Mohan Padmanabhan

Client- Jaguar Land Rover

Role- MES Project Management - (September 2019 - Present)

Work Location - India (2019–2022), UK (2022–Present)

• Managing multiple development teams as Project Manager at program level for an Electric Engine transformation program. Agile way of managing multiple epics and journeys, dependencies at program level. Budgeting, margin monitoring, reforecasting, and P&L management.
• Conducting check point meetings for validation of implementation of contractual commitments, acceptance criteria, region-based compliance, and regularity aspects.
• Coordination between business, PLC, MES Team, Master data team for electrification of lines.
• Working on CSS from clients, tracking related action items till closure.
• Driving steering meetings, governance calls, business impact assessment, new business discussions, facilitating design approval and architecture meetings.
• Part of change control board and driving all change process across the program. Impact analysis submission with effort and cost. Monitoring all design, solution discussions, deep dive discussions and dependencies with vendors, team liaisons and client teams. Working closely with product ownership team at portfolio level for triple constraints.
• Facilitating Agile process knowledge to all team members at the outset of the project, transforming teams to agile way of working, driving agile implementation, and taking care of agility debt across business unit.
• Preparing project plans, driving it scrum master’s and leads with schedule adherence Preparing plan on a page for the program, working with clients and counter parts on the same and getting them approved in executive meetings.
• Identifying upselling opportunities, taking them forward by submitting the impact analysis and successfully delivering change projects.
• Preparing release plans, publishing scope, working with release management team and infra teams for needed CRs and needed support teams’ roster.
• Working with internal teams to procure all compliance, security, Data protection and other teams for ensuring all releases to production Certifications
• Working with vendors for solution dependencies, external assessments and taking care of end-to-end process from sending scope, getting quotes, budgeting, approvals, purchase orders raising and engagement finalization and tracking.
• Responsible for all stake holder and communication management.
• Mentoring and grooming teammates. Taking care of their motivation level – by listening to their growth and role aspirations and facilitating within program to the extent possible, conducting weekly coffee connects and facilitating monthly connects with senior leadership for the entire team.

Client- Procter and Gamble

Role - MES Duty Line Manager (September 2016 – August 2019)

Work Location - Pune, India

• Managed and resolved escalations across multiple regions, ensuring timely resolution and high levels of customer satisfaction.
• Collaborated with Third party Service Providers (TSPs), internal technical teams, and Client Service Operations Managers to investigate and resolve complex escalated issues.
• Led Rapid Response Team (RRT) engagements during Priority 1 (P1) incidents, driving swift restoration of critical business services.
• Analyzed regional incident trends and provided forecasting insights during weekly operational reviews with Client Service Operations Managers.
• Coordinated with ITIL process owners across Incident, Problem, Change, Request Fulfillment, Service Transition, Service Continuity, Event, Capacity, Access, Configuration, and Escalation Management to ensure effective service delivery and operational stability.
• Facilitated cross-functional collaboration to improve service reliability, reduce recurring incidents, and maintain support excellence across global sites.
• Acted as a key liaison between operational teams and stakeholders, ensuring adherence to ITIL best practices and service management standards.
• Supported continuous service improvement initiatives through trend analysis, root cause identification, and proactive risk mitigation.
• Team skill gap analysis and fitment.

Client- Procter and Gamble

Role - Incident Manager (October 2014 – August 2016)

Work Location - Pune, India

• Govern and oversee the Incident Management process to ensure effective and consistent service delivery.
• Ensure adherence to the complete incident lifecycle, including incident logging, categorization, prioritization, investigation, troubleshooting, resolution, and closure.
• Monitor and enforce compliance with Incident Management processes across all Helpdesk resources.
• Participate in the testing, validation, and continuous improvement of Incident Management tools and systems.
• Manage incident escalations and coordinate with TCS Delivery Leads (DLM) and P&G Service Operations Managers (SOM) to ensure timely resolution of critical issues.
• Collaborate with the P&G Service Operations Manager to identify opportunities for improving Incident Management processes and operational efficiency.
• Perform incident trend analysis, root cause reviews, and regular ticket audits to drive service improvements and reduce recurring issues.
• Participate in Incident Management review meetings with P&G at agreed frequencies and provide operational updates.
• Review, recommend, and implement enhancements to Incident Management processes, procedures, and controls.
• Prepare and present KPI and SLA performance metrics to P&G in accordance with agreed reporting schedules.
• Ensure continuous alignment of Incident Management practices with contractual obligations, service standards, and business expectations.

