Kesava Dandu

Seeking a challenging and quality environment where my knowledge can be shared and looking for a vibrating career, which offers ample scope for the improvement of skills and organizational growth.Hardworking and passionate job seeker with strong organizational skills and ready to help team achieve company goals. Organized and dependable person, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

 Nominated as a ‘Rookie of the Year’

Roles & Responsibilities:

• Drive the resolution of high priority incidents and minimized business impact
• Communicated closely throughout the duration of incidents to both IT colleagues and key business stakeholders, ensuring comments were clear and concise without the use of jargon
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Ensured all incidents were understood by the business, the root causes were understood by the business and where necessary supported Problem Management with their investigations
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Business Impact Assessment and Business Resumption/Disaster Recovery
• Reviewing SLA performance and recommend corrective action.
• Producing management information, including KPIs and reports.
• Supporting users (Internal/external) with the application related issues.
• Creation of incident tickets, handling problem tickets as part of Problem management and involved in Configuration changes in the application.
• To follow up on escalations and issues with clients

• Working as Major Incident/ Problem Manager from 2016 to till date.
• More than 4+ years of Experience in Incident Management, Problem Management, Change Management in various domains (Telecom, Manufacture).
• Lead problem investigations and find out the root cause of major problems – application outages, major functionalities.
• Having experience in implementing Incident, Problem and Change Management process.
• Having good exposure in handling Major Incident Management.
• Having good exposure in SLA management.
• Having good exposure on Proactive/Reactive Problem Management.
• Contributed to Service Improvement Initiatives (with respect to Incident Reduction resulting in cost benefits to customers).
• Coordinated with the vendor team on investigations.
• Coordinated with CCRM team on the changes as part of problem resolution and analysis.
• Efficiently organized weekly meetings with Service Owner team and update the investigation progress and send reports on time.
• Documented the workarounds and communication to incident management team.
• Having good knowledge on ITIL Process and completed ITIL foundation certification.
• Experience in generating reports like Weekly status reports and Monthly status Reports.Ø Good Knowledge on MS Office.