Kishore M

ad2zd1@r.postjobfree.com

ITIL® Foundation Certified in IT Service Management

Ph: +1-813-***-****

Professional Summary:

12+ years of IT Industry Experience in Major Incident/Problem/Change/Risk Management Roles on a global basis within a busy operational environment. Experienced in understanding and awareness of ITIL processes and procedures. Experienced in process improvements, documentation, and support strategies. Experienced in the role of Subject Matter Expertise to global clients. 9+ years of IT experience in ServiceNow Implementation and Administration, Excellent organizational skills with the ability to motivate people across the organization to provide solutions.

Skills:

ServiceNow Implementation and Administration, ITIL Processes (Incident, Problem, Change Management), Service Catalog Design and Management, Configuration Management Database (CMDB), Automation and Orchestration, and Service Level Agreement (SLA) management.

IT Asset Management, IT Service Management (ITSM), Knowledge Management, Workflow Development, Integration with Third-Party Tools, Reporting and Analytics, Problem-Solving and Troubleshooting Skills

Proficient in utilizing an array of Batch Monitoring, Ticketing

Reporting tools including Jumpgate, Catchpoint,

OpsGenie, Slack, Nagios, Vugen,

Selenium, VMware, Vrops, Splunk,

Service Now, Remedy,

IBM Tivoli, Netcool, SiteScope,

BSM, BPM,

DevOps(AWS cloud) SysOps certified-Administrator

Experience:

WB SOLUTIONS LLC (Major Incident Manager) Jan 22 to till date

Roles & Responsibilities:

Lead contact for major incidents, driving bridge calls and escalation processes as needed for prompt resolution.

Assess incident priority and severity, orchestrating efforts for timely resolutions while meticulously documenting troubleshooting steps and outcomes.

Maintain visibility of business impacts and resolution pathways during incidents, ensuring effective communication.

Plan, coordinate, and oversee all process-related activities, ensuring compliance with SLAs/OLAs and maintaining high-quality standards.

Proficiently mitigated disruptions and optimized efficiency during Change implementation, ensuring minimal impact on operations.

Escalation of risks and issues to the (Major) Incident Management Regional.

Supported Major Incident Management reporting (KPIs and customer SLAs).

Developed and generated CMDB reports, KPIs, and metrics to monitor data quality and performance.

Performed Major Incident Management in driving Service management best practices and ITIL process standardization.

Work closely with IT Service Management (ITSM) process owners to seamlessly incorporate the Configuration Management Database (CMDB) into various ITIL-based processes such as Incident Management, Change Management, Problem Management, and other relevant processes.

Completed process adherence and handling of major incidents according to SLAs.

Monitor critical alerts, assign incidents to relevant support groups, and document accordingly.

Implemented and configured ServiceNow modules, including Incident, Problem, Change Management, and Service Catalog, to streamline IT service processes.

Problem Management methodologies to identify root cause and resolve reoccurring issues efficiently.

Oversee queue governance, and event monitoring across IT infrastructure, and adeptly manage client expectations.

Generate reports on various performance metrics, such as incident resolution times, service availability, and user satisfaction.

Integrate with other IT tools and systems to facilitate the seamless exchange of information.

Ensure data consistency across different platforms by integrating data from various sources into a centralized system.

Worked with the problem management team to prioritize and implement process improvements to achieve strategic goals for Problem Management.

HCL Infotech ( Infrastructure Engineer ) Nov 2020-April 2021

Roles & Responsibilities:

Make sure that all Critical and Major Incidents are addressed within SLA response time.

Chair Bridge calls for effective coordination of incident resolution/service restoration.

Develop new services & customize them as per the client's requirements.

Supervising high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment.

Troubleshoot priority incidents P1 or P2 promptly & ensured timely closure as per agreed SLA or Incident Metrics and regulated escalation strategy & escalations for breached incidents.

Responsible for sending Incident notifications as per the agreed process.

Continuously follow up with support teams for relevant updates, track against SLA, and drive to resolution.

Monitoring Network alerts and other infra alerts on SolarWinds & SCOM Tool.

Communicate with Business and Clients, the focal point of contact/interface during the occurrence of an issue.

Performed a comprehensive CMDB strategy, aligned with the organization's IT service management.

Track team progress on High-priority and major Incidents and provide daily status updates on outages impacting IS.

Follow up on escalations and issues with clients and vendors.

Managing the IT services operations at all service delivery centers & executing performance dashboards for improved analytics and visibility during review meetings.

Identify patterns and trends in service data to proactively address potential issues and make informed decisions.

Honeywell Technology Solutions (Information Systems analyst ) Aug 2014-Oct 2020

Roles & Responsibilities:

Driving the Incident Management & Critical Incident process with efficiency and effectiveness.

Responsible for Managing and Coordinating the Quarterly Maintenance Window for implementation and smooth transitioning of the changes implemented. Also applying MIM/IM procedures and problem-solving skills to resolve any issues encountered in the IT infrastructure thereafter.

Handling and managing the customers and vendors/support teams on the technical bridges.

Coordinating and hosting the Customer Bridge to provide business updates to business stakeholders.

Establish and maintain Service Level Commitments.

Work with Service Level Manager/Sr. Management to negotiate, get agreement for, design, and maintain SLAs with internal customers and OLAs with other IT support teams.

Experienced in using bug tracking systems like JIRA, Remedy, and HP Quality Centre.

Developed VuGen Scripts for Various applications using various protocols such as Web (HTTP/HTML), and CITRIX protocols.

SPOC for Incident communication for internal stakeholders.

Monitor and manage the incidents/tickets until closure.

Follow set policies and effectively interact with concerned programs in resolving issues.

Diagnose the root cause and determine the resolution to problems.

Prevent problems and resulting incidents from happening by capturing corrective and preventive actions against each problem.

Analyzed CMDB data to identify trends, patterns, and opportunities for process improvement.

ORACLE (Systems Analyst ) Nov 2010 -May 2014

Roles & Responsibilities:

Overseeing and monitoring Enterprise Infrastructure operations with a focus on Incident, Problem, and Change Management. This includes incident identification, validation, remediation, ticket creation, RCA (Root Cause Analysis), and implementation of Change Management solutions tailored to customer needs

Engaged with a diverse client base of 800+ globally, managing relationships and facilitating seamless coordination among geographically dispersed teams.

Responsibility for ITSM tool management to address SLA breaches, ensuring streamlined processes and timely escalations.

Applied Change Management principles to minimize disruptions and optimize IT Processes in alignment with organizational goals

Contribution to the APAC Control Center, providing advanced customer service support for AMER (U.S) & EMEA CC (U.K), ensuring consistent high-quality support across regions.

Collaboration with hardware vendors via regular meetings, aligning technical discussions to streamline the Service Improvement Plan (SIP) in conjunction with the Client Service Manager (CSM).

Design workflows to automate sequences of tasks, ensuring a systematic and consistent approach to processes.

Established and defined team member roles ensured timely feedback mechanisms for enhanced team performance and efficiency.

Proficiency with Microsoft Office products, including MS Office365 E3.

DECLARATION:

I hereby declare that all the details furnished above are true to the best of my knowledge and belief.

PLACE: Tampa Florida

KISHORE.M

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