Drithiman Mohan
Bengaluru,KA
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 5 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Critical Incident Manager
Temenos India Pvt. Ltd.
01.2023 - Current
- Orchestrating swift and strategic responses to potential crises that could impact the operations, reputation, and relationships with stakeholders
- Through decisive decision-making, collaborative leadership, and meticulous planning, ensured teams are equipped to navigate unexpected challenges and maintain business continuity.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
- Assessed incident priority based upon impact to business and escalated issues as necessary
Team Lead/Subject Matter Expert
DXC Technology
10.2021 - 12.2022
- Experienced Technical Team Lead, renowned for driving exceptional service delivery
- Led 25 professionals across L1/L2 teams, resolving queries through diverse channels and ensuring client satisfaction.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Coached team members in techniques necessary to complete job tasks
- Managed schedules, accepted time off requests and found coverage for short shifts
- Developed monthly and daily production output plans to deliver on customer service and financial metrics
Senior Assistant Helpdesk Technician
DXC Technology
01.2020 - 10.2021
- Diligently provided expert-level troubleshooting and desktop support for a diverse spectrum of operating systems including Windows, Linux, and Mac
- Managed and resolved an extensive volume of 1500+ support requests, centered around intricate healthcare software and hardware intricacies.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals
- Attained expert level of product knowledge, becoming go-to person for training individuals.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
Technical Support Engineer
Joules to Watts Business Solutions
04.2019 - 01.2020
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Served as primary point of contact for support relating to owned solutions and products
- Met with team personnel to share details of discovered issues and recurrent custom complaints
- Offered assistance in implementing and developing training programs
Education
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
Bengaluru 01.2019
Skills
- Good analytical and presentation skill, Communication
- Critical Thinking, Reporting
- Good Knowledge of O365 Applications, Building Automation
- Cross-functional team Leadership, Team Management
- Service Level Agreements, Incident Management
- Stress Tolerance, Impact limitation processes
- Business Continuity, Stakeholder Management
- Incident priority assessment, Post incident reviews
- Disaster Recovery, Root Cause Analysis
- Escalation management, Effective Communication
Profile Summary
As a Critical Incident Manager, I bring two years of immersive experience in navigating the intricate landscape of crisis management. Despite my relatively short journey, I am deeply committed to honing the skills necessary for orchestrating precise responses during times of upheaval. My professional background spans diverse industry landscapes, including technology, banking, and healthcare manufacturing. Each sector contributes a unique facet to my adept crisis management acumen. I specialize in tailoring strategies to suit distinct organizational dynamics, identifying vulnerabilities, fortifying them preemptively, and devising comprehensive response protocols.
My skill set encompasses several key areas: first, I thrive under pressure, excelling in high-stakes environments. Second, I guide teams through the crucible of crises, instilling confidence and direction. Third, I have an inherent strength in anticipating potential risks before they materialize, ensuring strategic risk mitigation. Fourth, maintaining composure amidst tumultuous situations is where I remain resolute. Finally, I extract insights from every incident, embracing iterative learning to enhance subsequent responses. For me, achievement lies in upholding operational continuity amidst disruptions. I’ve executed responses akin to a symphony, ensuring seamless progression even in the face of adversity. By fostering a culture of preparedness, I redefine reactions into proactive and strategic initiatives. Looking ahead, I’m enthusiastic about staying abreast of cutting-edge trends in critical incident management, fueled by collaboration with industry peers to continually refine our collective crisis-handling prowess.
Certification
- ITIL V4 - Foundational
- Python
- Git
- C and C++
- Ruby on Rails
- Kaizen
- Temenos Transact24: Customization.
- Azure AZ900.
Languages
English
Hindi
Tamil
Kannada
Key Roles Performed
- Critical Incident Manager : 1 Year 7 Months.
- Team Lead/ SME : 1+ Years.
- Technical Support Engineer : 2+ Years.
Timeline
Critical Incident Manager
Temenos India Pvt. Ltd.
01.2023 - Current
Team Lead/Subject Matter Expert
DXC Technology
10.2021 - 12.2022
Senior Assistant Helpdesk Technician
DXC Technology
01.2020 - 10.2021
Technical Support Engineer
Joules to Watts Business Solutions
04.2019 - 01.2020
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
- ITIL V4 - Foundational
- Python
- Git
- C and C++
- Ruby on Rails
- Kaizen
- Temenos Transact24: Customization.
- Azure AZ900.
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