Aaron Augustus

MAJOR INCIDENT MANAGER: – Ingram Micro and Bright Point

Work Profile

• As part of Incident Management team, Primary responsibility is to prioritize the issue reported (P1,

P2 and P3) and act accordingly in initiating bridge call and involving support teams for quick resolution.

• Need to take ownership in sending communications to the business in a timely manner. About the current status and the progress of the issue for P1 and P2 incidents.
• Need to take accountability of all open incidents.
• Ensure actions to resolve incidents are captured and documented
• Identify improvements to the Incident Management process
• (Major Incident Management and knowledge on Problem and Change Management)
• Experience in Incident management tickets quality analysis, client communication and coordination
• Need to coordinate with other 1stlevel teams and resolver groups to ensure appropriate communication and closure of incident and creating a Problem ticket
• Ensure sending Global ALL communications when any upgrade, activity or any outage to client
• Responsible in following up with supports teams for possible breaches

Genpact India pvt ltd - worked for 7 years 6 months.

C3I support services - worked for 2years 6 months.

Sitel India pvt ltd - worked for 18 month's.

Graduation from Ousmania University Hyderabad.