Mohan Kumar T

• Successfully managed the end-to-end IT infrastructure for a enterprise client, ensuring seamless operations and compliance with industry standards.
• Served as Major Incident Manager, responsible for handling major incidents from identification to resolution within defined SLAs, minimizing downtime and proactively mitigating potential risks
• Proficiently executed problem management processes, identifying root causes and implementing preventive measures to enhance overall system reliability
• Managed the Change Management process, overseeing the planning, implementation and documentation of changes to the IT infrastructure preventing unauthorized & failure changes
• Applied ITIL framework to streamline IT service management processes, ensuring alignment with industry best practices.
• Utilized Servicenow to track and monitor Incident, Problem and Change processes by creating dashboard and managing the organization's IT infrastructure efficiently
• Implemented robust Knowledge Management processes, ensuring swift capture, distribution, and utilization of critical organizational knowledge to enhance operational efficiency.
• Generated and analyzed comprehensive SLM reports, driving performance improvements and ensuring adherence to SLAs through data-driven insights.

Key Achievements

• Consistently achieved prompt resolution of major incidents, exceeding client expectations, and maintaining high levels of customer satisfaction.
• Implemented proactive measures in problem management, resulting in a significant reduction in recurring incidents and enhancing system stability.
• Successfully executed critical high-risk changes in the IT infrastructure, minimizing disruptions and ensuring a smooth transition.