LOGAPRASAD BALATHANDAYUTHAPANI
Poznan
Summary
Service Management and ITIL-certified Problem & Incident Management professional with 12+ years of experience in IT Service Operations. Currently serving as Operational Lead for Incident Prevention, managing a 10-member team to proactively identify, analyze, and eliminate root causes of high-impact incidents. Proven expertise in service delivery, root cause analysis, trend identification, and process optimization to enhance system stability and reduce Mean Time to Restore (MTTR). Skilled in cross-functional leadership, stakeholder communication, and leveraging automation, machine learning, and AI for predictive problem management.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Associate Consultant / Operational Lead – Incident Prevention
HCL Technologies Ltd.
01.2020 - Current
- Lead Incident Prevention operations, managing a 10-member team responsible for proactively detecting and resolving potential problems before they impact service.
- Coordinate with lines of business and technical teams to implement long-term fixes that reduce high-risk incidents.
- Ensure compliance with SLA/KPIs across all customer-aligned processes through effective monitoring and reporting.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Managed multiple projects simultaneously while maintaining attention to detail, organization, and adherence to deadlines.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Associate – Service Management Operations (SMO)
Cognizant Technology Solutions
03.2019 - 01.2021
- Managed high-priority incidents across business units and regions, ensuring timely restoration of services.
- Acted as escalation point and coordinator between infrastructure teams and vendors.
- Mentored and coached new Incident Managers, improving operational efficiency.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
- Identified potential risks to develop mitigation plans and minimize impact on project timelines.
- Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.
Incident Manager
Wipro Technologies
12.2017 - 03.2019
- Led APAC/UK incident management, ensuring quick service recovery and high client satisfaction.
- Conducted Post Incident Reviews (PIR) to identify process improvements, reducing recurrence rates.
Incident Manager
CITI Group / Infra Soft Technologies Ltd.
12.2016 - 08.2017
- Coordinated global incident resolution efforts, ensuring accurate documentation and rapid escalation handling.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
Senior Project Engineer
Accenture Pvt. Ltd. / PMR Management & Consulting Ltd.
08.2016 - 10.2016
- Oversaw incident, problem, and change management processes, maintaining compliance with CAB procedures.
Sr. Support Analyst
Wipro Technologies
10.2010 - 02.2016
- Managed L1 server administration, application monitoring, and migration activities.
- Reduced call wait times by redesigning the support workflow to prioritize urgent issues effectively.
- Managed multiple high-priority projects simultaneously, ensuring timely delivery and completion of each task.
Education
Bachelor of Science - Computer Science
Barath College of Arts And Science
2010
Skills
- Service Management & ITIL Frameworks
- Problem, Incident & Change Management
- Incident Prevention & Proactive Root Cause Analysis
- SLA/KPI Compliance & Process Optimization
- Infrastructure Monitoring & Automation
- Stakeholder Communication & Escalation Management
- Team Leadership, Coaching & Performance Management
- Machine Learning & AI Applications for Service Reliability
Additional Information
Poland Blue Card holder – eligible to work in Poland and across the EU
Certification
- ITIL V4 Certified
- Certified Scrum Master
Timeline
Associate Consultant / Operational Lead – Incident Prevention
HCL Technologies Ltd.
01.2020 - Current
Senior Associate – Service Management Operations (SMO)
Cognizant Technology Solutions
03.2019 - 01.2021
Incident Manager
Wipro Technologies
12.2017 - 03.2019
Incident Manager
CITI Group / Infra Soft Technologies Ltd.
12.2016 - 08.2017
Senior Project Engineer
Accenture Pvt. Ltd. / PMR Management & Consulting Ltd.
08.2016 - 10.2016
Sr. Support Analyst
Wipro Technologies
10.2010 - 02.2016
Bachelor of Science - Computer Science
Barath College of Arts And Science
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