MOHAN KUMAR
Incident, Problem and Change manager
Guduvanchery
Summary
Experienced IT professional with 7 years of fast-paced environment expertise. Highly skilled in critical incident management, problem resolution, and effective stakeholder communication. Exceptional at analyzing complex issues and coordinating efforts across teams to efficiently restore normal operations. Seeking a transition into a new field to leverage strong analytical and coordination capabilities for success in diverse settings.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Critical Incident Manager
TEK Systems
Bangalore
07.2023 - 03.2025
- Client: Anheuser-Busch InBev
- Led and managed major incidents, overseeing the entire lifecycle from detection to resolution to ensure minimal service disruption
- Determining the priority of the incident based on its impact and urgency
- Coordinated cross-functional technical teams to drive efficient incident resolution and service restoration
- Served as the central point of contact for stakeholders, delivering regular and accurate incident updates to leadership, clients, and service teams
- Developed PowerPoint presentations for management reviews and stakeholder communication, summarizing incident impacts and resolution steps
- Promptly follows up with technical teams to mitigate issues and restore service as quickly as possible
- Skilled in leading bridge calls (War Rooms) involving multiple technical teams, stakeholders, and business heads
- Adhering to the escalation process to involve the necessary team in the War Room
- Responsible for conducting verbal and executive communication with executives, directors, and partners regarding incident progress and resolution, including timescales, comprehensive information, and prompt actions
- Gather pertinent incident-related information and ensure the detailed elaboration of accurate timelines
- Scheduling a postmortem meeting with the responsible team to find the root cause analysis (RCA) of the major impacted Sev1/Sev0 incident and preparing the RCA summary documentation
- Establishing and leading a response when proactive alerts are triggered by the monitoring system, working with responsible teams to mitigate issues and restore service as quickly as possible
- Provide support and carry out daily activities within an Agile framework
- Offering weekend support, on-call support, and rotational shift support to ensure a swift response to major incidents and maintain service continuity
- Tools and Technology used: Jira, Ops-genie, Kanban board, New relic, Slack, confluence
Major Incident Manager
HCL Technologies LTD
Chennai
09.2021 - 06.2023
- Client: The Walt Disney Company
- Handling P1 and P2 incidents confined to HCL scope of support
- Creating problem records and driving towards root cause analysis within specified SLA
- Driving post incident review meetings to understand gaps in the incident handled and derive action plans
- Analysis on incident to create a PPM candidate
- Perform trend analysis for proactive problem management and drive towards closure
- Part of the change review council to review documentation of all change steps, back out plan, and impact analysis
- Ensure the timeline and quality of notifications sent to Disney stakeholders
- Participate in Disney enterprise call to provide all updates on outages and problem record status
- Handle escalations confined to the performance of major incident management team and take preventive measures to avoid escalations
- Incident, problem and request management process trainings and SPOC for HCL Disney team
- Participate in service improvement plan and provide value ideas to improve the quality of service provided by HCL
- Conduct Post Incident Review call with all teams involved in the outage troubleshooting and publish the root cause and lessons learnt from the outage
- Monitor the P1 and P2 queue in HP service manager and follow up with resolver teams on timely action
- Open bridge and drive towards closure whenever there is a service outage
- Host calls for multi-vendor issues and escalate to Disney based on the requirements
- Create SOPs for Incident and Problem management and review on a monthly basis to facilitate the changes and seek approval from customer
- Being prime CAB representative for all support team's changes
- Being single point of contact for Change, Problem review and approvals 24/7
- Maintaining CMDB with up-to-date information for billing purposes
- Tools and Technology used: Slack, Service Now
System Administrator
Magna Infotech
Chennai
08.2018 - 09.2021
- Client: Ashok Leyland LTD
- Providing L1 support to the end users
- Monitoring & updating the status of P1 & P2 incidents
- Lead for Major Incident management team with responsibility of team's performance in handling P1 and P2 incidents confined to IBM scope of support
- Creating problem records and driving towards root cause analysis within specified SLA
- Represent and report IBM managed major incidents and problem records in Daily enterprise call
- Raising service requests to vendors
- Handle escalations confined to the performance of major incident management team and take preventive measures to avoid escalations
- Host calls for multi-vendor issues and escalate to Ashok Leyland based on the requirements
- Escalating & coordinating to L2 support team to resolve the issues
- Create SOP's for Incident and Problem management and review on a monthly basis to facilitate the changes and seek approval from customer
- Tools and Technology used: Codesk
L1 System Administrator
Cintel Technosoft
Bangalore
04.2017 - 07.2018
- Installing Operating systems like Linux, windows server 2012, Windows 7, Windows 8.1& Windows 10
- Working Experience in Active Directory
- Troubleshooting issues in MS office 0365 & Microsoft Exchange Server
- Providing Level 1 support
- Providing remote support via Team viewer & GoTo Assist
- Creating users in local machines
- Configuring Static & DHCP ip address
- Configuring MS outlook and Mapping PST
- Installing & Updating patch of Symantec Antivirus
- Encrypting User Data with Bit Locker
- Daily ticket status update to team
- Installing new computer systems and connecting them into LAN
- Network printer installation & troubleshooting
- Tools and Technology used: Zendesk
Education
Bachelor of Civil Engineering - Civil Engineering
Aarupadai Veedu Institute of Technology
Chennai, Tamil Nadu 04.2010 - 01.2014
Skills
Root cause analysis
Problem-Solving & Decision-Making
Communication & Stakeholder Management
Incident Management & Response
ITIL Framework & Service Management
Process Improvement
Monitoring & Alerting Tools
Crisis & Risk Management
Collaboration & Leadership
Certification
ITIL V4 Trained
Accomplishments
- Recognized as the best performer in incident management by AB-InBev managers and directors.
- Received positive feedback for RCA calls and RCA documentation from Disney service management heads.
- Top performer in managing the highest number of tickets from Ashok Leyland end users.
Disclaimer
I hereby declare that the details and information given above are complete and true to the best of my knowledge.
Timeline
Critical Incident Manager
TEK Systems
07.2023 - 03.2025
Major Incident Manager
HCL Technologies LTD
09.2021 - 06.2023
System Administrator
Magna Infotech
08.2018 - 09.2021
L1 System Administrator
Cintel Technosoft
04.2017 - 07.2018
Bachelor of Civil Engineering - Civil Engineering
Aarupadai Veedu Institute of Technology
04.2010 - 01.2014
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