Prasanna Lakshmi

Experience

• 

  HSBC

  Sept 2004 - Jan 2024

  • Manager - Problem Management

    May 2013 - Jan 2024

  • IT Problem Manager - Associate Project Manager, CTO Service Management

    Sept 2004 - Dec 2023
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  HSBC Electronic Data Processing India Pvt. Ltd

  Sept 2004 - Dec 2008

  Ensure accurate Incident Reports (IR’s) are raised for major incidents within the agreed timelinesManage the escalations (customer or incident) made via mails or calls and resolve them appropriatelyEnsure customer calls are answered in the first ring and First Call Resolution (FCR’s) are providedEnsure incident tickets are raised with accurate information and allotted to the correct IT teamIdentify, coach and manage under performersPrepare and circulate accurate weekly, monthly and ad-hoc reportsLiaise with Quality team of Language & Development (L&D) to ensure the latest procedures in Call Coaching and feedback are followed and practicedProduce, minute and chair the Change Advisory Board (CAB) meeting and ensure all IT changes adhere to GR IT Change Management Show less Answer customer calls within the first ring, raise incident tickets with accurate information and provide FCR accordinglyRaise and circulate Incident reports for major (multi user) incidents in a timely mannerEnsure all non-GR incidents are escalated to appropriate Regional IT support teams for resolutionIdentify training opportunities for the team to improve their technical know-howMonitor & action mails in the generic mail box appropriately Monitor and audit incident tickets for formats and FCR documentation and deliver feedbackMonitor and audit agent calls for call quality, document and deliver feedbackTrain the new entrants on them process and bring them up to speedGenerate and prepare timely and accurate weekly and monthly reports Identify and escalate recurring problems to GR IT Support teams for resolution and FCRDocument and share any changes in technical and call coaching procedures with the team Show less

  • Asst. Manager – IT Helpdesk / IT Quality (Incident and Change Management), Global Resourcing (GR)

    Feb 2007 - Dec 2008

  • IT Helpdesk Analyst & Call Coach, Global Resourcing (GR)

    Sept 2004 - Feb 2007
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  HSBC Technology & Services - Service Delivery

  Dec 2008 - Jan 2010

  Manager, Problem Management, IT Quality,HTS - Service Delivery

  Period - Dec 2008 - January 2010Identify, raise and track Problem Records for Incident ReportsOrganize and facilitate daily DQR (Daily Quality Review) calls, send out agenda and provide write upReact each time the Major Incident Review (MIR) process is triggered, extract all issues and document comprehensivelyProvide accurate, timely and useful MIR for Incident and Problem Management (Weekly and Monthly Reports)Support Incident Management team where necessary (including crisis calls, report writing)and provide feedback on the information provided to Problem ManagementPerform line management for direct reportee (team of 10 - 5 direct reportee)Identify process gaps and recommend fixesLiaise with Regional Problem Management teams to track and help reduce major incidents from Regional Support teamsAttend, contribute and help define Problem Management Group StandardsDefine, document and publish Problem Management process documentationMeasure and track effectiveness of the Problem Management processAlign GR IT Problem Management process with Group Standards Perform recruitment for the process as per requirement Show less

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  Manager, Change Management, HTS - Service Delivery

  Jan 2010 - Jan 2024

  Manager, Change Management, HTS - Service Delivery

  Review, audit and approve Change requests raised by IT teams HTS Service Delivery with the objective of avoiding or minimizing the risk of disrupting service to customers or users Ensuring the IT teams adhere to the change management policy guidelinesProvide training and guidance on the Change Management policies and practices to the Service Delivery IT teamsLiaise with Regional Change Management teams to understand how their changes (Including global changes) impact Service Delivery users and share best practicesProvide accurate and timely MI for Change Management (weekly, monthly and ad-hoc reports)Organize, chair and minute the Change Advisory Board (CAB) meeting on a weekly basis and Emergency CAB meeting if requiredAnalyze change requests data on a regular basis to identify trends in increase of change requests, to identify opportunities to reduce the change failure and increase service availability Show less

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  PepsiCo

  Jan 2024 - now

  Arichect