GUNALAN PONMUDI

Experienced and results-driven Service Integration and

Management (SIAM) consultant with a decade of success managing
intricate IT landscapes. Proficient in IT service design,
implementation, and support, with expertise in ITIL, Agile, and
project management. Strong foundation in network architecture,
infrastructure design, and cloud solutions. Proven Critical Incident
Manager with 24/7 support experience

C O N TA C T S T A N G I B L E R E S U LT S
+353 0894875329
Elevating Incident Management and Performance
guna2591@[Link] Enhancement
in LinkedIn • Incident Resolution Efficiency: Successfully reduced major incident
occurrences by 42% within 2 years, showcasing strategic incident management
Dublin Ireland skills and minimizing disruptions to critical applications.
• Incident Occurrence Reduction: Successfully minimized monthly major
incident occurrences from 120 to 70 incidents within just 2 years, highlighting
SKILLS PORTFOLIO strategic incident management skills.
• Effective Incident Resolution: Resolved major incidents through the redesign
• Major Incident and Problem Management and execution of critical processes, including disk creation, process
optimization, server reboot, and version upgrades, promptly restoring
• Global Application Managed Services
normalcy.
• Change Management
• Multi-Vendor Collaboration and Satisfaction: Implemented frequent follow-
• Proactive Troubleshooting ups with vendors, enhancing their satisfaction and fostering seamless
• Hosting & EUC Service cooperation for optimized incident management.
• Client Engagement • Application Performance Enhancement: Elevated application performance by
• Process Improvement securing necessary resources through investor approval and financial
• Project Management assistance, resulting in improved functionality and usability.
• Proposal Development
• Technical Troubleshooting Bridges (TTBs) Operational Excellence
• Root Cause Analysis (RCA)
• Service Integration and Management (SIAM) • Proactive Problem Management: Spearheaded initiatives resulting in
Framework significant reduction of major incidents, enhancing application stability and
user experience.
• ITIL Processes (Incident, Problem, Change
Management) • Collaborative Leadership: Orchestrated cross-functional teams to efficiently
manage and resolve major incidents within the SIAM framework, ensuring
• Network Management Tools
timely resolutions and minimal downtime.
• Cloud Computing Expertise
• Swift Business Recovery: Led Technical Troubleshooting Bridges (TTBs) for
• Network Performance Optimization
prompt issue resolution, restoring business services and maintaining
• Resource Management continuous service availability.
• Router and Switch Configuration • Operational Enhancement: Implemented structured Change processes for
• Firewall Management swift incident adaptation, contributing to efficient incident resolution and
• Voice Network Configuration operational stability.
• Client Engagement and Satisfaction: Collaborated with Business Users,
Product Owners, and cross-functional teams during TTBs, delivering effective
C E RT I F I C AT I O N solutions and fostering strong client relationships.
• Process Improvement: Spearheaded initiatives to elevate service delivery and
reduce incidents through the implementation of process enhancements,
• Service Integration Manager
utilizing performance metrics for optimization.
• Cloud Computing Foundation • Value Proposition: Contributed to proposal development and Manufacturing
• SIAM Professional Request for Proposal (RFP) creation, showcasing technical expertise and
• SIAM Foundation ITIL 4 Foundation adding value to client engagements
• Business English Level 6
• Avaya Communication Manager
• Cisco Certified Network Associate
PROFESSIONAL EXPERIENCE
July 2022 -Current | Infosys Limited, Dublin, Ireland
SIAM Major Incident Management Consultant
Service Integration and Management Expertise
• Managed a diverse portfolio of 1800+ global IT manufacturing applications, successfully bridging technical and functional aspects.
• Resolved intricate issues, effectively translating technical solutions into significant business impact.
Team Leadership
• Successfully lead and manage an offshore team of 10 members in the role of MIM Lead, ensuring effective collaboration and task
execution.
Reporting Hierarchy
• Directly reported to the Global Director of IT Service Management, contributing to strategic oversight and decision-making.
Global Headquarters
• Operated from the global headquarters, providing a unique perspective on global IT operations and requirements.
• Global Major Incident Management
• Functioned as the Global Major Incident Management Lead, orchestrating major incident responses and ensuring efficient incident
resolution across the organization.
Incident and Problem Management Leadership
• Led collaborative efforts with business managers, global directors, and technology tower leads for swift and efficient incident resolution
under SIAM Framework
• Orchestrated major incident calls from the global headquarters, coordinating multiple service vendors to ensure a unified response
approach.
• Fostered Technical Troubleshooting Bridges (TTBs) for issue resolution with cross-functional stakeholders.
Proactive Problem Management and Solutions
• Spearheaded proactive problem management initiatives, meticulously identifying root causes and implementing permanent solutions
through structured change processes.
• Achieved substantial reduction in major incidents, enhancing stability and reliability of critical IT applications.
Resource Management and Operational Efficiency
• Demonstrated 24x7 resource management prowess, skilfully allocating teams to ensure seamless operations and rapid issue resolution.
Technical Proficiency and Cloud Expertise
• Exhibited comprehensive technical expertise spanning networking, hosting, firewalls, and cloud environments.
• Declared major incidents through the analysis of alerts from tools such as ServiceNow and monitoring systems, and efficiently guided
technical teams using ITIL processes to achieve rapid incident resolution.
• Progressed from a network engineer to excel across various IT service fields, earning certification in cloud computing for adeptly
managing complex multi-cloud environments.
Diverse Experience and Insights
• Showcased effective troubleshooting abilities through hands-on product experience and served as a domain consultant in IT
manufacturing, delivering valuable insights.
Client Engagement and Trusted Partnership
• Actively engaged with clients on-site, building strong relationships and consistently delivering results that underscored commitment to
excellence.
Emergency Change Management
• Implemented documented Emergency Change process for critical incidents.
• Opened Technical and Management/Customer bridges via collaboration tools for seamless communication.
Root Cause Analysis and Process Enhancement
• Conducted thorough Root Cause Analysis (RCA) for major incidents, assigning resolutions to Root Cause Owners (RCOs).
• Spearheaded process improvements using metrics like MTTR and Backlogs to elevate service delivery and reduce incidents.

