Nivethitha Muthuraj

Incident Management
• Managed 500-600 incidents per month end-to-end, evaluating business impact, coordinating cross-functional
teams, and ensuring swift resolution within agreed SLA timelines.
• Served as primary incident coordinator for major disruptions, maintaining real-time stakeholder communication
and minimising business impact.
• Designed and deployed a real-time incident tracking dashboard using Jira and BoldDesk, improving visibility for
senior leadership and enabling faster decision-making.
• Provided 24/7 on-call support including nights, weekends, and holidays, ensuring continuous incident response
coverage.
• Coordinated resolution efforts across multiple technical teams, optimising resource allocation and minimising
Mean Time to Restore (MTTR).
Problem Management
• Established and optimised a structured Problem Management framework, achieving a 95% reduction in
recurring incidents.
• Led comprehensive Post-Incident Reviews (PIRs), identifying root causes and driving corrective actions to
prevent recurrence.
• Applied a formalised Root Cause Analysis (RCA) methodology using Tussom to address systemic issues and
improve long-term service reliability.
Change Management
• Managed end-to-end change request lifecycle in alignment with ITIL best practices — from logging and
assessment through to implementation and closure. Coordinated change execution across cross-functional teams using Confluence, ensuring seamless rollouts
with minimal service disruption.
• Defined and tracked Change Management KPIs, producing regular reports with actionable insights for process
improvement. Participated in Disaster Recovery (DR) and Business Continuity Planning (BCP), collaborating with the Service
Continuity Manager to validate and execute recovery strategies.
Process Improvement & Governance
• Continuously identified and implemented process improvements across Incident, Problem, and Change
Management, driving measurable gains in operational efficiency.
• Authored and published Standard Operating Procedures (SOPs) to ensure consistent team execution and
compliance across ITSM domains.
• Maintained detailed ITSM documentation in Confluence, generating comprehensive reports to support audit
readiness and knowledge management.
• Facilitated weekly stakeholder review meetings, analysing trends and collaborating on initiatives to reduce
major incident frequency.

• Developed and managed production schedule plans aligned with order deadlines and sales forecasts for a
medical device manufacturer.
• Collaborated with multi-functional teams to implement production plans, applying the 5S methodology to
improve workflow efficiency.
• Produced monthly and yearly variance reports for production orders to support management decision-making.

• Managed student placement activities, maintained an up-to-date student database, and coordinated career
planning and skill development programmes.
• Supported government project initiatives including SAMARTH (Ministry of Textile) and DDUGKY (Ministry of
Rural Development).