English, Tamil, Kannada & Telugu
Jayakumar D
Associate Lead- Service Management
Bengaluru,KA
Summary
Seeking a position as an ITSM Professional in initiatives that utilize resources with a creative, technology-driven organization in an environment that encourages innovative thinking, recognition, and career development. Looking forward for significant contribution to the grow in the organization.
Overview
4
4
1
1
Certification
17
17
years of professional experience
Work History
Associate Lead - Incident Management
Microland LTD
07.2021 - Current
- Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations and Change Advisory Board.
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Presents operational and service level reports and explains service level support available to internal or external customers.
- Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management and Vendor Management.
- Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordination.
- Led incident management initiatives to streamline processes, resulting in improved response times.
- Mentored junior analysts in incident management best practices, fostering a culture of continuous improvement.
- Conducted training sessions on incident management workflows, increasing team proficiency and adherence.
- Managed a team strength of 11 people.
Incident Management Analyst
Concentrix Dash Pvt Ltd
01.2016 - 01.2021
- Acknowledging the incidents and validating the priority of the incidents.
- Co-ordinate with required technical teams and work towards restoration of the incident within the defined SLA.
- Initiate and drive a bridge call for priority incident.
- Responsible for taking updates from different teams involved and update client/internal leadership on the incident.
- Capturing all the important troubleshooting/resolution steps in incident log.
- Performing RCA on the repeated incident.
- Working towards process improvement by tracking and analyzing incidents.
- Keep users informed and updated about their incident’s status and follow up for recent updates. Provided first-line investigation and diagnosis of all incidents and service requests.
- Escalate Incidents at risk of breaching Service Level Agreement or Operational Level Agreement to the Incident Process Coordinator.
- Identify, initiate, schedule and conduct incident reviews.
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
Sr. Subject Matter Expert
Concentrix Dash Pvt Ltd
01.2011 - 01.2016
- Managing a team of 15 to 20 resources
- Ensure that the internal/external targets are met, and the team shows continuous improvement!
- Conduct proactive team reviews identifying issues/opportunities/actions
- Effective performance planning for self and team; time management and skill to self-organize
- Ability to achieve stretch targets and take decisions as well as manage complex/difficult employee situations
- Team’s Career Planning/manage team performance & expectations.
- Participate in client and calibration call.
Customer Support Executive
Intelenet Global Services Ltd
01.2009 - 12.2010
- Processing the Retail Account opening.
- Validating the KYC with customer documents with mandatory fields.
- Opening account for the valid sole trader, partnership & Companies.
Education
Master of Science -
Vel Sri Ranga Sangu Collage of Arts And Science
Avadi, India 04.2001 -
Bachelor of Science -
Jaya Arrakkonam Arts And Science College
ArrakkonamHigh School Diploma -
Sri Ramakrishna Mission Higher Scecondary School
ChennaiSkills
Incident management
Service level agreements
Change management
Vendor management
Basic networking skills
Service Management
Excellent Communication skills
Client Reporting
Ability to work in ambiguous environment
Performance oriented team worker
Multitasking
Team work and Collaboration
Interpersonal communication
Quality Assurance
Certification
ITIL V4 Foundation
Disclaimer
I hereby declare that all the above information given by me is true to the best of my knowledge and belief. Jayakumar D
Timeline
Associate Lead - Incident Management
Microland LTD
07.2021 - Current
ITIL V4 Foundation
03-2021
Incident Management Analyst
Concentrix Dash Pvt Ltd
01.2016 - 01.2021
Sr. Subject Matter Expert
Concentrix Dash Pvt Ltd
01.2011 - 01.2016
Customer Support Executive
Intelenet Global Services Ltd
01.2009 - 12.2010
Master of Science -
Vel Sri Ranga Sangu Collage of Arts And Science
04.2001 -
High School Diploma -
Sri Ramakrishna Mission Higher Scecondary School
Bachelor of Science -
Jaya Arrakkonam Arts And Science College