Name:MITCHELL
EMail-Id:[email protected]
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.