Kalai Ramamurthy

About Kalai Ramamurthy

Sound knowledge of end-to-end software development life cycle starting from using…

Experience

1. Lead Business System Analyst Scrum Master

   TD

   Aug 2022 — Present · Toronto, ON, CA

   Responding to a reported service incident, identifying the cause, and initiating the incident management process.• Prioritizing incidents according to their urgency and influence on the business.• Collaborating with the incident management team to ensure all protocols are diligently followed.• Logging all incidents and their resolution to see if there are recurring malfunctions.• Adjusting the incident management process as required to ensure its effectiveness.• Create clear and comprehensive detailed design documentation, including (but not limited to) data flow diagrams, process maps, and system interface specifications.• Collaborate with development and architecture teams to design technical solutions that align with business requirements.• Support the assigned manager to lead and manage a cross-functional development team to deliver successful system implementations.• Define project timelines that support the delivery of the project scope and meet project objectives.• Provide regular project updates to business and client stakeholders and ensure deliverables are met on time and within budget.• Keep users informed about their Incidents’ status at agreed intervals.• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)• Provide first-line investigation and diagnosis of all Incidents and Service Requests• Verify resolution with users and resolve Incidents in ITSM/Service Now tool• Develop with client stakeholders, test plans and test cases to ensure the quality and reliability of the delivered solutions.• Support system testing, regression testing, and user acceptance testing.• Identify and report defects, and work with teams to resolve issues.• Owns all Incidents and Service Requests throughout the lifecycle• Assist in change management activities, including user training, communication plans, and documentation.• Ensure a smooth transition from project development to production.