Gowtham R
Incident Manager
Coimbatore
Summary
Bachelor of Engineering (EEE) with 7+ years’ experience in Infrastructure Services, Server and application monitoring. Experience competency Highly motivated and result oriented professional with strong analytical, problem solving, planning, organizational, presentation, group communication, documentation & interpersonal skills. Ability to manage operational deliverables in terms of targets, including quality targets for a specific process on a day-to-day basis. Additional Achievements Recognized as a proactive team player with fast learning curve and adaptability Appreciated for effectively handling operations during BCPs Awarded as “Customer champion” in the month of December 2016
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Major Incident Manager
Cognizant
- Incident management and Access Management
- Prioritization and Routing the Incidents to appropriate support groups
- Working on application specific issues such as Mainframe, and Tivoli Access Manager
- Managing user accounts through mainframe and Active Directory
- Ownership over the Incidents and Service Request until the resolution
- Installing the necessary software for corporate users
- Configuring and troubleshooting (software & hardware) the replaced/new printer
- Monitoring the Back-up functionality and addressing the issues, if any identified
- Assigning the vendors for hardware issues with devices at retail locations, thus reducing the business impact
- Monitoring the Alert Server and addressing the issue
- Monitoring the End Day procedures and store servers performance
- Diagnosing and fixing issues reported by taking remote using VNC (Remote Application)
- Initiate and ensure completion of Rebuild on workstations in Retail Environment
- Worked in retail Rx(pdx) server(proliant ml310, ml 350), creation, deletion and modification of user profiles in PDX server
- Prioritizing and escalating the issue according to the incidents’ business impact
- Run SQL query to view and execute database
- Handling ITSM tool such as Share & Succeed
- Assisted employees with resolving network problems at remote locations.
- Identified software issues and handled troubleshooting to resolve quickly.
- Conducted post-resolution reviews with team members.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Communicated regularly with customers concerning data exchange and technology integration.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
Team Lead
Cognizant
03.2019 - Current
- L1.5 Support
- Responsible for monitoring and fixing issues with transmissions in AS400 system, containing shipment/order/consignment details between the distribution center and retailers
- Monitor and handle issues with batch jobs running in AS400/CA Automation Client/UC4 automation tool
- Supporting and troubleshooting few in-house applications
- SNOW Remedy tool ticketing, and report generations
- Team Management., Key Responsibilities
- Managing a team of 7 members and ensuring service delivery
- Focus on owning and resolving incidents and Service requests in alignment with the SLAs
- Created reports in SNOW for tracking ticket status on a daily basis
- Co-ordinate with different application and support teams to troubleshoot and resolve issues
- Adapting to new processes, attending KT sessions & creation of/updating run books
- Training & mentoring new joiners in the team
- Creating periodic reports for PMR
- Creation and updating of progress trackers for new joiners
- Provide shadow support and conduct reverse KT sessions
- Conduct periodic reviews with the team
- Assisted in creating RFPs for newer engagements
- Plan shift schedules for the team
- Take on ad-hoc responsibilities independently in a detail-oriented, analytical and self-driven manner
- Ensured to contribute maximum FLR (First Level Resolution) on monthly basis
- Prepare weekly and monthly status reports for higher management
- Regular Coordination with L2 team for Scope addition & Performance review
- Perform RCA for any escalations related to my team
- First point of contact for handling escalations for all technical and process issues
- Drive day to day operations and work plan allocation/management
- Update effort estimation/reviews on need basis for the engagement
- Take corrective actions based on customer satisfaction surveys
- Track performance of team members and update monthly score cards
- Solving specific known Incidents after they were Left shifted from the L2 Team
- Monitoring business processes proactively and fixing before the issues could lead to any Delay in the business and create impact
- Performing Health checks and finding Server and connection outages across All Regions
- Communicating with the client in whatever language Necessary, including Spanish, French and Portuguese
- Performing All the above stated Tasks under high Urgency and Utmost care as a Single Delay could cause Huge Impact in the business processes for the Client
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Adjusted equipment to meet different productivity levels.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Service Desk Analyst
Sutherland Technologies
Chennai
06.2015 - 01.2017
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Higher Secondary -
Grt Mahalakshmi Vidhayala
Chennai 03.2008 - 03.2009
Bachelor Of Engineering - EEE
Vels University
Deemed University
06.2009 - 06.2013
Skills
Technical Skillsundefined
Timeline
Team Lead
Cognizant
03.2019 - Current
Service Desk Analyst
Sutherland Technologies
06.2015 - 01.2017
Bachelor Of Engineering - EEE
Vels University
Deemed University
06.2009 - 06.2013
Higher Secondary -
Grt Mahalakshmi Vidhayala
03.2008 - 03.2009
Major Incident Manager
Cognizant
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