Prince R
Major Incident Manager
Chennai,Tamil Nadu
Summary
Experienced Major Incident Manager with 6 years of expertise in leading and transforming critical incident management. Skilled in resolving high-volume incidents, surpassing SLA targets, and implementing preventive measures to enhance system stability. Proficient in collaborating with cross-functional teams, streamlining workflows, and driving process improvements. Recognized for clear stakeholder communication and effective escalation management.
Overview
6
6
years of professional experience
1
1
Certification
Skills
- Major Incident Management
- Service Now
- Root Cause Analysis
- ITIL
- Service Level Agreement
- Stakeholder Management
- Post Incident Review (PIR)
- Problem & Change Management
- Key Performance Indicators (KPI)
- Cloud Support
- Networking
- Cross-Functional Collaboration
- Leadership & Mentorship
- Analytical & Problem-Solving Skills
Work History
Major Incident Manager (Lead - Infrastructure)
Sutherland Global Services
Chennai
12.2023 - Current
- Effectively lead and manage incident response, ensuring prompt resolution and optimal communication.
- Ensure organized and prompt updates are provided to all parties involved, fostering effective communication.
- Identified underlying causes of incidents through thorough analysis, resulting in effective prevention strategies and regular publication of critical incident reports.
- Ensured comprehensive incident response and improved service availability through collaboration with IT Ops, Network Engineering, Server, IT Security, and Telecom teams.
Incident Management Advisor
Kyndryl Solutions Pvt Ltd
Bengaluru
07.2022 - 12.2023
- Accelerated resolution of high-volume critical incidents, restoring vital services, and minimizing business disruption seamlessly.
- Consistently surpassing SLA targets, demonstrating exceptional incident management skills.
- Meticulously analyzed incidents, identified root causes, and implemented preventive measures.
- Led post-incident reviews, resulting in an impressive 15% reduction in MTTR over the last year.
Technical Services Specialist
Kyndryl Solutions Pvt Ltd
Bengaluru
09.2021 - 07.2022
- Managed escalations for CIO Management, maximizing customer satisfaction and meeting SLAs through strong problem-solving and customer service skills.
- Facilitated onboarding of new team members by delivering comprehensive training modules, resulting in increased productivity and cohesion within the team.
- Collaborated with cross-functional teams to solve intricate technical problems, while enhancing team efficiency and effectiveness through the creation and maintenance of knowledge base articles and support documentation.
Desktop Support Engineer
Shro Systems Pvt Ltd
Chennai
04.2021 - 09.2021
- Supported the effective operation of banking applications, critical systems, RSA tokens, and Citrix configurations through the provision of expert desktop support to a wide-ranging user base.
- Instrumental in the successful completion of a Windows 7 to 10 migration project by delivering both remote support and on-site assistance for over 800 machines, meeting all specified timelines.
Desktop Support Engineer
CMS IT Services Pvt Ltd
Chennai
01.2020 - 03.2021
- Contributed to an efficient and secure network infrastructure by expertly configuring and maintaining printers, Citrix environments, and VPN connections.
- Sustained the highest ticket completer status for three consecutive months, showcasing extraordinary abilities in ticket tracking and resolution while efficiently managing M365 applications, RSA configuration, SCCM client repair, and enforcing stringent security measures.
Desktop Support Engineer
V3 Techserv
Chennai
07.2018 - 12.2019
- Delivered dependable desktop support as a proactive Desktop Support Engineer, enabling smooth functioning of Microsoft 365 (M365) and various client applications for end-users.
- Worked with vendors to ensure optimal functioning of servers, networks, CCTVs, and Fire Alarm Systems.
Leadership Experience
Kyndryl Solutions Pvt Ltd, Bengaluru, India
Incident Management Advisor (07/2022 - 12/2023)
- Led incident response as an adept Incident Manager, directing cross-functional teams to ensure agile service restoration and minimal business impact.
- Pioneered process improvements, optimizing incident management protocols and consistently exceeding SLA targets, underscoring exceptional incident management prowess.
- Assumed the role of Team Leader as needed, exhibiting steadfast support to the team, even beyond regular working hours, to maintain continuous productivity.
Education
Bachelor of Engineering -
T.J.S Engineering College
Chennai, Tamil Nadu05.2018
Certification
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Pursuing Executive Post Graduate Certification in Cyber Security.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Elementary (A2)
A2
Availability
- Adaptable to work in a 24/7 environment as per team requirements.
References
References available upon request.
Timeline
Major Incident Manager (Lead - Infrastructure)
Sutherland Global Services
12.2023 - Current
Incident Management Advisor
Kyndryl Solutions Pvt Ltd
07.2022 - 12.2023
Technical Services Specialist
Kyndryl Solutions Pvt Ltd
09.2021 - 07.2022
Desktop Support Engineer
Shro Systems Pvt Ltd
04.2021 - 09.2021
Desktop Support Engineer
CMS IT Services Pvt Ltd
01.2020 - 03.2021
Desktop Support Engineer
V3 Techserv
07.2018 - 12.2019
Bachelor of Engineering -
T.J.S Engineering College