Mahalakshmi Ganesan

Senior Service Delivery Manager @UnifyCX

Mysore, IN

Defined and implemented release schedules aligning with business goals and customer needs.• Coordinated release pipeline across development, QA, and support teams to ensure timely and certified software releases.• Oversaw complete lifecycle from planning to post-deployment support while reducing bottlenecks.• Provided regular updates to senior leadership and stakeholders regarding progress, blockers, and risks.• Analyzed release effectiveness and introduced process improvements and automation for higher release efficiency.• Maintained production change documentation and optimized toolkit usage including Service NowIncident/Problem and change Management :Managing the detection, recording updating, and/or closing of problem record. • Communicate and coordinate with impacted parties through problem management process to prevent re-occurrence of incidents and minimize the impact of incidents that cannot be prevented. Perform root cause analysis using RCA techniques, identifying process and (or) operational improvements that will prevent incident recurrence. Plan and manage support for KB tools and processes

Ethiraj College for Women, Chennai

Bachelor of Business Administration - BBA, Business Administration and Management, General