Summary
Overview
Work History
Education
Skills
Career Experience
Languages
Career Certification
Tools Worked
Personal Information
Disclaimer
Timeline
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SHREEKRISHNA T ASHOK

Bengaluru

Summary

With over 8.7 years of extensive IT experience, including 8.1 years in Service and Operations Delivery, honed skills in Major Incident, Problem, and Escalation Management. Effective organizational skills and exceptional client interaction abilities to stay up-to-date with the latest developments in the field. Successfully increased the SLA rate by 10% and reduced MTTR by 25% through strategic approaches. Results-driven management professional with a proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Excels in strategic planning, process improvement, and fostering a culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs, ready to make a significant impact in any role undertaken.

Overview

9
9
years of professional experience

Work History

Principal Incident, Problem and Escalation manager

Nielsen
05.2024 - 11.2024
  • Managing and supervision of all Priority 1 incidents from end to end
  • Responsible to schedule and drive Problem management within stipulated time and maintaining CAPA
  • Taken ownership of Incident and problem management process and defining SLA's and building IM & PM process from the scratch along with leading team of 9 members and overseeing the hiring process and onboarding into project
  • Client interaction to ensure Deliverables are delivered and updates on high aged tickets
  • Creating and documenting SOP's and KB articles
  • Partner with IT teams, business units, and vendors to facilitate process execution.
  • Overseeing authenticity if the reroutes in the queues are flowing in right direction
  • Responsible POC for escalations and accountable to resolve them with relevant resolver group or follow escalation matrix till the resolution provided to client
  • Real time analysis of inputs from dashboards to understand the progress and communicating to stake holders
  • Working in critical environment having / Supporting huge global user database
  • Understanding the technical aspects of each issues/incidents to predict the interdependencies which may cause business impact
  • Articulate and distribute timely updates to client with emphasizing on lessons learned
  • Validating documentation and maintaining chronology updates with major technical aspects to make case logs better understanding which helps the Problem Management to find RCA

Lead 1 (Incident & Problem Manager)

CitiusTech Healthcare Technologies
09.2021 - 01.2024
  • Managing P1 issues for quicker resolution round the clock 24/7
  • Working and KPI's set and ensure deliverables are delivered with no or minimal impact
  • Creating SOPs, KB articles to ensure process adherence
  • Participating in client calls and keeping operational deliverables hygiene
  • POC for contact center notifications for the quicker acknowledgement of the issue
  • Cascading periodic communications to stakeholders to keep them updated
  • Auditing tickets to maintain ticket hygiene
  • Being service delivery SPOC, pulling reports on MTTA and MTTR to analyses SLA achieved
  • Analyze process performance metrics, root causes of process execution issues, and trends.
  • Monitoring and managing escalations queue to get it addressed as soon as received
  • Preparing PPT slides and excel sheets with exclusive data presentation on periodic growth
  • Responsible to create KB articles on relative topics and publishing it on required approval
  • Accountable for overall team's performance in a holistic way
  • Participating in client calls for bi-weekly discussion and providing few clarifications if client needed on any of the worked Incident or Change tickets
  • Real time analysis of multiple user / system inputs to decide the plan of actions
  • Active participation on executive client calls to adapt and improve process
  • Constantly monitor ticket progress and cascade the real time updates to stakeholders

Sr. Engineer Cloud and Infra (Major Incident Manager)

CISCO
04.2020 - 04.2021
  • Monitoring P1 and P2 alerts and check status of the alert with respective support teams.
  • Working in critical environment having / Supporting huge global user database
  • Understanding the technical aspects of each issues/incidents to predict the interdependencies which may cause business impact
  • Track and report Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) compliance for Incident and Major Incident Management
  • Documenting all minute updates with major technical aspects to make case logs better understanding which helps the Problem Management to find RCA
  • Understanding Agile, DevOps and lean methodologies
  • Valuing Business impact and then deriving potential impact to prioritize the incident
  • Driving bridge call to restore the service by engaging relevant supporting team
  • Creating problem ticket and providing readout to problem management team
  • Using Splunk and Thousands-eye tools to provide additional issue details to relevant support team
  • Effective utilization of queue management tools to reroute the priority tickets to responsible resolver / support groups to expedite the issue resolve.
  • Clear understanding of Data centre concepts, Cloud technologies, variety of majorly used applications.
  • Analysis in real time for zero tolerance on any infrastructure alert or indicators
  • Worked closely with Service delivery manager to set up Application support team from scratch and contributing in Project migration through driving Hypercare calls.
  • Developing, reviewing and validating Documentation on Sharepoint and confluence to ensure all procedural documents are intact
  • Creating procedure flowcharts for newly setup team

