Ayush Chandra
Incident Manager responsible for restoring IT services and collaborating with support groups. Classifying Incidents, logging Incident details, updating records, checking resolution with users, and answering to Service Requests. Computer proficiency, software expertise, problem solving, customer service orientation, communication and attention.
Incident Manager/Event Manager
9840494679
[email protected]
Work Experience
Colt technologies, Incident Manager/Event Manager, Mar 2020 ~ Sep 2020
Monitoring Colt Data centers, Nodes and LDN across the globe by CMAP and ADAMS monitoring tool.
Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 and 2 incidents and Events in Data Centers.
Recorded and tracked the timeline of events that occurred in the process to resolution for each of the incidents and events managed in support.
Process Improvements - Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
Work with other teams to identify improvement opportunities and ensure end to end success of the Incident
Management and Event Management process
Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
Manage incident management bridge calls with support teams, on-call support application teams and management.
Microland Pvt. Ltd, Incident manager/Quality Analyst, Sep 2018 ~ Jul 2019
Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 and 2 incidents .
Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.
Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.
Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
Worked directly with Incident Lifecycle Coordinators to provide initial incident response.
Compliance Audit Reports Compliance Training for engineers Drive Service Improvement plan.
Drive Six Sigma Yellow Belt projects and Prepare Process Implementing Process Changes.
Capgemini, Major Incident Manager, Nov 2016 ~ Aug 2018
Provide resolution, work around and follow-up details to the problem management team.
Process Improvements - Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
Manage critical customer site outage resolutions for major customers. Coordinated plans of action with repair teams, and communicated expectations with customer management teams.
Assist with the development of processes and procedures to improve incident response times, analysis of incidents, and operations.
Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues
Served in the role of team subject matter expert for company tools in order to provide training for my peers and management, greatly improving overall productivity
Work with other teams to identify improvement opportunities and ensure end to end success of the Incident
Management process
Sutherland Global Services, Quality Analyst/Technical Support, Dec 2014 ~ Jul 2016
Work with other teams to identify improvement opportunities and ensure end to end success of the Incident
Management process
Manage the operational support and oversee remediation activities with designated extended managed service providers.
Dedicated to exceeding client expectations, maintaining strong, fruitful working relationships with customers to gain their trust and respect, offering these core strengths.
Helped to tailor company tools to the specific needs of my department by being a member various user acceptance testing UAT teams
Nathan and Nathan Consultant Pvt. Ltd. Aug 2014 - Dec 2104
Quality Analyst
Performing customer complaint creativeness audit periodically and monitor the gaps. Verifying the quality and performance of the products in addition to troubleshooting the rectification of any existing errors or defects.
to handle the day to day issues with product quality. While mainly associated with manufacturing plants where they design, install, and evaluate quality process-sampling systems, procedures, and statistical techniques.
to help formulate quality policies and procedures as well as conducting training on quality concepts and tools
to provide support during customer audit/visits.
to provide support to find out the root cause for customer complaints and inhouse rejection Maintenance, development and approval of site quality documentation and records to support the aim of developing the QMS to meet the requirements
