Kiran Kuldharan

• Manages critical IT incidents (P1/P2) across global environments, ensuring rapid resolution and minimal business impact.
• Leads incident bridges, coordinates technical teams, and communicates with senior stakeholders.
• Drives root cause analysis and continuous improvement through ITIL-aligned processes.
• Skilled in ServiceNow, BMC Remedy, Splunk, and collaboration tools like MS Teams and Zoom.
• Focused on service restoration, SLA compliance, and operational resilience.

Payroll: Optimum Solutions (Jul 2021 - Jul 2022), Mastercard (Aug 2022 - May 2024)

• Directed end-to-end Major Incident Management for critical IT disruptions.
• Prioritized incidents based on business impact and urgency.
• Led MIM bridge calls to coordinate rapid, effective resolution.
• Maintained clear communication throughout the incident lifecycle.
• Managed internal and external escalations with professionalism.
• Tracked SLA compliance and backlog through detailed reporting.
• Contributed to knowledge base development and validation.
• Supported continuous improvement through Root Cause Analysis.

• Led Major Incident Management efforts for critical IT issues.
• Evaluated business impact to prioritize incidents effectively.
• Facilitated MIM bridge calls for coordinated resolution.
• Ensured timely communication and incident closure.
• Managed internal and external escalations.
• Prepared SLA and backlog tracking reports.
• Contributed to knowledge article creation and validation.
• Participated in Root Cause Analysis to drive improvements.

Payroll: ExecuteHr (Jun 2014 - Jul 2015), Prompt Personnel (Jul 2015 - Aug 2016), Tata Communications (Aug 2016 - Jun 2020)

• Delivered technical support, prioritizing incidents by urgency.
• Monitored network alarms and resolved technical issues proactively.
• Coordinated with vendors and maintained system health.
• Collaborated with teams to ensure swift issue resolution.
• Took ownership of user issues, ensuring timely follow-up and closure.