System Specialist (Incident manager)

Bank of America
06.2017 - 03.2020
  • Driving an incident to resolution through support management
  • Documenting key actions during an incident bridge call
  • Notification to senior leadership of current status and impact to customers
  • Provide leadership and guidance to the coordinators
  • Ensure proper escalation procedures are followed and correct support teams are engaged
  • Dealing with client escalations and working with support teams to ensure issues are fixed within the shortest possible timeframe.
  • Arranging a bridge call for the Major Incidents.
  • Point of contact for all Major Incidents
  • Represent the first stage of escalation for Incident.
  • Serve as an escalation point of contact and co-owner of Major Incident, with the primary focus on restoring the services.
  • Facilitate the outage calls and ensure that all the required resources are engaged to work a Major Incident.

System Specialist (Atlassian application admin and Event Management)

Genpact
12.2015 - 06.2017
  • Worked on fast paced environment, where issues related to network outages on Retails or convenient stores, SAP procurement issues, Warehouse internet and CCTV down issues, Discrepancy in weighing machine were predominant issue.
  • Timely escalations for the faster restoration of the services.
  • Maintaining SLA to avoid the business impact.
  • Coordinating with service provider till the issue gets resolved and escalating the issue to service account manager
  • Involving in stand up calls for the better operations.
  • Arranging a bridge call for P1 tickets.
  • Coordinating with the onsite engineers for more troubleshooting.
  • Follow-up with technical team till the outage is resolved
  • Understanding the root cause of the outage
  • Assistance in the completion of Root Cause Analysis report
  • JIRA installation and upgrade in Linux environment
  • JIRA configuration
  • Configure Agile Boards - Scrum and Kanban
  • Good understanding on Agile and Waterfall methodologies

Education

BCA - Computer Science

P.C Jabin College
Hubli, Karnataka
01.2015

MBA - Corporate MBA

Sesadripuram Institute Of Management Studies
01.2017

Skills

  • Incident Management
  • Leadership Experience
  • Operations Management
  • KPI
  • SLA
  • Stakeholder Management
  • Root cause Analysis
  • Process Improvement
  • Change Management
  • Communications
  • ITIL Framework
  • ITSM
  • service Management
  • Continuous Improvement
  • Problem management
  • Escalation Management
  • Stakeholder engagement
  • Agile scrum
  • Knowledge based articles
  • Documentation

Career Experience

  • Nielsen Media, 05/01/24, 11/30/24, Principal Incident, Problem and Escalation manager, Bangalore, Bangalore, Karnataka, INDIA
  • CitiusTech Healthcare Technologies, 09/01/21, 01/31/24, Lead 1 (Incident & Problem Manager), Bangalore, Bangalore, Karnataka, INDIA
  • CISCO, 04/01/20, 04/30/21, Sr. Engineer Cloud and Infra (Major Incident Manager), Bangalore, Bangalore, Karnataka, INDIA
  • Bank of America, 06/01/17, 03/31/20, System Specialist (Incident manager), Bangalore, Bangalore, Karnataka, INDIA
  • Genpact, 12/01/15, 06/30/17, System Specialist (Atlassian application admin and Event Management), Bangalore, Bangalore, Karnataka, INDIA

Languages

English
Kannada
Telugu
Tulu
Hindi

Career Certification

  • Information Technology Infrastructure Library (ITIL) 4 FOUNDATION Certified
  • Pursuing COBIT certification

Tools Worked

  • Jira service desk
  • CISM
  • ScienceLogic
  • Splunk
  • Thousand eyes
  • AppDynamics
  • ServiceNow
  • Putty
  • MS Teams
  • Slack
  • Webex Meet
  • Azure Dashboards
  • BMC remedy
  • Opsgene
  • Confluence
  • Grafana
  • O'reilly
  • Braze
  • Mixpanel
  • PagerDuty
  • Zendesk
  • Looker studio
  • RingCentral

Personal Information

Date of Birth: 07/25/93

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge and belief.

Timeline

Principal Incident, Problem and Escalation manager

Nielsen
05.2024 - 11.2024

Lead 1 (Incident & Problem Manager)

CitiusTech Healthcare Technologies
09.2021 - 01.2024

Sr. Engineer Cloud and Infra (Major Incident Manager)

CISCO
04.2020 - 04.2021

System Specialist (Incident manager)

Bank of America
06.2017 - 03.2020

System Specialist (Atlassian application admin and Event Management)

Genpact
12.2015 - 06.2017

MBA - Corporate MBA

Sesadripuram Institute Of Management Studies

BCA - Computer Science

P.C Jabin College

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SHREEKRISHNA T ASHOK