Manideep Reddy M

- Incident Response and Management: Led and managed the end-to-end incident management process, ensuring timely resolution of critical incidents and minimizing business impact.

- Stakeholder Communication: Acted as the primary point of contact during major incidents, providing regular updates to senior leadership and stakeholders.

- Root Cause Analysis: Facilitated post-incident reviews, ensuring that root causes were identified and documented, and corrective actions implemented to prevent recurrence.

- Process Improvement: Championed continuous improvement initiatives within the incident management process, resulting in a 15% reduction in incident resolution times.

- Service Restoration: Coordinated with cross-functional teams to ensure swift restoration of services, adhering to agreed service levels and minimizing downtime.

- Tool Optimization: Worked with the ServiceNow platform to enhance incident tracking, reporting, and automation, leading to improved efficiency in incident handling.

- Service Delivery Oversight: Monitored and managed service delivery for key clients, ensuring adherence to SLAs and high levels of customer satisfaction.

- Change Management: Played a key role in coordinating and executing change management activities, minimizing disruptions to service during planned changes.

- Vendor Coordination: Managed relationships with external vendors to ensure seamless service integration and support for critical systems.

- Process Documentation: Developed and maintained comprehensive documentation for service management processes, ensuring alignment with industry best practices and internal policies.

- Customer Escalation Handling: Acted as the escalation point for service-related issues, working closely with customers to resolve concerns and improve service levels.

- Service Desk Operations: Led the service desk team, ensuring efficient handling of incidents and service requests, and achieving a 98% first-contact resolution rate.

- Team Development: Provided training and mentorship to service desk analysts, fostering a culture of continuous improvement and professional growth.

- KPI Monitoring: Monitored key performance indicators (KPIs) for the service desk, implementing action plans to address areas of improvement.

- Reporting: Produced regular reports on service desk performance, including ticket volumes, resolution times, and customer satisfaction metrics.

- Incident Escalation: Managed the critical incidents' escalation process, ensuring issues were resolved promptly.