August 2018 - June 2022 | Infosys Limited, Bangalore, India

IT Manufacturing Consultant – (SIAM)
Project Leadership and Deliverables Management
• Spearheaded a multinational project team tasked with software application management and development, ensuring the successful
delivery of project outcomes within SLA boundaries.
Incident Response Leadership
• Spearheaded the management and coordination of major incidents within the organization, ensuring a swift, effective, and coordinated
response.
Root Cause Analysis
• Conducted thorough Root Cause Analysis (RCA) to identify the underlying causes of major incidents, enabling the implementation of
permanent solutions to prevent recurrence.
Technical and Operational Issue Handling
• Skillfully managed and resolved technical and operational client reporting issues and escalations, guaranteeing the prompt and efficient
resolution of challenges.
Client Relationship Management
• Upheld a consistently high level of customer satisfaction by fostering strong consultative relationships with clients through effective
communication and a dedicated client-centric approach.
Escalation Management and Issue Resolution
• Demonstrated proactive handling of end-to-end IT service escalations and outages, promptly identifying root causes and responsible
parties in retrospective discussions.
Network Performance Optimization and Collaborative Excellence
• Oversaw network performance optimization, ensuring timely issue resolution, implementing upgrades, and maintaining accurate
documentation.
Continuous Availability and On-Call Support
• Participated in on-call rotation to ensure 24x7 support, guaranteeing continuous availability for prompt issue resolution and support.

July 2016 - July 2018 | DXC Technology, Bangalore, India

IT Service Delivery Consultant
Dedicated 24/7 Technical Leadership
• Functioned as the dedicated Technical Shift Lead, holding the Single Point of Contact role for round-the-clock support, guaranteeing the
prompt and effective resolution of escalations and case assignments.
• Handled globally dispersed team of 30 professionals, nurturing skill development, optimizing performance, and promoting effective
cross-functional collaboration
Infrastructure Management:
• Overseeing a diverse global IT infrastructure portfolio encompassing Hyperconverged Systems, Backup Systems, Servers, and
Virtualization Environments.
Project Coordination
• Facilitating seamless onboarding of complex projects through close collaboration with stakeholders, vendors, and business units,
ensuring effective implementation and delivery.
• Vulnerability Mitigation
• Proactively addressing vulnerabilities in collaboration with vendors to safeguard systems and minimize potential customer impact.
Compliance and Auditing
• Spearheading yearly audits to ensure adherence to industry regulations and standards, actively working with stakeholders to resolve
findings and maintain compliance.
Avaya Media Server Management
• Installed, administered, and maintained Avaya Media Server (CM R6.X) alongside Avaya Media Gateway, ensuring continuous optimal
performance and uptime.
Network Component Configuration and Troubleshooting
• Configured and troubleshooted various network components such as IPSI cards, DS1 cards, media processors, CLAN, and soft phones,
securing seamless voice network operations.
Firmware Upgrade and Compatibility Assurance
• Performed firmware upgrades for IP Phones, IPSI, CLAN, VAL, MEDPRO, G450, G350 gateways, ensuring compatibility and functionality
alignment with the latest features.
Proactive Issue Resolution and Root Cause Analysis
• Executed comprehensive Root Cause Analysis by analyzing ECS/Message Logs in CM and conducting SM Trace Session Manager,
proactively identifying and resolving issues
Voice Network Configuration and Optimization
• Configured and maintained critical voice network settings including Route Pattern, Hunt Group, ARS Analysis, AAR Analysis, UDP,
Extensions, Coverage Path and Abbreviated Dialling, optimizing system performance and user experience.
ITIL Best Practices
• Implementing ITIL processes such as Incident, Problem, and Change Management to establish structured approaches for maintaining
service quality and operational excellence

November 2013 - June 2016 | Black Box Limited, Chennai, India

Network Engineer – Service & Projects (Field & Residential)
Network Performance and Availability
• Monitored and maintained network performance, ensuring uninterrupted availability using network management tools.
Issue Resolution and Proactive Analysis
• Responded promptly to network alarms, efficiently resolving issues to minimize downtime, and conducted regular proactive network
performance analyses.
Network Changes and Collaboration
• Implemented network changes and upgrades adhering to established procedures and standards, collaborating with cross-functional
teams to troubleshoot and resolve complex network issues.
Equipment Management and Optimization
• Installed, configured, and maintained network equipment, including routers, switches, and firewalls, while conducting site surveys and
assessments for optimal performance and security.

ACADEMICS
• Executive Postgraduate in General Management: General Management | Indian Institute of Management, Trichy | 2022
• B.E. Electronics and Communications Engineering | M Kumarasamy College of Engineering, Karur | 2013