Aneesh CC
Major Incident Manager
Thrissur
Summary
Hardworking Major Incident Manager familiar with providing solutions to prevent recurrence. Focused on efficiency and response improvements. Ready to offer 6 years of related experience to a challenging position with room for advancement.
Overview
1823
1823
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Major Incident Manager
Kyndryl
Bangalore
09.202 - Current
- Provided immediate emergency response and incident management.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
Major Incident Manager
EY
07.2017 - 09.2021
- Provided immediate emergency response and incident management.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
Shift Lead in RSS Event Monitoring Team
EY GBS
01.2016 - 07.2017
- Covering the shift duties and sending shift Summary report on daily basis
- Act as a point of contact for issues/queries related to event monitoring
- Providing uninterrupted monitoring service of VM'S and ESX servers (CPU, Memory, DISK DRIVES, network utilization) using HP GOMi tool for security compliancesupport
- Trained and mentored new employees to maximize team performance.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
Incident Coordination & Assignment team -SDC
EY GBS
04.2013 - 12.2015
- Has been vibrant team player for handling incidents from multiple countries in which E&Y has its presence
- Creating the incident case for service outage and as per the request received and assigning to right team
- Incidents are assigning to the teams with in the SLA time
- Co-ordinated with different vendors for network related issues and hardware replacement
- Handling CSM Hotline calls from vendors and users with in EY office
- Co-ordinate with change management and Major incident team
- Call out on call persons for working on outage cases and major incident cases
- Cascade new updates within the team
- Created process related documents and maintaining the same
- Team lead for ICA team
Technical Support Engineer
Sutherland Global Service
01.2010 - 04.2013
- 2 years 10 months of experience working Desktop support in McAfee.
- Most promising performer award
- Best Tier 2 award
- Counselor for 10 EM team technicians
Education
High School Diploma -
Maharaja’s Technological Institute
Thrissur, India 04.2001 -
Bachelor of Science - Information Technology
Government Engineering College, Sreekrishnapuram
Palakkad, India 04.2001 -
Skills
IT Support
Analytical skills
Probing skills
People Management skills
Communication skills
ITIL process
Incident Management
Monitoring tool outage Management
Coordination skills
Team Player
Attitude
Self Confidence
Customer service skills
Organizational skills
Interpersonal communication
Presentation skills
Critical incident handling
Documentation skills
Emergency analysis
Ref
Manager: Anish Begum
Phone number: 7760503344
Additionalresponsibilities
- Counselor for 10 EM team technicians.
- Drive the monitoring tool outage situations, create P1S3 incident and involve Event Configuration on-call member, capture the impact and actions taken with timeline, and drive the team to restore the service as soon as possible.
- Drive Monitoring team to restore normal service operation as quickly as possible, minimize the adverse impact on business operations and ensure that the best possible levels of service quality and availability are maintained.
- Make sure the initial validation of events, event correlation, creation of incidents, troubleshooting steps for resolution are performing and escalating the incidents to next level for further troubleshooting and resolution.
- Coordinate On-boarding new joiners and resource management to the shift.
- Build a strong team / Mentoring - Build a strong EM team. Always encourages, motivates them. Nominated the eligible members for awards many times.
- Maintaining SLA targets for all events coming to the EM team.
- Monitoring and maintaining quality of Incident handling and making sure all incidents get right attention and resolves on time.
- Reviewing Team's Monthly SLA and OLA Report.
- Having frequent discussion with other domain leads and implement the process improvement plans including training, shift left activities and identification of automation ideas.
- Maintaining respectable relationship with L2 support teams.
- Liaison between Technical Oversight, management and external escalation teams.
- Given next level Carrier progression to the counselees.
Awards
- Most promising performer award; Sutherland Global Services
- Best Tier 2 award.
Previous Experience
2 years 10 months of experience working Desktop support in McAfee.
Certification
AZ900 Microsoft Certified: Azure Fundamentals from Microsoft
Drawing
Outside of work, I enjoy expressing my creativity through drawing, which helps me to relax and recharge. My passion for drawing has honed my attention to detail and problem-solving skills, which I apply to my professional work.
Timeline
AZ900 Microsoft Certified: Azure Fundamentals from Microsoft
10-2024
Introduction to Azure Cloud Shell
04-2024
Agile Explorer from Kyndryl
11-2023
Major Incident Manager
EY
07.2017 - 09.2021
Shift Lead in RSS Event Monitoring Team
EY GBS
01.2016 - 07.2017
Incident Coordination & Assignment team -SDC
EY GBS
04.2013 - 12.2015
Technical Support Engineer
Sutherland Global Service
01.2010 - 04.2013
High School Diploma -
Maharaja’s Technological Institute
04.2001 -
Bachelor of Science - Information Technology
Government Engineering College, Sreekrishnapuram
04.2001 -
Major Incident Manager
Kyndryl
09.202 - Current
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