Hi, I’m
K.Rahul Abishay
Incident Manager
Hyderabad
Overview
3
Certifications
Work History
Hyderabad
Senior Process Executive (Service Desk Shift Lead)
Job overview
- Experience responding to a variety of IT related queries using strong problem solving skills
- Has good communication and team-building skills
- Displays a high level of professionalism, diplomacy, and customer facing skills
- Demonstrated coaching and mentoring skills with the ability to lead and guide others
- Strong experience in a customer services role with previous experience with an IT technical support role
- Proficient in implementing ITIL best practices across Incident, Change and Problem Management
- Manage teams geographically distributed following the Sun to keep the operations running 24
- 7
- 365
- Delegating tasks to team members and empowering them to take on new challenges, being certain to provide ongoing timely feedback and annual performance reviews that focus on their growth and professional development
- Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team
- Act as a main point of contact for all internal users reporting or highlighting issues with systems or equipment, installs of basic applications and scripts
- Worked with all external technical teams, Service Management and external stakeholders like customer and 3rd party to provide client a full scale application support
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed Service as quickly as possible
- Coordinate with the 2nd /3rd level and regional IT support for knowledge transfer and problem management
- Experience in Ticketing and ITIL process
- Generating the incident on servicenow, assigning the incident for a specific group or user
- Excellent critically thinking and analysis skills, problem solving capacities
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities Escalate complex
- Helping team to troubleshooting like Windows, VPN, Blue Screen, network issues etc.
Education
University Overview
Bachelors Engineering from SRISATYA SAI UNIVERSITY, in the year of 2018.
Skills
Windows Server 2003, Windows XP
SQL
Incident Management, Change Management, Awareness of ITIL methodologies and good practice, Excellent relationship management skills, Infrastructure Knowledge
AppDynamics, SolarWinds and Dotcom
Certification
Certified ITIL 4 Foundation by Axelox
Additional Information
Having Overall 5 years of experience in service Desk as Shift Lead by following ITIL/ITSM standards including Incident Management, Problem Management, Change Management and strong knowledge in application support for Windows and SQL Server. I've driven key service improvements, consistently reduced system downtime and innovative customer support strategies.
Personal Information
- Gender: Single
- Nationality: Indian
- Marital Status: Single