Arunkumar M
Major Incident Manager
Coimbatore
Summary
An IT professional with 7 years of experience in service operations, aligned to my job profile being a single point of contact for the major incidents, mobilize and lead the major incident to isolation, liaise with senior management and stakeholders, facilitate the decision making and problem-solving processes, and ensure that the major incident is resolved as soon as possible with minimal disruption.
Enthusiast in learning and improvising knowledge in network & security, it is such a fascinating and important field in today. It is a great way to combine technical skills, creativity, and ethical awareness.
Overview
7
7
years of professional experience
6
6
Certifications
1
1
Language
Work History
Major Incident Manager
Infosys Limited
Coimbatore
03.2022 - Current
- Leading the Priority 1 and Priority 2 bridge calls in the shift and drive the Level 2 groups to obtain resolution and root cause and managed effectively within SLA
- Liaise with cross functional support teams, vendors, stakeholders (Both internal and external) during the priority calls to share the updates about ongoing priority calls in timely manner
- Whilst the major outages cascade the ongoing progress/updates with end users through multiple channels
- Ensure that escalated and VIP incidents are handled on priority basis with defined SLA's
- Validate the ageing incidents/tasks, assemble required respective cross functional teams and work closely to resolve those incidents
- Perform quality audits for the incidents processed by support engineers and share feedback if there is a flaw or appreciation for their good works
- Analyze open incidents and validate agreed parameters are achieved
- Identify if any open issues in environment and raise a proactive problem record, work together with problem management and respective support teams to investigate and isolate the issue
- Conduct training session about incident management process periodically for all cross functional teams to ensure engineers are up to date
- Review the configuration management database and ensure IT assets such as hardware, software, applications are updated with right information, and update if any modify required
- Maintaining, reviewing, and updating the process related documents related to the operation center activities
- Persistent learning on Network & Security domain technologies such as Computer networks, Infrastructure Security Network, Ground level network devices and their working etc
- Strong understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture and core technologies such as IP, TCP, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
Major Incident Manager
Tata Consultancy Services
Chennai
09.2020 - 03.2022
- Tata consultancy services
- Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
- Leading the Priority 1 and Priority 2 bridge calls in the shift and drive the Level 2 groups to obtain resolution and root cause and managed effectively within SLA
- Collaborate with cross functional teams to proactively resolve incidents and mitigate impact to customers/partners
- Responsible for sharing communication and reporting major incidents with the stakeholders (Both internal and external)
- Provide communication about the major ongoing issue and planned outages on regular basis
- Broad understanding of Incident and Problem Management - Strong written and verbal communication skill
- Coordinating with the Problem Management team to record the detailed RCA of Major Incidents
- Also analyzing the potential threats posed by various problems proactively and initiating the pre-emptive measures with the concerned teams and Problem Manager to take required action and document the same
- Conducted Monthly Audit for the CMDB application services (200+).
Incident Manager
Tata Consultancy Services
Chennai
11.2018 - 09.2020
- Tata consultancy services
- Operations Center tasks include handling the Alerts which are incoming from various channels and monitoring the effectiveness of the alert to Incident conversion
- Performed team quality monitoring and continuous improvement driving
- Leading the team as point of contact for escalated contact resolution of a business impacting or sensitive nature
- Ensure that problem incidents received the appropriate amount of attention through timely follow-up
- Adhering to the SLA (Service Level Agreement) process defined for each categorization and severity of the alerts
- Periodically analyzing the lifecycle of the incident and closing them as per the agreed guidelines
- Publishing weekly and monthly alert analysis and incident analysis and employing systematic approach to fine-tune the alert mechanism
- Maintaining, reviewing, and updating the process related documents related to the operation center activities
- Strong understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
Support Lead
Tata Consultancy Services
Chennai
11.2017 - 10.2018
- Tata consultancy services
- Drive the team to achieve the quality parameters, CSAT and maintain the abandoned rate of calls/chats
- Handling VIP requests, ticket follow ups on business hours, highlighting urgency requests
- Collecting priority checklist information and engage incident manager for priority 1/2 requests
- Conducting weekly meeting to discuss about the parameters met and missed.
Help Desk Analyst
Tata Consultancy Services
Chennai
07.2016 - 11.2017
- Tata consultancy services
- Technically assist employees globally
- Single point of contact for all queries related to hardware, networking, VPN, Outlook issues, Password issues, Lotus notes & Active directory
- Achieve SLA's pertaining to quality, talk time and customer satisfaction
- Ensuring quality/compliance is maintained and targets are achieved as per the business goals of the team.
Education
Computer And Information Sciences
03.2022 - Current
Bachelor of Science - Electronics and communication system
05.2013 - 05.2016
GPA: 7.6
Skills
Incident Management
Problem Management
Service Operations
ITIL Framework
Six Sigma
CyberSecurity
OSI Framework
Problem Analysis
Major Incident Management
Cryptography
Ethical Hacking
Incident priority assessment
Agile framework
Impact limitation processes
Network security
Firewalls, VPNs and security
Networking skills
Persuasive
Contributive
Solution oriented
Quick to Adapt
Enthusiastic
Certification
ITIL Service Operations – Foundational Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bharathiar University - , Computer And Information Sciences
03.2022 - Current
Major Incident Manager - Infosys Limited
03.2022 - Current
Major Incident Manager - Tata Consultancy Services
09.2020 - 03.2022
Incident Manager - Tata Consultancy Services
11.2018 - 09.2020
Support Lead - Tata Consultancy Services
11.2017 - 10.2018
Help Desk Analyst - Tata Consultancy Services
07.2016 - 11.2017
Rathnavel Subramaniam College of Arts And Science - Bachelor of Science, Electronics and communication system
05.2013 - 05.2016