Hamsa Reddy

Designation : Major Incident Manager

Period : April 2020- Present

· Ensure all requests are managed effectively according to SLA requirements by whole of Service Operations.

· Generating weekly and daily reports.

· Ensure the change and problem timelines are met.

· Monitors the incident management system for incidents that are unassigned, not active, breaching or close to breach the SLA threshold.

· 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.

· Ensures the status, progress, and history of the incident is up to date and correct for incidents that are not formally escalated.

· Provides inputs to review teams for performance improvement.

· Has the authority to identify an owner for an Incident when required in case of a bouncing of incidents.

· Enables and coordinates communication between the different Resolving Groups for the all incidents.

· Manage high priority incidents through to closure.

· Driving the bridge call during the outages or high priority incidents.

· Update and maintain process documentation.

· Escalate any potential issue to the Senior Incident Managers at agreed times.

· Coordinate with Problem management and Change management Team.

· Chair bridge calls of critical incidents for effective coordination, incident resolution and service restoration.

· 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.

· Ensure that notifications are sent to stake holders during a high priority incident.

Designation: Incident Manger Team lead

Period : April 2018- April 2020

· Productivity of Resources

- Daily and Weekly Productivity Monitoring.

· Training and updating the team on Tools, Process & mentoring the new joiners.

- Help the resource to resolve the tickets

- Work with Problem Management to resolve and find route cause for P1.

- Preparing Weekly and Monthly Service review reports

- SLA Tracking

- Reviewing team tickets and making sure all the tickets are up to date and giving feedback.

- Doing the Quality checks and Audits on the Incidents and Service request and giving the feedback on the same for improvement

- Chair the Monthly and Weekly Meeting with Stakeholders.

Designation: Team Lead

Job responsibility:

· Plan and deliver tasks and oversee the project within the agreed SLA.

· Training and updating the team on Tools, Process & mentoring the new joiners.

· Taking responsibility for the work the team produces ensuring delivery.

· Supporting the team to prioritize work daily by checking Severity, completing business critical tasks on priority.

· Develop and maintain effective relationships with Clients.

· Work co-operatively with fellow business professionals and mentors within and across GEO’s to encourage good work relationships and maintain high levels of Client support and delivery.

· Actively acknowledge team’s efforts, contribution and commitment to the project.

· Demonstrate a commitment to and understanding of performance development techniques and undertake or contribute to performance reviews for team members who are directly under supervision

· Ensure performance review takes place on a timely basis and that objectives are agreed.

· Handling Incidents, Service Requests using different ticketing Tools (Symphony, Service Now).

· Troubleshooting escalated technical issues relating to Networking and Mobile Technologies like Mobile iron, GOOD etc.

· Handling complaints and process related queries which improve the steadiness of the process.

· Worked on project to identify and meet resolution of resolvable incidents for the service desk

· Providing end to end resolution on incidents, requests and problems by collaborating with teams spread across different locations worldwide.

· Follow up on incidents tickets for resolution and RCA internally.

· Responsible for handling business escalation and acted as an Escalation Manager.

· Driving the complete CSAT analysis for Bangalore site and maintained the designated target as per the project requirement.

· Took ownership of providing response and resolution to the tickets within agreed SLA’s along with the Total Time to Resolve.

· Responsible for driving First Touch Resolution.

Designation: Incident Manager / Transition Manager

Job responsibility:

 Due Diligence on current Services  Lead the knowledge absorption and manage the end-end transition of services  Resource hiring and training  Manage DRY Run, Parallel Run and Shadow process  Monitor SLA during SLO Phase  Identify gaps and areas of improvement  Implement areas of improvement and track the SLA during steady state  Monitor the SLA and Handover the services to Steady State Operations Manager

• Handling calls and raising Service requests and Incidents Queue
• Assist team lead in managing the queues
• Attend the calls. Prepare and Share MOMs
• Installing and configuring computer operating Systems and Application
• Monitoring and Maintaining computer systems and networks
• Talking to customers through a series of actions, over telephone to help set up systems or resolve issues
• Troubleshooting systems and networks problems and diagnosing and solving email issues
• Setting up new user’s accounts and profiles and dealing with passwords issues
• Responding within agreed time limit to call outs
• Troubleshoot EUC devices including Desktops, laptops and printers
• Working continuously on a task until completion (or referral to third parties, if appropriate)

· Provide inputs for Incentive plans for the span to create a competitive amongst each individual

· Responsible to prepare action plans for the span to achieve next quarter targets & action plan implementation