chinthakan k

1. IBM, Bangalore, India 02-Jan 12 to Till date
Customer Base BHP Billiton
Business Unit Global Technology Services - Service Delivery
Environment IT Production Support
Role Major Incident Manager


Major Incident Manager
• Manage, drive and coordinate high priority (P1/P2) Technical Service Restoration calls, ensure process compliance, documentation of incident record with recovery details and timelines, send notifications/updates, escalate/engage senior management for additional incident focus.
• Service Reporting to Management team to advice on all incidents, resolution and SLA breach.
• Provide thought leadership around IT Major Incident Management and Process Improvement
• Represent Incident Management team on Daily Service Meeting call and advice on Outages in progress, Outages that occurred and resolved in the last 24 hours, any major planned changes etc.

2. Thomson Reuters, Bangalore, India 18-Dec 06 to 30-Dec 11
Customer Base Internal and External
Business Unit Investment & Advisory
Environment IT Production Support for Financial Services
Role Incident Manager (Critical), Level-1 Functional Manager
Incident Manager
• Maintaining IT Service Quality: Manage major outages by chairing Incident Control Centre (ICC) calls for ESCALATED Critical Severity 1 and 2 incidents based on Business Critical Escalation, Protracted Recovery & Incidents with no direct path to resolution impacting Customers and Company Brand.
• Leadership: Engage cross-functional teams on voice conference call to prioritize tasks to mitigate risk, ensuring that the right talent is engaged and utilized at the appropriate level for quick restoration of service.
• Stakeholder Communication: Managing Internal stakeholder communication via TeamTrack tool and facilitate External customer communication. Producing management information
• Decision Making: Escalating via appropriate DEFCON level, Gather information and facilitate the decision making process of granting approval for emergency change requests to systems with input from the appropriate teams
• Customer focus: Create and maintain customer relationships, working with the relevant account teams and service owners to provide incident reporting and feedback to those customers.
• Process Compliance: Ensure that the Incident record is fully updated including updates in ServiceManager-7 Tool prior to Problem Management handover. Provide feedback on each and every ICC chaired through the ICC Post Mortem process
Additional Contribution:
Continuous Service Improvement
• Participated in defining the Incident Management workflow for I&A SBU.
• Provide coaching and feedback to Operations teams to eliminate incidents due to human error
• Doing breach analysis to identify discrepancies in incident categorization, Wrong CI, Incorrect call logging - start/End time etc and conduct training session for Incident Management awareness for achieving the SLA's and process compliance.
Service Management
• Practice and comply to all ITIL processes, Audit incidents on the daily service report for process and procedure compliance and provide feedback to Operations Managers.
• Act as an SME in educating the I&A teams and other Operations/Customer facing groups about the incident management process, resolving conflicts within support groups.
Change Management
• Attend Change Advisory Board (CAB) meetings weekly to track all high impacting changes.
• Participate in ECAB meetings to assess the risk and impact and facilitate Emergency Changes during outages
Problem Management
• Attend Post Incident Review (PIR) meetings and contribute the Problem Management team with the incident details for RCA
• Reviewing the efficiency and effectiveness of proactive Problem Management activities, Highlight process gaps and resolve anomalies
• Identifying trends and potential problem sources by analyzing events from monitoring tool and eliminate recurring incidents
L1 Operations
Service Transition
• Involved in transitioning the GSOC Service Desk function from Boston to Bangalore. Setting up Service Desk for 1st Level team for incident management.
• Developed Scope of Work documents.
• Performing process Gap analysis & addressing the same effectively to ensure smooth delivery

Incident Management
• Incident analysis - Monitor, record, diagnose events and triage/escalate. Onsite/offshore Operations management
• Meeting MTTR with WI for service restoration
• Managing routine maintenance (systems, manual backup etc)
• Managing referrals to vendors for smart hands, incident handling onsite (SLA Response/Fix)
• Participating in the major incident management process (ICC)
• Service issues escalation to management


Previous Employment (in brief)

3. Dell International Services, Bangalore, India Aug 04 - Dec 06
Customer US Home and Corporate Users
Environment IT Technical Support
Role Technical Support Expert
• Troubleshooting hardware issues on Dell Desktops and Laptops (Dimensions/Optiplex/Latitude and XPS Series)
• Troubleshoot Win Os, Dell and other 3rd party applications. Configure Printer, Modem, Routers etc.
• Handle customer escalations; Perform audits, Provide coaching and feedback, Conduct product training, Supervise new transition teams.