Manager Resume

Incident Manager Resume Samples

Name:MITCHELL
EMail-Id:mitchell@gmail.com
Contact No:9854658210
Address:Chennai


CAREER OBJECTIVE
  • Professional with more than 9.0 years of progressive experience in Information Technology.
  • To work in a globally competitive environment on challenging assignments that shall yield the twin benefits of the job satisfaction and a steady-paced growth.
WORK EXPERIENCE
Global Incident Manager

CITIBANK – June 2016 to Present

Responsibilities:

  • Publish the Change report for the good to go production and COB servers for the weekend.
  • Also ensure Optout request are raised if the patch Task has been rejected.
  • Monitoring the High priority tickets and acting accordingly.
  • Run the Bridge call for all Critical incidents with all required teams and stake holder.
  • Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
  • Sending Communications / Notifications to End users informing them about the Critical incident and the impact and workaround.
  • Create problem ticket and assign to problem management team for identifying RCA.
  • Perform OPOV analysis for the VTM patching
  • Provide trend analysis on the success rate for patching.
  • Created KEDB and uploading the articles whenever changes are made.
Incident Manager

Hindustan Computers Limited – Chennai, Tamil Nadu – February 2015 to Present

Responsibilities:

  • Checking in Snow for any alerts.
  • Managing the Critical Incidents and provide workaround within the given SLA
  • Run the Bridge call for all Critical incidents with all required teams and stake holder.
  • Sending Collaboration mails periodically to stake holders during a Critical incident.
  • Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
  • Create problem ticket and assign to problem management team for identifying RCA.
  • Performing Maker- Checker process for each request actioned.
  • Perform analysis on the backlogs and submit the final report to the clients/ leads also will work with them to bring those backlogs to closure.
Consulting And Business Solutions Partner

Tata Consultancy Services – Chennai, Tamil Nadu – November 2008 to February 2015

Responsibilities:

  • Monitoring Incident Tickets in ESM and taking ownership.
  • Managing the Major Incidents and provide workaround within the given SLA.
  • Run the Bridge call for all Major incidents with all required teams and stake holder if required
  • Sending Collaboration mails periodically to stake holders during a major incident
  • Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
  • Co-ordinate with all the processes in service support and service delivery to maintain a high standard in QOS
  • Create problem ticket and assign to problem management team for identifying RCA.
  • Follow-up on all critical incident with respective teams and resolve the issue within the given SLA
  • Monitoring Critical tickets and act proactively to avoid Potential Outage
  • To ensure effective handling of the High priority incidents and proper routing of these incidents.
TOOLS USED
  • Service Now – Ticketing, Reports.
  • IBM Tivoli – Used to monitor Alerts
  • Remedy – Ticketing tool
  • Sitescope – Used to monitor application heap percentage
  • HP Service Manager – Used to log tickets
  • Citrix Metaframe – Centralized tool to maintain Citrix related applications
APPRECIATIONS AND RECOGNITION
  • Received Start performer and Star Team Award for best performance on the year 2012 and 2013.
  • Appreciated by the Senior Management for having shown Improvement in Team’s performance by identifying the root causes of various failure and have taken corrective & preventive action plans to combat the errors.
  • Appreciated by the Client for having helped in suggesting Process Improvement Plans and the same have been implemented.
DECLARATION

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