Rama Narayanan KV
Bangalore
Summary
Results-oriented Problem Manager with 9+ years of experience in IT service management, specializing in identifying, analyzing, and resolving IT problems to improve service quality and reduce incidents. Proficient in root cause analysis, problem-solving methodologies, and continuous improvement. Strong communicator with the ability to collaborate effectively with technical teams and stakeholders.
Overview
9
9
years of professional experience
1
1
Certification
Work History
MAJOR INCIDENT MANAGER | PROBLEM MANAGER
Capgemini
Bangalore
06.2023 - Current
- Lead the resolution of high-severity incidents, ensuring timely restoration of services.
- Coordinate with technical teams and stakeholders to identify root causes and implement corrective actions.
- Conduct post-incident reviews, documenting findings, and recommendations for process improvements.
- Develop and maintain incident management policies and procedures.
- Provide regular status updates to senior management and clients during incidents.
- Lead problem management activities to identify, analyze, and resolve recurring IT issues.
- Perform root cause analysis (RCA) and implement corrective and preventive actions.
- Develop and maintain problem management processes and documentation.
- Collaborate with incident management, change management, and other IT teams to ensure seamless operations.
- Prepare and present problem reports and metrics to senior management and stakeholders.
- Facilitate problem review meetings and post-incident reviews to drive continuous improvement.
MICROSOFT INCIDENT MANAGER
Accenture
01.2022 - 06.2023
- Point of contact for the reactive side of the Microsoft accounts
- Jump on escalations calls to support the critical cases
- Identify the problem Clients are facing and share the observations and recommendations with CSAM
- Make sure that the SLA is met for each and every support requests raised
- Responsible for handling team Critsits and Escalations
- Work on case reviews and add the latest updates and progress on the tool
- Handled team labor SharePoint and drive team mates to complete the target given to them
- Schedule weekly sync call with CSAM and Clients and share the critical updates
- Schedule a postmortem call with clients and also share the RCA if requested
- Received many appreciations from CSAM for being proactive and solving complex customer problems
- Be a backup for my teammates and handling their clients during their absence
- Share the process updates to teammates during the team huddle
- Given shadow session for new training batch on how to utilize the tools effectively
- Was working on most of the client holidays to ensure that proper support is given to the clients
- Maintain a tracker of the daily activity I do in excel and share it with Lead when required
- I have maintained the scorecard above the target for all the months
- Helping team in installing the required tools and provided help in setting AVD
- Multitasking by working on Critsits and other activities during the same time.
AMAZON / INCIDENT MANAGEMENT ASSOCIATE
Sutherland Global
Cochin
07.2019 - 12.2021
- Worked as a seller support email associate for 1 year for Incident Management
- After a period of 1 year, I was appointed as a Spoc for new site
- POC for all the new hires Joining the Cochin seller support team
- Support new hires and share the best practices I follow and support them with Incident and tickets
- Do audits, share feedbacks and schedule 1:1 in the absence of TM
- Follow up with old Incident and try to resolve them
- Do RCA for the top issues and share them with TM
- Create reports and share the latest trends with TMs.
SALES REPRESENTATAIVE
KG Infosystems
09.2018 - 07.2019
- Call customers and pitch in to sell Optishot Golf simulator.
L2 CUSTOMER SERVICE ASSOCIATE
Amazon India
08.2017 - 09.2018
- Joined a team of 100 members as pilot batch of Amazon Coimbatore
- Handling both chats and email for retail customers at the same time
- Responsible for providing expert resolution to US customers
- Received Customer Brand Ambassador award by delighting my customer with most cost-effective solutions both for Amazon as well as the customers
- Was a part of Organizing committee of Post Peak 2017.
CUSTOMER SERVICE ASSOCIATE
Sutherland Global
Chennai
06.2015 - 07.2017
- Joined as a fresher and received best customer support agent within 3 months
- By constantly meeting the targets given, I was promoted as CS lead Internet
- Responsible for processing replacements and refund which is more than $500 for a team of 30 members
- Handle 1st level and 2nd level escalations chats and call and providing customers with expert solutions to their issues.
Education
B.E Electronics and Communication Engineering -
Sriguru Institute of Technology
08.2011
Skills
- Effective communications Skill
- Multitasking
- Quality Assurance
- Team player and complete teammates work during absence
- Analytical and Problem-solving skills
- Problem Management
- Root Cause Analysis
- Priority incident recommendations
- Improvement Recommendations
Certification
- Completed ITIL Foundation 4 from Capgemini University.
- Completed English for Effective Business Communications from UCI.
Accomplishments
- Got 1st prize for paper presentation.
- Got 2nd prize for project presentative.
- Received customer delighting award.
- Received many appreciations from CSAM and Customer.
Timeline
MAJOR INCIDENT MANAGER | PROBLEM MANAGER
Capgemini
06.2023 - Current
MICROSOFT INCIDENT MANAGER
Accenture
01.2022 - 06.2023
AMAZON / INCIDENT MANAGEMENT ASSOCIATE
Sutherland Global
07.2019 - 12.2021
SALES REPRESENTATAIVE
KG Infosystems
09.2018 - 07.2019
L2 CUSTOMER SERVICE ASSOCIATE
Amazon India
08.2017 - 09.2018
CUSTOMER SERVICE ASSOCIATE
Sutherland Global
06.2015 - 07.2017
B.E Electronics and Communication Engineering -
Sriguru Institute of Technology
- Completed ITIL Foundation 4 from Capgemini University.
- Completed English for Effective Business Communications from UCI.
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