Gowrish K N
Sullia
Summary
Proven Incident Manager with a robust background in Major Incident and Problem Management, showcasing a track record of swiftly resolving high-priority issues to minimize service disruption. At Softtek Pvt. Ltd, I spearheaded operations that significantly enhanced productivity and SLA compliance. Skilled in ITIL and adept at fostering teamwork, my approach ensures operational excellence and stakeholder satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Incident Manager
Softtek Pvt. Ltd
Bangalore
05.2024 - Current
- Served as primary interface for addressing operational needs.
- Guarantee effective management of all requests in line with SLA requirements.
- Generating weekly and daily reports
- Ensure all information remains up-to-date for non-formally escalated incidents.
- Offers guidance to review teams focused on boosting overall productivity.
- Delegated ownership of incidents to appropriate teams as required.
- Enabled effective communication channels across different Resolving Groups during incidents.
- Oversaw the management of top-priority issues.
Major Incident Manager
NTT Data Services Ltd
Bangalore
10.2021 - 05.2024
- Acted as single point of contact for all high priority incidents until resolution.
- Lead resolution of high priority incidents to successful completion.
- Managed high-priority outage resolution through leading communication channels.
- Ensure all process documents are up to date.
- Liaised between Problem and Change Management Teams for process enhancements.
- Supervised service restoration by orchestrating conference calls during critical events.
- Rapidly inform business community of incidents by collaborating with all impacted groups.
- Coordinated efforts with key individuals for effective major incident management.
- Notify all relevant parties promptly when critical issues arise.
- Provided timely updates on actions taken for P1 ticket.
- Track all actions during the P1 in the Master ticket
- Adhered to escalation matrix for resolving issues promptly.
- Played a key role in Problem Management by supporting the creation of preliminary RCA drafts via Post Incident Reports.
Associate Service Ops Expert – Incident
Microland Pvt. Ltd
Bangalore
05.2017 - 09.2021
- The Shift Manager Role is to act as single point contact for all the operational needs
- Monitored compliance with SLA requirements for all service operations.
- Generating weekly and daily reports
- Consistently achieve deadlines for changes and problems.
- Tracks breaches or impending SLA threshold breaches in incident management.
- Analyzes stalled cases and implements effective measures to ensure progress.
- Ensured response timeliness by tracking case progress as per SLA guidelines..
- Ensured incidents were quickly assigned by identifying responsible owners.
- Manage high priority incidents through to closure
- Driving the bridge call during the outages or high priority incidents
- Update and maintain process documentation
- Coordinate with Problem management and Change management Team
- Directed bridge calls to streamline response efforts during major incidents.
- Coordinated with primary contacts to support the resolution of critical incidents.
- Notify stakeholders promptly in critical situations.
Assistant Engineer-1st Level Assurance (Incident Management)
Ericsson India Global Services Pvt. Ltd
Bangalore
04.2015 - 05.2017
- The Incident Manager Role is to provide a strategic direction across the delivery of the multi-sourced services or of a subset of them within the operational process
- Handled incident assessment and resolution communication with speed.
- Ensure all faults are managed effectively according to WLA/SLA requirements by whole of Service Operations
- Assesses stalled incidents and takes appropriate action to move them through the process
- Tracks cases to ensure timely response in accordance with Service Level Agreement
- Monitors the incident management system for incidents that are unassigned, not active, breaching or close to breach the SLA threshold
- Ensures the status, progress, and history of the incident is up to date and correct for incidents that are not formally escalated
- Ensures misrouted cases are trapped and assigned to correct support workgroups
- Enables and coordinates communication between the different Resolving Groups for the all incidents
- Manage high priority incidents through to closure
- Manage the progression and closure of other incidents
- Update and maintain process documentation
- Escalate any potential issue to the Senior Incident Managers at agreed times
- Assume overall control and ownership for all actual or potential Major Incidents and ensure that all subordinate responsibilities are assigned and monitored
- Ensure that incidents are quickly communicated / escalated to the business community by engaging with the relevant teams for all clusters impacted by an incident
- Engage with key stakeholders as required to support the recovery of Major Incidents
Process Executive
Infosys
Bangalore
02.2014 - 02.2015
- Providing support and ensure proper management of incidents ensuring minimal disruption to the service
- Address and correct all events/issues /tickets referred to the group in an effective and timely manner by utilizing the appropriate internal and external resources
- Verification of notifications to ensure completeness & correctness of the information being sent to the customer
- To act as a centre focal point for all departments during high severity incident and coordinate between them to get the speedy results
- Assemble the Recovery team once high severity incident is declared
- Ensure an Action plan / Back up Plan is created for the restoration within SLA
- Ensure timely communication / information flow towards internal & external stakeholders
- Ensure report delivery towards internal & external customer within the SLA
- Coordinating with External stakeholders (British Telecom) in case of any joint meet required
Education
B.E - E&C
Alva’s Institute of Engineering And Technology
06-2013
12th -
Karnataka State Board
Puttur06-2008
10th -
Karnataka State Board
Sullia06-2006
Skills
- Major Incident Management
- Incident management
- Problem Management
- Change management
- Workforce Management
- Service management
- ITIL
Certification
- ITIL V3 Foundation
- ITIL V4 (Internal)
Personal Information
Date of Birth: 02/15/91
Languages
Kannada
First Language
English
Proficient (C2)
C2
Timeline
Incident Manager
Softtek Pvt. Ltd
05.2024 - Current
Major Incident Manager
NTT Data Services Ltd
10.2021 - 05.2024
Associate Service Ops Expert – Incident
Microland Pvt. Ltd
05.2017 - 09.2021
Assistant Engineer-1st Level Assurance (Incident Management)
Ericsson India Global Services Pvt. Ltd
04.2015 - 05.2017
Process Executive
Infosys
02.2014 - 02.2015
B.E - E&C
Alva’s Institute of Engineering And Technology
12th -
Karnataka State Board
10th -
Karnataka State Board
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