Pradeep Chandrasekaran

Incident Manager

Client: Philips | 04 - 2021 to 05 - 2025

• Oversee the entire incident lifecycle, from initial reporting to post-resolution follow-up, ensuring thorough documentation and root cause analysis.
• Point of Contact for critical customer issues, facilitating communication between customers and internal teams to address concerns and ensure customer satisfaction.
• Investigate customer concerns and analyze data to find the root causes, and document the strategies to address and prevent recurring issues.
• Implement and document incident management processes and efficiency.
• Lead a team of 24 support specialist which includes 4 Associate Incident Managers.
• Develop training programs to team members to improve overall process ensuring adherence to Service Level Agreements (SLAs), resolution of high-priority incidents within agreed timeframes, best practices and company policies.
• Drive continuous improvement in incident management processes and efficiency.

Associate Incident Manager

Client: Philips | 05 - 2016 to 04 - 2021

• Point of Contact for handling critical incidents, collaborating closely with the Incident Manager to monitor and resolve issues.
• Log and categorize the incidents in the ServiceNow platform.
• Manage the incoming incidents, assign the incident to the team members and monitor towards the priority and severity based incidents are attended first.
• Report real time incident updates to all the stakeholders.
• Prepare and Deliver incident reports and escalation to the Incident Manager.
• Lead a team of 20 support specialist.
• Conduct regular training to junior staff to improve the incident management.

Subject Matter Expert

Client: Philips | 04 - 2010 to 04 - 2016

• Develop and Maintain Global Philips Intranet Sites.
• Develop custom scripts based on the customer needs.
• Deploy Intranet Sites.
• Deploy Resource Libraries.
• Collaborate with the technical specialist and other stakeholders to address the complex issues.
• Manage Access.
• Resolve L2 issues.
• Lead a team of 16 L1 and L2 support staffs.

• Developed administrative console to maintain employee details, payroll, LMS, employee feedback, monthly newsletter, and business enquiry.
• Developed user console for employee login, profile management, view/download pay details, employee feedback, and innovate@mindlogicx
• Developed user and administrative console for the UoI(Universities of India) registration, feedback, survey, and ranking
• Involved in database design for UoI (Universities of India) registration, feedback, survey and ranking modules.
• Involved in database design and development of company's online career portal
• Involved in database design of the IT Support ticketing tool
• Developed user and administrative modules for in-house IT support ticketing tool