Shaiju Kannan
Kaniyakumari
Summary
Major Incident and Problem Manager with a decade of experience in managing critical incidents and outages, ensuring seamless service continuity through effective stakeholder communication. Expertise lies in IT stability, root cause analysis, and proactive problem management, driving operational excellence while enhancing customer satisfaction. Proficient in ServiceNow ITSM and well-versed in ITIL best practices. Aiming to leverage this expertise to further enhance organizational resilience and service quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Major Incident and Problem Manager
Allianz Technology India
Trivandrum
04.2023 - Current
- Led and managed high-impact major incidents and outages, prioritizing them based on business impact and urgency to ensure resolution within SLA guidelines, and minimal disruption to service continuity.
- Coordinated cross-functional response teams, ensuring swift and effective incident resolution while maintaining clear communication across all levels of stakeholders, including management and customers.
- Maintained detailed and accurate incident records, documenting timelines, actions, and resources used, while providing regular, clear updates through predefined templates, and communication channels.
- Managed end-to-end problem management for major incidents, including identifying recurring issues, conducting RCA, and implementing corrective measures to stabilize IT systems and improve service delivery.
- Participated in monthly CPI meetings and focus groups, aligning incident and problem management practices with organizational changes and best practices.
Incident Manager
Tata Consultancy Services
09.2014 - 04.2023
- Facilitated the end-to-end management of major incidents, ensuring proper documentation of root cause analyses, and prompt implementation of corrective measures to restore service continuity.
- Worked closely with cross-functional teams to implement proactive measures, analyzing incident trends to reduce future recurrence, and enhance overall system stability.
- Provided training and guidance to team members on incident and problem management, ensuring alignment with internal processes and SLAs.
Education
M.Sc - Mathematics
Noorul Islam Centre Thucklay
01.2020
B.Sc - Mathematics
St.Josephs College Trichy
01.2014
Skills
- Major incident management
- Problem Management
- ServiceNow ITSM
- Root Cause Analysis (RCA)
- Data analysis
- Service Desk
- Decision making
- IT service management
- Reporting and dashboards
Certification
- ITIL Foundations Certificate in IT Service Management
- AZ Tec Gen AI Prompt Engineer
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Major Incident and Problem Manager
Allianz Technology India
04.2023 - Current
Incident Manager
Tata Consultancy Services
09.2014 - 04.2023
- ITIL Foundations Certificate in IT Service Management
- AZ Tec Gen AI Prompt Engineer
M.Sc - Mathematics
Noorul Islam Centre Thucklay
B.Sc - Mathematics
St.Josephs College Trichy
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