Summary
Overview
Work History
Education
Skills
Passportnumber
Previous Experience
Personal Information
Timeline
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SHANMUGA SUNDARAM

Chennai

Summary

Proven Incident Manager with a robust background in IT service management, including a pivotal role at TCS. Expert in driving resolution processes and enhancing system operations, showcasing strong analytical skills and technical proficiency in networking and server virtualization. Achieved significant improvements in incident management efficiency, underpinned by an ITIL Foundation Certification and exceptional problem-solving capabilities.

Overview

16
16
years of professional experience

Work History

Incident Manager/Major Incident Manager

Manpower Group
06.2017 - Current
  • Ensure all operational KPIs and Metrics are being measured and met
  • Creating a positive customer support experience and build strong relationships through communication, problem understanding and timely resolutions
  • Escalate/assign incidents and service requests to the development and support team as required
  • Monitor and influence the level 2 / level 3 team performances of escalated incidents and service requests to achieve end to end Service Levels
  • Manage major incidents from identification to service restoration and closure
  • Drive the root cause analysis and produce the RCA documentation within SLA
  • Monitoring Critical Alerts and raising the Ticket to the appropriate Team
  • To conduct periodic reviews for timely course corrections
  • Monitoring the Alarm Tickets and Initiating Bridge calls with the Responsible Teams and monitor the call and co-coordinating till the Severity of the incident is resolved
  • To provide user training and orientation for ongoing/new initiatives
  • Coordinating with the other support teams to create a ticket based on their request and assigning it to appropriate support teams
  • Own Critical / High Incident bridge calls and direct the activity of all responding resources including internal technical resources, vendors, and managers
  • Producing accurate communications in time sensitive situations
  • Guide incident responders in analytical troubleshooting
  • Involve/Activate the appropriate resources to resolve critical incidents in the environment
  • Drive incidents to service restoration/resolution
  • Keep appropriate stakeholders Up-to-Date with latest information on critical / high priority incidents through timely and regular written and verbal communications
  • Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability
  • Drive continued improvement on incident management and problem management processes across different operation
  • Post incident documentation to assist problem management in root cause analysis
  • Ensure proper escalation procedure are followed and correct support teams are engaged
  • Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases
  • Provides approval for business-critical changes, after the fact changes and change deviations
  • Process business critical changes in the change management tool once all approvals have been granted
  • Verify resolution with users and resolve Incidents in ITSM tool
  • Create and submit knowledge articles
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Identify root causes, assign action items, and ensure timely adherence to the RCA process by process participants
  • Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes
  • Work with alerting & monitoring teams to pro-actively avoid high priority incidents.
  • Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.

Tower Lead

Ascena Operation
10.2016 - 03.2017
  • Allocating jobs and workloads to individual’s staff members based on their ability
  • Implementing new initiatives and making sure all staff understand them
  • Giving prompt and accurate information on individual staff member’s performance
  • Making sure all tasks given are done on time
  • Ensuring that appropriate staffing levels are always maintained
  • And that there is certain level is slack in system to cover busy periods
  • Providing daily feedback on performance to junior/senior members
  • Managing team performance and progress
  • Organized training workshop to prove performance of members who were lagging in terms of performance.

Team Lead

Ascena Operation
10.2015 - 08.2016
  • Driving Operational aspects of Incident, Change, Problem and Service Request Management
  • Monitoring Quality system and compliance with present standard, troubleshooting and maintaining requisite documents to ensure complete in process quality and improvement in process
  • Following-up with team and make sure that all components are under monitoring and those were reported for SLA
  • Developed and implemented process documents
  • As part of Tools Management team, tracked all tool issues pertaining to SLA reporting and made sure those were taken care in timely manner
  • Familiarity with SolarWinds Network Monitoring tools
  • Maintain Device configurations using SolarWinds NPM Product
  • Coordinate and work closely with several internal IT teams to maintain high service levels to end users.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.

System Administrator

Sony GDC West
04.2014 - 10.2015
  • Handling primarily Data Centre operation with AS400 Team include alerts Monitoring Scheduling jobs Calendar setup in different Lpars
  • Driving the Operational aspects of Incident, Change, Problem and Service Request Management
  • Accountable for the SLAs of Service Management
  • Following up with support L2 team on Open Incidents, Open requests and MTTR and make sure of under control
  • Driving the team for Service Improvement plans to standardize the identified gaps
  • Followed up with team and made sure that all the components are under monitoring and those were reported for SLA
  • Involved in driving the SLA of both Availability and Capacity management
  • Driving the process team leads to have training/refreshing sessions for support teams for process adherence on every Service Management area.

Support Engineer

Nielsen
04.2008 - 03.2014
  • Receives email/calls from end clients update tickets with appropriate journal entries of activities in Issue Track Tool where initial notification will be sent and closes tickets with resolution entered upon completion of the job
  • Provide investigation, diagnosis, resolution and recovery for Application /software problems
  • When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes
  • Maintain overall ownership of user’s issue & service ensuring that receive resolution within a reasonable timeframe
  • Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Answers Web Portal, Web I-sights, Answers Desktop
  • Provide initial assessment of urgency and business impact on all support calls verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • Maintains log of all worked preformed and processed and turned in to supervisor by the end of the day
  • Supporting the clients for password reset and other issues through call/emails, provide online assistance and assistance through remote desktop connection to the team members at clients' office
  • Instruct new employees on organizational policies and provide training to the team as and when required Prepare and maintain documents for all IT operations and report to the operations.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary.

Education

Bachelor of Science -

University of Madras
Chennai

Skills

  • Service now
  • Net cool
  • IPSoft & Tredmill
  • Front Range HEAT
  • Solar winds
  • Zabbix
  • AS/400
  • Control M
  • Remedy

Passportnumber

L7219251

Previous Experience

  • Techno Soft Global Services, 10-Aug-2005 - 30-Sep-2007, Sr. FTE
  • Smart Infotech Pvt Ltd., 10-Mar-2004 - 01-Aug-2005, FTE
  • Essare Teraoka Ltd, 17-May-2000 - 24-Mar-2004, Account / Admin

Personal Information

Title: Incident Manager

Timeline

Incident Manager/Major Incident Manager

Manpower Group
06.2017 - Current

Tower Lead

Ascena Operation
10.2016 - 03.2017

Team Lead

Ascena Operation
10.2015 - 08.2016

System Administrator

Sony GDC West
04.2014 - 10.2015

Support Engineer

Nielsen
04.2008 - 03.2014

Bachelor of Science -

University of Madras

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SHANMUGA SUNDARAM