Objective

To further test my knowledge in the field of IT, with a technology and service-driven organization of repute, and strive to be a challenging team player.

Synopsis

An Engineering graduate with 39 months of IT experience.

3.3 yrs of experience as Critical Incident Manager

Possess talent for quickly mastering new technology. Diplomatic and tactful with customers at all lev-els, demonstrating capability to handle tough situations

Flexible and versatile – able to maintain a sense of humor & clear mind under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Education

Bachelor of Engineering (Information Science) from Visveswaraiah Technological University, Belgaum, in the year 2007 and obtained First Class.

Class XII from V B Darbar P.U.College, Bijapur (First Class).

Class X from V B Darbar High school, Bijapur. (First Class).

Career Summary

April 2006 till date : Critical Incident Manager

IBM India Private Limited – Bengaluru (India)

Professional Experience

Current Job:

Company: IBM India Private Limited

Designation: Critical Incident Manager

Date: From April 2008 to till date

Job type: Full time

Role description:

To manage the clients IT infrastructure under various competencies like Incident, Change, Reporting and Ser-vice Level Management using ITIL concepts.

• To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.

• Ensured to be able to successfully bring down the MTTR (Mean time to resolve) for all categories of in-cidents

• To manage and support all service incidents either personally or via the Service Desk, through to suc-cessful completion and user satisfaction

• To regularly review, performance and trends in response to incidents and to provide recommendations to the Service Manager for service improvement. The emphasis is on swift resolution of critical inci-dents, which have severe business implication or have the potential of causing disruptions / unavail-ability

• Actively manage the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line sup-port groups.

• Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical

Bridges further develop and maintain the incident management process.

• Ensure that any service breach is suitably recorded and described before it is closed

• Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis

• Participate in the escalation process, involving senior delivery team both within IBM and at the cus-tomer side.

Skill Set

General Skills:

ITIL V3 Foundations certified

Sun Certified Programmer for the Java2 Platform, Standard Edition 5.0.

Excellent Communication, Management and team building skills.

Distinctive Activities

An avid reader, with an interest for fiction

Keen Interest in Singing, Traveling.

Personal Details

Date of Birth : 26h Jan 1986

Marital status : Single

Current Address : # EWS 236, 2nd main, 5th cross KHB Colony, Basweshwar Nagar

Bangalore – 560079

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