Critical Incident Manager
Temenos India Pvt Ltd
مجموع سنوات الخبرة :5 years, 2 أشهر
Account/Project : Cloud Command Center. Date: Jan 2023 - Present Role: Critical Incident Manager At Temenos, I excel as a Critical Incident Manager, orchestrating swift and strategic responses to potential crises that could impact our operations, reputation, and relationships with stakeholders. Through decisive decision making, collaborative leadership, and meticulous planning, I ensure our teams are equipped to navigate unexpected challenges and maintain business continuity. Achievements:
• Led cross-functional teams in response to critical incidents such as global financial system outages, cyberattacks, natural disasters etc, Devised cohesive action plans that minimized financial losses, ensured customer trust, and preserved brand reputation.
• Created a comprehensive incident response framework, delineating roles, responsibilities, and escalation protocols. This framework streamlined communication, enabling a rapid and coordinated response and bolstering our resilience.
• Forged strategic alliances with internal stakeholders and external partners, enhancing information sharing and collaborative incident response exercises. These alliances fortified our ability to adapt to evolving threats.
• Conducted post-incident assessments to refine our response strategies. Leveraged insights to optimize our incident response playbook, enhancing our ability to manage and recover from critical incidents.
Experienced Technical Team Lead, renowned for driving exceptional service delivery. Led 25 professionals across L1/L2 teams, resolving queries through diverse channels and ensuring client satisfaction.
Achievements:
-Efficiency Boost: Leveraged cutting-edge tools (ServiceNow, LogMeIn Rescue, AWS SD Monitoring) for streamlined operations and swift issue resolution.
-Strategic Enhancements: Pivotal in process improvements, optimizing workflows for elevated customer experiences.
-Team Empowerment: Managed incidents, mentoring team, exceeding SLAs, and fostering high morale.
-Resource & Operations: Spearheaded staffing, maintained excellence during transitions.
-Positive Environment: Cultivated collaboration, discipline, and goal attainment.
-Problem Solving: Conducted impactful RCAs, driving preventive measures for future excellence.
-Tech Transitions: Served as SPOC for smooth onboarding of processes and tech.
-Knowledge & Training: Led sessions, huddles, ensured up-to-date industry practices.
-Regulatory Adherence: Maintained ISO 23001, 27001 compliance with meticulous documentation.
-Client Relations: Liaised transparently, aligned services with evolving client needs.
Blending technical acumen, leadership finesse, and client-centered approach, I drove exceptional outcomes and foster collaborative cultures.Experienced Technical Team Lead, renowned for driving exceptional service delivery. Led 25 professionals across L1/L2 teams, resolving queries through diverse channels and ensuring client satisfaction. Achievements: -Efficiency Boost: Leveraged cutting-edge tools (ServiceNow, LogMeIn Rescue, AWS SD Monitoring) for streamlined operations and swift issue resolution. -Strategic Enhancements: Pivotal in process improvements, optimizing workflows for elevated customer experiences. -Team Empowerment: Managed incidents, mentoring team, exceeding SLAs, and fostering high morale. -Resource & Operations: Spearheaded staffing, maintained excellence during transitions. -Positive Environment: Cultivated collaboration, discipline, and goal attainment. -Problem Solving: Conducted impactful RCAs, driving preventive measures for future excellence. -Tech Transitions: Served as SPOC for smooth onboarding of processes and tech. -Knowledge & Training: Led sessions, huddles, ensured up-to-date industry practices. -Regulatory Adherence: Maintained ISO 23001, 27001 compliance with meticulous documentation. -Client Relations: Liaised transparently, aligned services with evolving client needs. Blending technical acumen, leadership finesse, and client-centered approach, I drove exceptional outcomes and foster collaborative cultures.
Client
Diligently provided expert-level troubleshooting and desktop support for a diverse spectrum of operating systems including Windows, Linux, and Mac. Managed and resolved an extensive volume of 1000+ support requests, centered around intricate healthcare software and hardware intricacies.
Effectively bridged the divide between intricate technical intricacies and non-technical end-users by articulating complex information in accessible terms, fostering enhanced comprehension and rapport. Methodically documented all support interactions and transactions, contributing to the cultivation of a robust repository for future reference and the augmentation of organizational knowledge.
Demonstrated a meticulous approach in dissecting and evaluating user challenges, leveraging a multifaceted toolkit encompassing tailored test scripts, adept insights, and strategic probing. Displayed an unwavering commitment to timely issue resolution, engaging with users promptly and offering comprehensive guidance through foundational troubleshooting processes.
The culmination of these efforts underscores a profound fusion of technical acumen, refined communication finesse, astute analytical capabilities, and an unyielding dedication to delivering optimal end-user support. This multifaceted skill set bears particular relevance within the critical healthcare landscape, where software and hardware reliability stand as linchpins of operational success.