MOHANKUMAR N

• My primary duty as a Service manager is to ensure that services are efficiently delivered to clients of an organization with the aid of various supporting partners including internal and external partners
• In charge of maintaining over 35 critical financial applications across over 105 locations throughout 25+ countries
• Utilizing ITIL best practices, lead internal and external service review sessions that include performance, service enhancements, quality, processes and CSAT (%)
• Owning big occurrences, collaborating with numerous vendors and other parties, and ensuring effective stakeholder communication for business and post-incident reviews.
• Serve as a mentor and team leader for the major support teams, such as the network, cloud and various vendor teams working on infrastructure, application, and business processes
• Be an accountable for a variety of critical responsibilities within the IT division, including ensuring that Service Support and Service Delivery procedures are in place to satisfy business objectives and facilitating the delivery of high-quality services to end users
• Giving senior business and IT stakeholders a point of contact for escalated issues, ensuring efficient transfer in order to continue providing follow-the-sun coverage in other regions.
• Strong emphasis is placed on demand reduction and ongoing service improvement, putting into practice transformative process improvements via unique initiatives
• Working with project managers, business change analysts, and development teams to understand upcoming demand and make sure service introduction procedures are followed
• Assure availability and production stability for crucial operational business activities

• Developed a Major Incident Management Process for the customer as the Major Incident Owner, developed as per the agreed-upon SLA, and as per the SOW
• Control the Major Incident calls and oversee the whole Major Incident life cycle until the P1/P2 concerns are rectified
• During the major calls, make sure the appropriate management, application business owners, technical groups, or vendor groups are promptly notified of the major incidents
• Conduct comprehensive reviews of each major incident (P1&P2) investigation policy and procedure, separate from the major incident investigation, and report on them
• Track any RCA actions, lessons learned, and suggestions that need to be submitted to business under a major incident

Developed a Major Incident Management Process for the customer as the Major Incident Owner, developed as per the agreed-upon SLA, and as per the SOW.

• Control the Major Incident calls and oversee the whole Major Incident life cycle until the P1/P2 concerns are rectified.

• During the major calls, make sure the appropriate management, application business owners, technical groups, or vendor groups are promptly notified of the major incidents. This will ensure that the right resources are made available on the call to get the right support to address the issues swiftly in order to meet the needs of the customers.

• To conduct comprehensive reviews of each major incident (P1&P2) investigation policy and procedure, separate from the major incident investigation, and to report on them (any lessons to be learned from the policy and procedure review will be taken into consideration, and appropriate action will be taken to ensure any improvements to existing arrangements are implemented within a specified timeframe). The same RCA will be submitted to the customer in accordance with SLA.

• Track any RCA actions, lessons learned, and suggestions that need to be submitted to business under a major incident.

• Successfully defined the Proactive and Reactive problem-solving processes in accordance with customer requirements
• Finding and recording the problems' underlying causes, working on problem investigation and diagnosis with the appropriate support teams
• Effectively implementing and upholding the problem-solving process by seeing trends and possible trouble spots
• Documenting and documenting each step of the resolution process to ensure that either modifications are made or risks are accepted and approved