راهول Kuzhuppillil

Operations Team Leader | Incident Manager في Eurofins

• الهند - بنغالورو
• يناير 2018 إلى أغسطس 2022

4.8 years of experience managing the end-to-end operations of the GISC (Global IT Infrastructure Service Center) operations as per Eurofins IT Alert Management, Incident Management process and procedures. Worked in a cross functional capacity as Team Lead (TL - 1+ years) and Major Incident Manager (MIM - 3.5 Years) managing a team of 24 members from 3 offshore centers in Malaysia, India and Costa Rica. Single point of contact for Management as well as Customers for the GISC Operations, responsible for Incident Management and contribute in Problem investigations.

Highly experienced in Major Incident Management, successfully fulfilled the Incident Manager role (IM) in over 140 major incidents, ensured that they are logged, progressed, updated, authorized, expedited and resolved efficiently. Chairing both technical and management bridges, maintaining time-to-time stakeholder communication and Vendor Management. Problem solving and making strategic decisions by prioritizing incidents while applying ITIL framework. Post incident documentation (PIR) to assist to identify the root cause of the incidents.

Awarded with Star Performer Award twice during Q1 of 2019 for multiple application transitions and Q1 of 2022 for Project GISC, achieved the highest appraisal rating for delivering above and beyond 3 years in a row. Promoted with Senior Associate designation in 2020 and Team Lead in 2021. Recognized as Monitoring SME.