Shiva Kumar
Incident Manager
Talent
Chennai, Chennai districtMember since January 28, 2023
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About
- I have 9+ Years of Experience.
- Currently I’m working as Info Technology Analyst at NTT DATA Global Delivery Services (P) Ltd, Chennai from May 2015 to till now.
Experience
- Proficient in ITSM tool administration and management, ServiceNow, BMC Remedy tool.
- Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
- Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
- Collecting the team's Cause and Improvement Plan for the DSAT Comments.
- Building dashboards and reporting in the Service Now tool in accordance with customer and manager needs.
- Daily monitoring of end-user CSAT and DSAT remarks.
- Random auditing is done and for requests that have been on hold for more than a week.
- Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership
- Generating the Unassigned case report and sending across to all SBG’s in the team.
- Sending to manager and customers a Daily Burn Summary Report that includes all newly created, closed, and open tickets.
- Generating the Aging Cases Report and requesting the team's status on the ticket's closure.
- Keeping track of the SLA Time remaining for each ticket and sending team reminder emails.
- Availability out of business hours to respond to service support queries - operating within a wider support network
Education
- Guru Nanak College under University of Madras - Chennai, TN
