Suraj S

• Directed the Major Incident Management process to ensure quick and effective responses to critical IT service incidents, minimizing service disruption and impact on business operations.
• Established and maintained effective communication channels with stakeholders, providing real-time updates and managing expectations during ongoing incidents.
• Led post-incident reviews to analyze root causes, extract lessons learned, and recommend improvements to prevent future occurrences.
• Collaborated closely with internal technical teams, external vendors, and third-party service providers to ensure timely and coordinated incident resolution.
• Provided dedicated application and infrastructure support, ensuring seamless resolution of issues across both domains to restore services efficiently.
• Developed and implemented comprehensive incident response plans and procedures, enhancing overall incident management capabilities and response times. Prepared detailed Monthly Service Level Reports (SLR), including KPIs, incident summaries, and actionable recommendations for continuous service improvement.
• Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
• Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.

• Provide Environmental Health check on daily basis. Driving an incident to resolution through support engagement.
• Manage incident management bridge calls with support teams, oncall support application teams and management.
• Notification to senior leadership of current status and impact to customers.
• Ensure proper procedures escalation procedures are followed and correct support teams are engaged. Assist with user acceptance testing of new applications.
• Ensuring that all IT teams follow the incident management process for every incident including escalation metrics.
• Had vast knowledge in Incident Identification, Incident Logging, Incident Categorization, Incident Prioritization and Incident Response.
• Resolve incidents to reduce downtime to the business. Improve the quality of IT service and increase availability of the services operation.
• Communicate regarding the progress of the major incidents to all stakeholders.
• Ensure SLA’s don’t breach for any reason.

Problem management:

• Implemented a new problem management process, resulting in a 40% decrease in recurring incidents.
• Conducted root cause analyses for high-impact issues, leading to the development of proactive solutions and a 25% improvement in system uptime.
• Facilitated cross-departmental meetings to address and resolve complex problems, improving team collaboration and issue resolution speed by 35%.
• Developed and maintained problem management documentation, ensuring accurate and up-to-date records for ongoing issue tracking and resolution.

Incident management

• Proficient in creating reports and dashboards in service now.
• Taking ownership of the task assigned to me and providing

the resolution to thecustomer in timely manner.

• Effectively managing incidents and service requests by creating and trackingincidents and service requests.
• Monitored issues on a daily basis and delivered timely resolutions, ensuring tickets were routed to the correct assignment groups and
  diligently followed up to meet customer needs.

Change management

• Maintains, audits and continually improves ITSM change management processes to assure coordinated multi-service provider, change management processes including: Create and process a Request for Change (RFC), Assess and evaluate change, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change and review and close change record.
• Performs Change Approvals and Change Implementation.

• Act as the first point of contact for all IT-related issues (calls, emails, chat, portal).
• Log incidents accurately in the ITSM tool.
• Categorize and prioritize tickets based on impact and urgency.
• Provide initial diagnosis and troubleshooting.
• Resolve common issues at first contact (password resets, access issues, basic software problems).
• Escalate unresolved issues to L2/L3 teams with proper documentation.
• Ensure SLA adherence.