BALAJI S G
Major Incident Manager
Bengaluru
Summary
Experienced major incident manager with 8+ years in managing critical IT incidents, driving swift recovery efforts and maintaining clear communication with stakeholders. Proficient in ITIL methodologies, escalation management, and root cause analysis, dedicated to reducing business disruptions and improving operational strength.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Engineering Service Management (Service care Manager)
Unisys Global Services
11.2022 - Current
- Leveraging technology to issue all communications and providing key stakeholder management.
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed.
- Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively.
- Providing periodic major incident metrics reports
- Creating quality reports on major incidents reported and capture all the details to future process improvements.
Technical Specialist (Critical Incident Management)
HCL Technologies Limited
06.2019 - 11.2022
- Takes care of complete Critical incident process
- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
- Responsible for assigning incidents within a group or division
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Determines if an incident needs to be escalated according to priority and severity of the issue.
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Participate in Incident review following major Incidents if needed.
- Identify potential problems if there is increasing trend of repetitive Incidents
- Create Knowledge article with repeatable procedures with a goal of reducing the number of Incidents
L2 Escalation Tech Support
Hinduja Global Solution
02.2018 - 05.2019
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Provided senior technical support to both in-house staff and user departments for network applications
Customer Support Executive
AMAZON Development Centre
05.2017 - 11.2017
- Drove customer escalations to resolution by engaging directly with clients.
- Assisted customers with product adoption and utilization to promote customer success.
- Conducted customer phone calls and in-person visits to maintain positive relationships.
- Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.
Education
B.E - Mechanical
Karpagam Institute of Technology
Coimbatore, Tamil NaduSkills
Multitasking and Prioritization
Service Schedule Coordination
Issue and Resolution Tracking
Documentation Development
Organizational Skills
Customer Service Support
Time Management
Priority Incident Recommendations
Remote Technical Support
Interests
Gardening, Playing Cricket, Playing adventures games
DECLARATION:
I, hereby declare that all the information mentioned above is true to the best of my knowledge and belief. Place: Bangalore BALAJI SG
AREAS OF INTEREST:
- Operation Management
- Incident Management
PERSONAL PROFILE:
- D-O-B: 05-06-1996
- Sex :Male
- Nationality :Indian
Software
Servicenow
Cherwell
Timeline
Engineering Service Management (Service care Manager)
Unisys Global Services
11.2022 - Current
Technical Specialist (Critical Incident Management)
HCL Technologies Limited
06.2019 - 11.2022
L2 Escalation Tech Support
Hinduja Global Solution
02.2018 - 05.2019
Customer Support Executive
AMAZON Development Centre
05.2017 - 11.2017
B.E - Mechanical
Karpagam Institute of Technology