Summary
Overview
Work History
Education
Skills
Certification
Personal Details
Languages
Hobbies and Interests
Declaration
Timeline
Generic

Karthik Venkatesh

Summary

Dynamic Senior Incident Manager with a proven track record in incident management and technical issue resolution. Recognized for driving escalations to completion and enhancing client satisfaction. Skilled in analytical problem solving and team leadership, I thrive in fast-paced environments, consistently achieving service level agreements and delivering exceptional support.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Incident Manager

Impelsys Pvt Ltd
07.2019 - 11.2024
  • Provide client support and technical issue resolution via Live Chat, E-Mail, phone and other electronic medium.
  • Diagnose reported problems or configuration issues and recommend possible solution.
  • Discuss and troubleshoot issues reported by client/end customers and respond back to client/customers with solution/resolution.
  • Escalate critical issues to appropriate individuals/teams/clients.
  • Drive resolutions of escalations through to completion.
  • Provide training to clients/customers/ internal teams as an when required in the use of applications/Products.
  • Assist customers with Software/hardware/account/subscription/access issues.
  • Maintain Support Metrics.
  • Create and utilize detailed analytical reports.
  • Document all technical inquiries and customer-reported problems in customer tracking database and in the bug Tracking system, including the nature of the inquiry, and the resolution recommended.
  • Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, and customer registration and problem escalation.
  • Performing root cause analysis on escalation tickets & advising the team to overcome on same.
  • Providing process analysis to team members.
  • Sending out weekly reports on the number of tickets handled by the team.
  • Updating team with new or changes in process via mail & weekly meeting.
  • Training new hires on function and responsibilities of the process.
  • Received “Best Performer of the Quarter”.
  • Solely handled entire process at crunch situations as & when required.
  • Got an opportunity to train new hires.

IMAC Coordinator

IBM INDIA PVT LTD
05.2015 - 07.2018
  • Responsible for planning, scheduling, prioritizing and coordinating IMAC (desktop system Install, Move, Add, and Change) activities.
  • Responsibilities include all of the following: receiving, reviewing, and coordinating client's requests for break/fix resolution, builds, adds, changes, installs, moves, and removes.
  • Representing Deskside and coordinate activities with interdepartmental functions such as Network Services, Maintenance, Server, etc.
  • Ensures that IMAC's are performed within defined SLAs.
  • Answer client questions, provide consulting on desktop computing solutions.
  • Using client specific tools and play a key role in client satisfaction for IMAC requests.
  • Also responsible to have a clear understanding of the idiosyncrasies of each unique client environment, and provide related client feedback to other IBM development and service departments.
  • Ensured KEDB (Known Error Database) is being updated for every Priority 1 ticket.
  • Responsible for coordinating, planning scheduling and prioritizing IMAC activities, and understanding their client requirements so that the IMAC activities flow properly.
  • Conducting team meetings on a daily basis.
  • Providing process updates and changes to team members.
  • Updating team with new or changes in process via mail & weekly meeting.
  • Providing on floor support for team members.
  • Awarded as the best performer.
  • Achieved client appreciations for following sop’s.

