Lakshmi Padmaja D Email & Phone Number

Brampton, ON, CA

Canada

• Provided expert technical leadership and managed incident response engagements for Priority 1 (P1) and Priority 2 (P2) IT, Network, and Cyber incidents, ensuring swift resolution to mitigate impacts on revenue and.
• Acted as the Single Point of Contact (SPOC) for Information Technology, coordinating internal stakeholders, service providers, and third-party vendors to centralize management of all critical and high-severity incidents.
• Developed comprehensive Root Cause… Show more
• Developed comprehensive Root Cause Analysis (RCA) for all Priority 1 and Priority 2 incidents, identifying underlying issues and recommending preventive measures to avoid future occurrences
• Functioned as a 24/7 escalation point for critical service interruptions, ensuring rapid response and resolution to maintain business continuity
• Created and managed all Problem tickets throughout their lifecycle, ensuring thorough investigation, documentation, and resolution of recurring issues

India

• Conducted thorough analysis of incident data to identify trends, common issues, and root causes contributing to high ticket volumes at the Service Desk
• Prepared and delivered compelling presentations for client calls, clearly communicating findings, progress, and action plans
• Ensured effective communication, timely escalation, and comprehensive investigations for problem management, leading to prompt diagnosis, resolution, and recovery
• Collaborated with cross-functional teams… Show more
• Collaborated with cross-functional teams to develop and implement mitigation strategies, reducing overall security risks within the organization
• Led and facilitated meetings with internal and technical teams to investigate issues, identify root causes, and develop viable solutions

India

• Proactively supported the Incident Management processes to ensure proper and timely communications, escalations, investigations, diagnosis, resolution, and recovery of incidents
• Expertly facilitated meetings for critical incidents, coordinating with internal teams and relevant technical teams to streamline the resolution process
• Acted as a liaison with team managers across all technical teams to ensure incidents were resolved within service level agreement (SLA) targets
• Ensured… Show more
• Ensured that after the resolution of each incident, comprehensive documentation and logging were completed appropriately for future reference and compliance
• Initiated Problem Management following the resolution of each P1 incident to identify and address the underlying root causes, preventing recurrence

India

• Spearheaded initiatives to drive efficiency and effectiveness in the incident management process, reducing incident resolution time
• Skillfully facilitated critical incident meetings with internal and technical teams, ensuring swift coordination and resolution
• Ensured thorough documentation and logging of each incident post-resolution, maintaining accurate and detailed records for future reference
• Initiated Problem Management and facilitated RCA (Root Cause Analysis) drafts… Show more
• Initiated Problem Management and facilitated RCA (Root Cause Analysis) drafts following the resolution of P1 incidents, uncovering underlying causes and preventing recurrence
• Maintained clear and consistent communication with stakeholders during incidents, providing timely updates and ensuring transparency throughout the resolution process Show less

Master'S Degree, Information Technology, Distinction

Bachelor'S Degree, Computer Applications