incident management
process within the organization
Managing major incidents for IT infrastructure and Internal/External on a 24/7
shift rotation
Managing communications including customers, business and leadership
Engaging right resource to resolve the major incident and thus avoid customer /
business impact
Serves as an escalation point within the incident management process, engage
next level of management support
Ensure the appropriate action is taken to anticipate, investigate and resolve
problems in systems and services
Perform the management of both reactive root-cause analysis (RCA) and
proactive trend analysis
Communicate and coordinate with concerned parties through the Problem
Management process
Overlook the known-error database
Streamline the process so that it can be used by other teams and be as efficient
as possible
Developing the SLA governance and the related Metrics / KPIs
Preparing reports via Power BI Dashboards and review meetings with clients on
a weekly basis
Preparation and calculation of SLA penalties and discuss with client vendor
management on the same
Document, agree, monitor measure, report and review the level of IT services
provided to the customer as per the governance model agreed
Monitoring service performance against SLAs
Ensure that IT and the customers have a clear and unambiguous expectation of
the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are
implemented wherever it is cost-justifiable to do so
Conduct service reviews and instigate improvements within an overall SIP

BSC Computer Science