Jeevan Kumar H
Bengaluru
Summary
Dynamic Incident Management Specialist from Smartshift Technologies, adept in Service Now and AWS, with a proven track record in swiftly resolving major incidents. Excelled in leveraging strong analytical skills and exceptional communication to enhance incident response processes. Renowned for leadership qualities and fostering strong relationships, significantly improving incident management efficiency.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Incident Management Specialist
Smartshift Technologies
08.2021 - Current
- Conducting a thorough analysis and preparing CIN using Service Now for every Sev-1 Major Incident and Sev-2 incident and updating the same until the issues are resolved.
- Coordinating with the respective SMEs for speedy resolution of the Major Incident.
- Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution.
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Opening a Bridge by involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved
- Solid understanding of Incident Management, Problem Management, and Change Management
- Monitor the progress of Incidents and Requests within other IT functions to ensure SLAs are being met and services are being restored
- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
- Monitoring the resource health and troubleshooting the instances using Intermediate Linux commands and AWS Console and providing the information to the resolver groups via communication on the bridge.
- Excellent communication skills, both orally and in writing to adequately communicate at an international level
- Keeping track of all outages (including Sev 3 and 4) during that shift
- Verify application results and find out the errors by accessing manually the application and by using the designated tools like AppNeta, Dynatrace to get the error outputs.
- Worked effectively in fast-paced environments.
Education
Diploma - Electrical, Electronics Engineering Technologies
Acharya Polytechnic
Bengaluru, India07.2018
10th -
New Carmel English School
Bengaluru, India05.2015
Skills
Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities
Strong written communication and analytical skills
Clear documentation and communication skills
Experience using Service Management Incident ticket system (example: Service Now)
Intermediate to advanced skills working with Excel, Word, and PowerPoint
Possession of excellent oral and written communication skills for incident response documentation
Resource health monitoring using AWS
Certification
- Cloud Essentials, AWS Skill Builder.
- Essentials of Linux LFS-101, The Linux foundation.
Accomplishmnets and Rewards
Quarterly Awards Q1 & Q2 - Issued by Smartshift - August 2022
- Received this award for being a good team player and handling the incidents within the SLA by taking up initiative well.
Spot Award - Issued by Smartshift - July 2022
- Received the award for being the best performer in the team of the month December 2021
Quarterly Awards Q1 - Issued by Smartshift - April 2024
- Received the reward for involving 3rd Party platform outside my scope and limitations to contact the engineers which aided in hastening the incident closure.
Languages
Hindi
Advanced (C1)
English
Advanced (C1)
Timeline
Incident Management Specialist
Smartshift Technologies
08.2021 - Current
Diploma - Electrical, Electronics Engineering Technologies
Acharya Polytechnic
10th -
New Carmel English School
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