Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Vijay Manda

Incident Manager,Knowledge Manager and Governance
Hyderabad

Summary

Experienced Incident Manager and Knowledge Manager with over 7 years of expertise in managing 10 teams, overseeing governance, and implementing process improvements in complex IT environments. Proven ability to drive operational efficiency through effective incident management, strategic knowledge management, and rigorous governance practices. Skilled in producing insightful monthly and quarterly reports to highlight process improvements and achieve organizational goals. Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Major Incident Manager and Knowledge Manager

TCS
04.2023 - Current
  • Led and managed 10 teams, overseeing incident management, knowledge management, and governance to ensure high performance and compliance with organizational standards.
  • Developed and implemented robust incident management processes resulting in 35% reduction in mean time to resolution (MTTR).
  • Oversaw knowledge management strategy, created and maintained comprehensive knowledge base, resulting in 25% increase in utilization.
  • Ensure strict adherence to governance policies and compliance requirements, conducting regular audits and risk assessments to uphold high standards.
  • Prepared and presented detailed monthly reports on process improvements to senior management.
  • Utilized data-driven insights to recommend and implement process enhancements, resulting in 20% increase in operational efficiency and 15% reduction in incident recurrence.
  • Conduct training and workshops to promote best practices in incident management, knowledge sharing, and governance among team members.

Senior member Technical

Broadridge financials solutions private limited
12.2021 - Current
  • Current Member technical Broadridge | Hyderabad
  • ITSM and remedy CS tools
  • JIRA
  • Genos monitoring
  • Mailbox monitoring
  • Problem managment,incident managment and change managment
  • SFT project
  • Salesforce based tool support
  • Helped in creating share point and knowledge articles
  • Helped in creating training platform like KBs and videos etc
  • Worked on JIRA tool to raise the problem tickets
  • Helped in testing the tool pre production
  • Working closely with automation team
  • Problem tickets
  • confluence
  • User Management
  • CAPAM

Business Analyst

Accenture solutions private limited
01.2019 - 11.2021
  • Accenture | Hyderabad
  • Expert in CompassOne - a deal management tool/product owned by
  • Microsoft
  • Interacting with end customers and helping in resolution of queries related to CompassOne /MSX / CELA/ Phoenix /HRIT / CALC/Global Resource Management/ Clarify/ Change Point
  • Working as an SME in the team and providing trainings/floor support to the team
  • Creating Problem Tickets if and when required with complete RCA on the incidents received
  • Work in sync with the engineering team on issues related to Bug fix, tool enhancements and major data sync issues

Process associate

Genpact
08.2016 - 01.2018
  • Genpact | Hyderabad
  • Process asscoiate
  • International chat process
  • Used to deal with hosting, servers and domains

Education

Engineering - IT

MGIT

Skills

  • Incident Management Systems (eg, ServiceNow, BMC Remedy)

  • Knowledge Management Systems

  • Governance, Risk, and Compliance (GRC)

  • KPI Tracking and Analysis

  • Data-Driven Process Improvement

  • Communication and Leadership

  • Service now tool

  • ITSM and REMEDY CS ticketing tools

  • JIRA

  • Share-point

  • confluence

  • Reports

  • ITIL knowledge

Problem Management

Accomplishments

    Participated in All- india inter university Tournament of body building and Power Lifting.

    Won a sliver medal in Power Lifting Telangana state.

    Won a gold medal in Power Lifting during All-india Selections hosted at JNTUH.

Certification

ITIL Foundation in ITSM

Timeline

ITIL Foundation in ITSM

11-2023

Major Incident Manager and Knowledge Manager

TCS
04.2023 - Current

Senior member Technical

Broadridge financials solutions private limited
12.2021 - Current

Business Analyst

Accenture solutions private limited
01.2019 - 11.2021

Process associate

Genpact
08.2016 - 01.2018

Engineering - IT

MGIT

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Vijay MandaIncident Manager,Knowledge Manager and Governance