Manoj K

• Name – Major Incident Management Role) –, Coordinated the response to major incidents (MIs), ensuring minimal impact on critical business services and applications
• Led cross-functional teams during major incidents, acting as the central point of contact for all incident-related communications
• Implemented the Major Incident Management (MIM) process, including identification, categorization, escalation, and resolution of critical incidents
• Produced detailed post-mortem reports and incident timelines, analyzing root causes and ensuring that necessary preventive measures were taken
• Worked closely with Change Management and Problem Management to prevent future major incidents
• Ensured that communication was clear, concise, and timely during high-impact incidents, keeping stakeholders informed throughout the process

Key Achievements:

• Played a pivotal role in the successful resolution of multiple high-severity incidents, reducing downtime by over 25%
• Created a playbook for major incidents that streamlined the process, reducing response time by 10%
• Improved cross-team collaboration during incidents, ensuring that communication gaps were minimized and response times were optimized.

• Monitored the health and performance of the network infrastructure systems that include LAN/WAN systems, routers, switches, firewalls, servers, storage, backup, operating systems
• Resolving network related shared drives issues to the users
• Conducted proactive network monitoring and performed basic troubleshooting for network-related incidents
• Escalated complex network issues to L2 and L3 teams, while maintaining communication with affected users
• Managed and resolved alerts from monitoring tools like SolarWinds and MOMs, ensuring prompt actions were taken to prevent service disruptions
• Coordinating with the customer and third-party service providers of issues, outages and remediation status and documenting all actions in accordance with standard company policies and procedures

Key Achievements:

• Reduced network downtime by 15% by proactively addressing potential issues before they escalated
• Improved network monitoring response times through effective prioritization of alerts and escalation processes.

• Managed and triaged all IT incidents, ensuring they were accurately documented, tracked, and resolved in line with ITIL guidelines
• Facilitated communication between different technical teams to ensure a quick resolution of incidents while minimizing downtime
• Provided timely updates to stakeholders, ensuring transparency and proper management of incidents through their lifecycle
• Participated in Root Cause Analysis (RCA) meetings, offering insights to improve future incident handling
• Led post-incident reviews and collaborated with the Problem Management team to identify trends and prevent future occurrences

Key Achievements:

• Played a key role in reducing the number of recurring incidents through effective root cause analysis and preventive actions
• Developed an incident reporting dashboard that improved visibility and incident tracking for senior management.

• Delivered Level 1 IT support for internal users, handling all incidents, service requests, and general troubleshooting
• Acted as the primary point of contact for end-users, resolving incidents related to hardware, software, and network connectivity
• Ensured accurate and timely ticket creation, categorization, and escalation to appropriate teams
• Resetting password, enabling and disabling the account in account resource and management in AD console
• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
• Handling VPN token issues, Mcafee and Bitlocker data encryption issues
• Troubleshooting MS office and outlook issues
• Experience with using and supporting Citrix Xen-app and Citrix related issues
• Call, Tickets and Email support for On-Site and Off-site employees
• Logging the reference ticket in HPSM ticketing tool for all the calls, tickets and emails received
• Worked closely with the Incident Management and NOC teams to ensure seamless operations

Key Achievements:

• Reduced average ticket resolution time by 20% by implementing streamlined escalation procedures
• Introduced new user-friendly documentation that improved the service desk team's first-call resolution rate by 10%
• Incident Management, Capgemini – Service Desk Role