Dinesh Murali
Chennai
Summary
Dynamic Emergency Incident Management Analyst with eight years of progressive experience, including a proven track record at DHL IT Services. Adept at major incident management, process optimization, and cross-functional team leadership. Achieved a 30% improvement in incident response times while coordinating global teams and driving operational excellence. Highly skilled in ServiceNow and major incident coordination, with a strong focus on stakeholder communication, automation, and continuous service improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Emergency Incident Management Analyst
DHL IT Services
Chennai
08.2020 - Current
Resolved over 95% of critical incidents promptly, collaborating with senior management to minimize customer impact.
- Diagnosed and assessed severity for 100+ major events annually, ensuring accurate prioritization.
- Increased event and incident queue response times by 30%, achieving zero unattended tickets.
- Facilitated over 50 bridge calls for major incidents, coordinating rapid recovery efforts with global teams.
- Chaired Root Cause Analysis meetings for all major incidents, reducing repeat incidents by 20%.
- Coordinated with global vendors to resolve network issues 25% faster, enhancing team collaboration.
- Delivered timely business information and incident updates to stakeholders, ensuring operational transparency.
- Automated major incident communications with PowerApps, saving approximately 70 minutes weekly for the team.
Senior Customer Service Representative
HCL Technologies Ltd
03.2017 - 08.2020
- Streamlined support operations, increasing efficiency and automation in service delivery.
- Optimized tool configurations, improving monitoring environments and minimizing false alerts.
- Managed servers in System Center Operations Manager while providing daily application support.
- Facilitated identification of issues to enhance monitoring processes for incident detection.
- Conducted operations review calls with customers to ensure transparent communication and service excellence.
Education
Bachelor of Engineering - EEE
Sri Venkateswara Institute of Science and Technology
01.2016
12th -
St. Gabriel's Higher Secondary School
Skills
- Incident and Problem Management
- IT Operations and Service Delivery
- PowerApps Proficiency
- Process Optimization
- Infrastructure Services
- ServiceNow Expertise
- Office 365 Applications
- Power BI analytics
- IT Service Management (ITSM)
- ITIL Framework Knowledge
- Vendor Management Strategies
- Documentation Enhancement
Certification
• ITIL V4 Foundation
• Microsoft Office Tools – DHL IT Services
• ITS Problem Management Awareness
• Effective Team Communication
• Microsoft Office Tools – DHL IT Services
• ITS Problem Management Awareness
• Effective Team Communication
Projects
Global PowerApps Training
Conducted PowerApps basics training for over 100 global team members, enhancing operational resilience and readiness for application failures.
Queue Automation Tool Implementation
Developed and implemented an automated event management tool, eliminating the need for a dedicated queue manager and improving incident response efficiency.
Refresher of the Week Initiative
Introduced a weekly refresher segment in team meetings, ensuring all team members regularly revisit key topics and maintain process alignment.
Awards
- Quarter 4, 2025 – Improvement Warrior (DHL IT Services)
- Quarter 2, 2024 – Customer service satisfaction (DHL IT Services)
- Performer for three quarters (HCL Technologies Ltd)
- Raising Employee of the Year 2019 – 2020 (HCL Technologies Ltd)
- Achieved the pinnacle of operational excellence (HCL Technologies Ltd)
Languages
- Fluent in English
- Fluent in Tamil
Timeline
Emergency Incident Management Analyst
DHL IT Services
08.2020 - Current
Senior Customer Service Representative
HCL Technologies Ltd
03.2017 - 08.2020
Bachelor of Engineering - EEE
Sri Venkateswara Institute of Science and Technology
12th -
St. Gabriel's Higher Secondary School