Nithin Kumar

Incident and Problem Management

• Oversee incident and problem management processes, ensuring timely resolution of business-critical major incidents to meet KPIs and maintain operational efficiency.
• Create ServiceNow reports to optimize aging and orphan incidents, conducting regular reviews of incident assignment groups to eliminate obsolete or decommissioned groups that may lead to incorrect tagging.
• Implement incident governance controls by reviewing any P1 and P2 incidents aged over 30 days, escalating to incident analysts to ensure timely responses and reasons for having them open and maintaining a repository of these responses as evidences for future control tests and Audits.
• Conduct scheduled control tests to verify incident management responses with a central team, assessing the effectiveness of governance controls.
• Review and ensure proper root cause analysis (RCA) documentation for all problems, facilitating structured reviews during major problem meetings and ensuring completeness for effective resolution.
• Maintain detailed RCA documents for Non-Major P1, P2, and P3 tickets, ensuring thorough documentation and tracking of issues.

Knowledge Management

• Manage knowledge management processes by ensuring knowledge articles are created and updated per format guidelines, adhering to trademarks and copyrights.
• Collaborate with authors to address comments and feedback on articles within SLA, reviewing flagged articles promptly to maintain quality.
• Ensure knowledge articles are appropriately tagged to incidents, enhancing future resolution efficiency and supporting knowledge retention.
• Provide certificate renewal support by generating monthly reports of expiring certificates, notifying owners for renewal or retirement, and collaborating with the central certificate team to streamline the automatic renewal process, reducing manual intervention risks.

Incident and Problem Management & L2 Application Support

• Led incident resolution by coordinating resources, managing escalations, and facilitating meetings to ensure prompt resolution, particularly for P1 and P2 incidents, including detailed root cause analysis and problem prioritization.
• Collaborated with technical subject matter experts to develop and implement viable solutions, ensuring effective communication with senior leadership and impacted clients.
• Proactively identified and addressed recurring incidents, initiating the Problem Management process to enhance diagnosis and resolution speed, while preparing KPI and trend reports to inform ongoing improvements.
• Created known error knowledge articles that facilitated faster resolution of recurring incidents, reducing downtime and improving service quality.
• Conducted major incident and problem review meetings, ensuring accurate and complete documentation of all management information.
• Provided on-site knowledge transfer and support to local teams, ensuring seamless operation of Futures Trading and compliance with SLAs for a global investment banking firm.
• Monitored end-of-day batch processes using Autosys and Procmon, driving successful completion of client deliverables and supporting cross-team collaboration during bridge calls.
• Spearheaded business continuity and disaster recovery activities, ensuring robust plans were in place to mitigate risks and maintain operational integrity during disruptions.
• Led automated alert management initiatives, contributing to significant alert reduction and operational efficiency.
• Developed comprehensive playbooks/runbooks, enhancing issue resolution speed and receiving positive client feedback for improved service delivery.