Service delivery coordinator

Unisys Global Services India
05.2007 - 08.2011
  • Assist in creating onsite and phone support Service Requests for the customers and the technicians.
  • Closing the Service Requests for the technicians and solving their issues related to the Service Request.
  • Assisting the Engineers in meeting the SLA for the Service Request.
  • Creating Unisys Ticket numbers for republic of Ireland and northern Ireland as they don’t have access for Service request System.
  • Monitoring mailbox consistently to create onsite service request for clients like Apple, Nortel, Emc.
  • Interact with clients which include Nokia, Isilon, UK Police Department, Netapp, British Telecom, Sonera, Nortel, Egenera, EMC, Amadeus, HBOS, Nationwide Building Society, Telia, and TDC.
  • Ordering parts for the service requests logged by the clients in the SRMS.
  • Close interaction with the CPAC (Customer Parts Allocation Centre) team in Netherlands and in Bangalore for the proper delivery of the parts to the client sites.
  • Assigning engineers for the Service Request logged by the Clients with the assistance of RCC (Resource Control Centre) in Milton Keynes, UK.
  • Allocating parts using the GLS (Global Logistics System) during Out Of Hours.
  • Interact with DHL in Belgium for ordering parts on EMC service Requests.
  • Log Service Requests with Third Party Vendors like Kodak, European Electronic, Storagetek, Micro computers, etc.
  • Interact with Duty Manager during Out Of Hours in case of difficulty in assigning engineer for a Service Request.
  • Allocating/Managing shipment of Parts from Client site to Customer site via DHL, FEDEX, Choice, Sonic, etc.
  • Allocating/Managing shipment of Parts for all theatres-USA, AUSTRALIA, EUROPE, LATIN AMERICA, & CANADA.
  • Researching parts for our engineer.
  • Monitoring mailboxes & processing the order as required.
  • Checking on emails and responding to them with the required information.
  • Researching the escalation emails & advising the team to overcome on same.
  • Providing process analysis to team members.
  • Updating team with new or changes in process via mail & weekly meeting.
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Training new hires on function and responsibilities of the process.
  • Received “Best Performer of the Quarter”.
  • Solely handled entire process at crunch situations as & when required.
  • Got an opportunity to train new hires.

Customer Care Executive

Mphasis business process outsourcing solutions
06.2006 - 05.2007
  • Maintaining customer account information.
  • Providing account details to the customer.
  • Promoting about loans and mortgages of the bank to Customers.
  • Educating customers about their overdraft limit and advising them how to overcome their debts in future.
  • Escalating issues with high priority to Fraud Prevention team if there is any fraud which is happened on the customer account.
  • Transfer funds and balances from one banking account to another.
  • Monitoring calls for new hires and providing feedback to them on how to improve their process knowledge.
  • Documenting new updates and providing the same to everyone in the process.
  • Researching on escalation calls during weekends and having a meeting with managers to overcome the errors.
  • Working closely with command centre and providing ideas to schedule the staffing during weekends.
  • Received an appreciation letter from customer from Client for being courteous and understanding the pulse of the customer.
  • Assigned as SPOC for a particular team.
  • Taking initiatives to improve the process knowledge across all teams in the process.

Education

Diploma in mechanical Engineering - Mechanical

Government of Karnataka
Karnataka

Pre University College (10+2) - Commerce

R J N Educational Academy

Secondary School Leaving Certificate - Indian Certificate of Secondary Education

Bethany high school

Skills

  • Incident management
  • Technical issue resolution
  • Service level agreements
  • Problem solving
  • Service management
  • SLA management
  • Technical troubleshooting
  • Customer relationship management
  • Technical support
  • IT Service management
  • Service delivery
  • ITIL
  • Analytical problem solving
  • Decision making
  • Time management
  • Communication
  • Diplomacy
  • Client interaction

Certification

ITIL certified professional, ITIL V3 Service Management Certified

Personal Details

  • Gender: Male
  • Nationality: India

Languages

  • English
  • Hindi
  • Kannada
  • Tamil

Hobbies and Interests

  • Outdoor Sports
  • Long drive
  • Listening to Music

Declaration

I do hereby declare that the above particulars of information and facts stated are true and complete to the best of my knowledge and belief.

Timeline

Senior Incident Manager

Impelsys Pvt Ltd
07.2019 - 11.2024

IMAC Coordinator

IBM INDIA PVT LTD
05.2015 - 07.2018

Service delivery coordinator

Unisys Global Services India
05.2007 - 08.2011

Customer Care Executive

Mphasis business process outsourcing solutions
06.2006 - 05.2007

Diploma in mechanical Engineering - Mechanical

Government of Karnataka

Pre University College (10+2) - Commerce

R J N Educational Academy

Secondary School Leaving Certificate - Indian Certificate of Secondary Education

Bethany high school

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Karthik Venkatesh