Vinothkumar A

Experienced Incident and Problem Manager with over nine years in IT operations and ITSM, specializing in ITIL-driven incident response, problem management and service reliability. Proven track record leading cross-functional teams during major outages, driving root cause analysis, implementing permanent fixes and establishing post-incident review practices. Skilled in building runbooks, knowledge articles and dashboards, improving SLA adherence and stakeholder communications.

Strong background in NOC operations, monitoring, and process optimization to reduce repeat incidents and improve mean time to resolution.

Incident and Problem Manager - Tata Consultancy Services

(2025-06)

• Lead and manage major incident response, ensuring rapid detection, escalation, and resolution of critical service disruptions.
• Coordinate with Infrastructure, Application, Security, and Operations teams to drive root cause analysis and implement permanent fixes.
• Oversee problem management processes to reduce repeat incidents through proactive strategies.
• Ensure compliance with ITIL best practices and organizational SLAs while maintaining transparent stakeholder communication.
• Develop and maintain incident playbooks, problem records, and knowledge base articles.
• Facilitate bridge calls during high-severity incidents to ensure business continuity.
• Track and report incident/problem metrics to senior management, driving continuous service improvement.
• Reduced repeat incidents by implementing proactive problem management strategies
• Established structured post-incident review processes, improving service reliability

Incident Manager - IBM India Pvt Ltd

(2017-09 - 2019-06)

• Coordinated incident response efforts for high-priority incidents and ensured SLA adherence.
• Collaborated with DevOps, Operations, and Security teams to identify root causes and implement fixes.
• Developed runbooks to reduce resolution time and reported incident metrics to drive process improvements.
• Reduced average incident resolution time by 90% through improved escalation processes

Software Engineer - Verizon Data Services India Pvt Ltd

(2014-09 - 2017-09)

• Oversaw daily data center monitoring operations and managed NOC alerts to identify critical issues promptly.
• Provided leadership during high-severity incidents and coordinated major incident reviews.
• Conducted incident trend analysis and worked with DevOps on alert automation.
• Audited tickets and implemented incident management processes to improve response times.
• Reduced incident backlog by 5% in the first quarter

Application Engineer - CSS CORP Pvt Ltd

(2013-12 - 2014-08)

• Installed and troubleshot Vonage VOIP devices and resolved soft phone issues for international customers.
• Performed port forwarding and assisted with billing queries.
• Trained new joiners and contributed to improving customer satisfaction.
• Recognized as CSAT Topper

Technical Support Officer - HCL BSERV

(2011-10 - 2013-10)

• Installed and troubleshoted BT Broadband Hub and provided remote desktop support to UK customers.
• Installed antivirus software and resolved email/webmail issues across platforms.
• Handled billing queries and supported various OS-related problems.

B.Sc - Computer Science and Technology - Madras University, Chennai (2010)