Avinash Kota

Lead

Flipkart Internet Pvt Ltd

Bangalore

03.2016 - Current

Possess excellent communication skills, good leadership and interpersonal skills & ability to Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls
Knowledge of ITSM & ITIL process - Incident Management, Change Management, Problem Management, and Knowledge Management, Service Design, Service Transition. Service Operations, CSI.
A good team player and able to contribute efficiently to other ITSM functions
Able to independently take the correct decisions during the service restoration process/bridge & negotiate well with the Client and relevant stakeholders
Able to participate and contribute well to any Major Incident Review discussions & Knowledge of project management and processes & Sheets, Docs, Slides (or MS equivalent)
Able to draft Communication templates, possess and demonstrate excellent Email etiquette, conferencing skills, and Phone etiquette
Support and nurturing 'process and knowledge base improvements'
Have good exposure in working with BMC Remedy (Genie) Tool, especially in terms of updating the ticket, producing reports and Dashboards
Accountable for resolving the outage via workaround or permanent fix and managing major incidents effectively & Providing periodic major incident metrics reports
Ensure reports are maintained and up-to-date, including contacts information, technical diagrams, post-major incident reviews.

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