Client- Procter and Gamble

Role- SIAM Governance Lead (July 2013 - September 2014)

a) Capacity Manager

Implementation of Capacity Management for MES application- Proficy

• Raising incidents and problems when breaches of capacity thresholds are detected and assisting with the investigation and diagnosis of capacity-related incidents and problems.
• Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate.
• Producing regular management reports that include current usage of resources, trends and forecasts.
• Acting as a focal point for all capacity and performance issues.
• Identifying capacity requirements through discussions with the business users.
• Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component.

b) Configuration Manager

To develop a CMDB base line for CMDB tool called as MEGA for Client

• Developed Configuration management standards, configuration management plans and procedures.
• Determined the construction of the Configuration Management System (CMS), including Configuration Item (CI) types, naming conventions, attributes.
• Ensured that changes to the Configuration Management methods and processes are properly approved and communicated.
• Educate staff in SACM principles and procedures.
• Proposed interfaces with other process i.e. Change Management, Problem Management, Event Management, Release Management, Capacity Management, Incident Management.
• Planned population of the asset DB; manage the asset DB, and tools; ensured regular housekeeping of the asset DB.
• Provided management reports.

c) Access Manager- Roles and Responsibilities:-

• Performed the Process Owner role for the Access Management process.
• Created Access request workflows.
• Verification and execution of Access requests.
• Governance of Security groups present on servers and group genie.
• Periodic review of Access requests.
• Produced monthly management reports.
• Managed support (guidance) for Access Management tool i.e. Team Track.
• Coordinated interfaces between Access Management and other service management processes.

Client- Alfa Laval Pvt Ltd

Role- ITSM Service Management

a) Corporate Service Desk Lead (August 2011 - June 2013)

• Formation of CIT Service Desk –APAC Region using best ITIL concepts & processes.
• ITIL Services Expertise on Incident, Problem, Change, Configuration Management and Service Desk.
• To categorize & prioritize (as per priority matrix) service tickets from APAC, EMEA, US region in correct assignment groups.
• To fulfill first call resolution tickets.
• To manage the clients IT infrastructure under various competencies like Incident, Change, Service Level Management using ITIL concepts.
• To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.
• Ensured to be able to successfully bring down the MTTR (Mean time to resolve) for all categories of incidents.
• To communicate with different teams like application management, technical management , ITOB, problem Management & change management in case of escalations
• To manage and support all service incidents via the Service Desk, through successful completion and user satisfaction.
• To regularly review, performance and trends in response to incidents and to provide recommendations to the Regional Service Desk Manager for service improvement. The emphasis is on swift resolution of critical incidents, which have severe business implication or have the potential of causing disruptions / unavailability.
• Participation in the escalation process, involving senior delivery team so as to improve the service.
• Responsible for undertaking handover trainings from application management & training the team.

b) IBM Lotus Notes 8.5 Domino Administrator (Jul 2009 - July 2011)

• Lotus notes client upgrade from version 6.5 to version 8.5 for APAC region.
• Creation of Lotus notes accounts for the clients Globally.
• Troubleshooting the mail clients.
• Administration of Lotus notes global databases like ACE, SMS,CSS.

c) Windows Active Directory Administrator (Jul 2009 - July 2011)

• Managed global Active Directory account provisioning and maintenance.
• Enforced strict Joiner-Mover-Leaver access policies with HR.
• Governed ITIL Request Fulfillment for employee onboarding.
• Configured custom AD security and distribution groups.
• Aligned identity management operations with compliance standards.