Gopika Sreekumar Nair
Associate II, Cloud Infrastructure Services - UST
Summary
Experienced in IT Infrastructure critical incident management with demonstrated experience of 2 years and 3 month. Experience in running critical incident management process including analysis, prioritization and response planning by assignment to the appropriate technical teams to ensure organizational resilience and minimize downtime during critical events
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Critical Incident Manager
Kyndryl
11.2021 - 02.2024
- Represent the Critical Incident Management Team for Multi Cloud Managed Services (MCMS) across Asia Pacific, Europe and North America regions.
- Single point of contact for critical incidents, including cybersecurity breaches, System and IT Infrastructure related outages.
- Responsible for assigning Priority 1/ Priority 2 Incidents to respective teams.
- Established and maintained communication channels with internal and external stakeholders which includes regulatory bodies.
- Led incident resolution efforts, collaborating with technical and operational teams to minimize downtime and adverse impacts.
- Responsible for closure of assigned incidents and ensure services are restored.
- Lias between technical team, problem and change teams and support them in creating change/problem ticket.
- Participated in BTL(Business Time Left) call and discuss daily progress and status.
- Participated in process audit related activities.
- Responsible for managing and monitoring incident SLAs (Service Level Agreements).
- Publish reports summarizing incident details which includes status of the incidents along with daily work progress.
Technical Support Engineer
IBM
07.2020 - 10.2021
- Provided technical support to customers and end-users, addressing hardware and software issues.
- Diagnosed and resolved technical problems through phone, chat or remote assistance, achieving a 90% customer satisfaction rate.
- Created and maintained detailed documentation, including knowledge base articles and troubleshooting guides, to facilitate the resolution of common technical issues.
- Participated in the 24/7 on-call rotation to provide after-hours technical support during critical incidents.
Education
Bachelor of Technology - Computer Science and Engineering
Mar Baselios College of Engineering And Technology
Kerala 08.2016 - 05.2020
Skills
Incident coordination and management
Communication and stakeholder management
Service management based on ITIL framework
Process optimization
Individual ownership
Troubleshooting on Linux/Windows
Knowledge on Linux commands
Change/Problem Management
Communication and leadership skills
Technical issues analysis
Accomplishments
- Successfully managed a critical incident and ensured track to closure during the tenure in IBM
- Performed successful stakeholder management during a cyber security incident affecting entire organization.
- Earned Incident Management Practitioner Badge issued by Kyndryl
Certification
AWS Certified Cloud Practitioner (2023)
Tools and Technology
- Linux/Windows OS
- MS Office
- IBM applicationslike CrashPlan, Notes, Box, Slack
- ServiceNow for Incident and Ticket management
- CritSitWiz tool
- SQL
Timeline
AWS Certified Cloud Practitioner (2023)
12-2023
Critical Incident Manager
Kyndryl
11.2021 - 02.2024
Technical Support Engineer
IBM
07.2020 - 10.2021
Bachelor of Technology - Computer Science and Engineering
Mar Baselios College of Engineering And Technology
08.2016 - 05.2020