ALLEN FERNANDES

Subject Matter Expert – Major Incident & Problem Management at IBM India Pvt Ltd

• India - Hyderabad
• My current job since October 2009

IBM India Pvt Ltd., since Oct’ 09

Subject Matter Expert - Major Incident & Problem Management: Since Feb’ 15
Quality Analyst - Nov’ 12-Jan’ 15
Incident Coordinator- Oct’ 09-Oct’ 12

 Bagged several awards for demonstrating excellence at work and achieving high level of customer satisfaction:
o Awarded “Hall of Fame” for achieving high CSAT score in NAB Service Desk in Fourth Quarter, 2014.
o Recipient of Service Excellence Award “Client First” attribute in Q4 - 2015.
 Contributed towards process improvement and exceeded the metrics as defined by the client on a time-to-time basis, which resulted in achievement of team’s operational goals.
 Key member for driving knowledge sharing practices, best practices sharing, processes and status of deliverables.
 Ensured effective incident management by restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorizing and prioritizing incidents.
 Achieved superior quality benchmarks in services by streamlining the operational functioning, ensuring compliance through complete quality assurance and fixing the loopholes with remedial measures.
 Recommended changes to the IT leadership team and ensured continuous improvement in the Incident Management and Problem Management process by facilitating supporting processes.
 Delivered scalable solutions across accounts, pools and geographies by managing the end to end technical processes, coordinating with the key stakeholders effectively and applying defect prevention methodology across accounts to minimize defects and achieve high CSAT scores.
 Resolved technical snags promptly by working closely with the clients and implementing best architectural strategies and initiatives.
 Implemented systemic reforms, efficiently prepared reports and documentation and maintained effective coordination with various levels across the organization.
 Determined root cause of incidents, created and tracked tasks to prevent or mitigate recurrence, devised and implemented appropriate action plans to ensure CSAT.
 Monitored problem management issues, reviewed the progress of each problem record and take appropriate actions i.e. escalate, transfer the ownership to a different resource, increase the priority of the problem record etc. Closing Problem Records.
 Conducted draft RCA documentation quality check before its submission and ensured that every problem record for which RCA is completed has the list of action items with owners and target dates assigned to each of them.
 Facilitated and supported problem investigation and diagnosis by the Technical Analyst and Problem record owner.

Technical Support Associate at Aditya Birla Minacs

• India - Hyderabad
• August 2008 to October 2009