Sreenath S
Senior Support Incident Response Manager
Bangalore,KA
Summary
Professional in incident management with history of effectively overseeing and resolving high-priority issues. Known for strong focus on collaborative efforts and achieving results while adapting to changing needs. Skilled in root cause analysis, incident documentation, and stakeholder communication.
Overview
16
16
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Senior Support Incident Manager
Citrix R & D India Pvt Ltd
07.2020 - Current
- Assessing incident priority based on impact to the business and escalated issues as necessary.
- Establish strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improve overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increase customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborate with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Enhance incident response times by streamlining communication channels, and implementing efficient escalation procedures.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
Analyst
HCL Technologies
10.2016 - 07.2020
- Collaborated with cross-functional teams to identify and resolve complex technical issues.
- Streamlined support processes for increased efficiency and faster resolution times.
- Developed comprehensive documentation for troubleshooting procedures, reducing training time for new team members.
- Initiated root cause analysis investigations on recurring issues leading to long term resolutions that improved system stability.
- Provided remote support to global customers, addressing diverse technical needs across various industries.
- Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.
- Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
- Shared best practices within the team which resulted in a more skilled workforce capable of handling complex cases.
- Collaborated effectively with product managers to report customer feedback leading to better product enhancements.
- Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
- Enhanced customer satisfaction by providing timely and accurate technical support to clients.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
Audit Executive
Muthoot Group
12.2014 - 09.2016
- Facilitated smooth communication between management and staff during audits, fostering a culture of transparency and accountability.
- Prevented incidents of fraud by consistently evaluating internal controls and recommending necessary improvements.
- Reduced financial discrepancies through diligent review of financial statements and identification of errors.
- Conducted comprehensive audits for various departments, ensuring compliance with regulatory requirements and industry standards.
- Trained junior team members on auditing best practices, improving overall department performance and knowledge base.
- Played a key role in the successful completion of numerous high-profile audits, contributing to the company''s positive reputation within the industry.
- Supported continuous improvement initiatives within the organization by identifying areas where internal controls could be strengthened or enhanced.
- Streamlined reporting processes by creating clear, concise templates for documenting audit results and recommendations.
- Managed stakeholder relationships during audits, keeping all parties informed on progress and addressing any concerns promptly.
- Identified areas of operational inefficiency, proposing targeted solutions that led to significant cost savings for the company.
- Implemented new policies based on audit findings, ensuring ongoing compliance with industry regulations and best practices.
- Developed customized audit programs tailored to specific client needs, ensuring efficient use of resources while still achieving desired results.
- Maintained up-to-date knowledge on relevant laws and regulations, ensuring accurate guidance was provided to clients at all times.
Web Designing and Development
Global Index
02.2011 - 04.2012
- Provided front-end development support, creating visually appealing designs that aligned with brand standards.
- Enhanced user experience by implementing responsive web design and optimizing website performance.
- Developed custom web applications, resulting in tailored solutions for client needs.
- Reduced load times and improved site speed by optimizing images, scripts, and other assets.
- Engaged with clients to plan and optimize site issues and queries.
- Collaborated with cross-functional teams to deliver high-quality web products on time and within budget.
- Discussed site and app requirements with clients to produce actionable development plans.
- Developed comprehensive testing strategy to identify and remedy usability issues, ensuring seamless user experience.
- Reduced server load and improved page response times by implementing efficient caching strategies.
- Delivered user support to clients to train, educate and answer questions.
- Proved successful working within tight deadlines and a fast-paced environment.
Desktop Support Engineer
Cyber Tech Computers
02.2010 - 02.2011
- Optimized PC performance through regular updates, patches, and system upgrades.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored system performance to maintain system integrity.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
MBA -
Mahatma Gandhi University
Kottayam, KeralaB. Sc. - Computer Science
Mahatma Gandhi University
Kottayam, KeralaPlus Two - undefined
Govt. HSS
Konni, Pathanamthitta, KeralaSSLC -
RVHSS
Konni, Pathanamthitta, KeralaSkills
Incident management
Extra-Curricular Activities
Participated in the National Management Fest. Chief Technical Officer of Management Fest. Editor of Marketing Management Textbook.
Certification
ITIL 4 Foundation.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Declaration
I hereby confirm that the information given here is true to the best of my knowledge.
Bangalore Sreenath S
Languages
English
Hindi
Tamil
Malayalam
Timeline
Senior Support Incident Manager
Citrix R & D India Pvt Ltd
07.2020 - Current
Analyst
HCL Technologies
10.2016 - 07.2020
Audit Executive
Muthoot Group
12.2014 - 09.2016
Web Designing and Development
Global Index
02.2011 - 04.2012
Desktop Support Engineer
Cyber Tech Computers
02.2010 - 02.2011
B. Sc. - Computer Science
Mahatma Gandhi University
Plus Two - undefined
Govt. HSS
MBA -
Mahatma Gandhi University
SSLC -
RVHSS