Suchithra R
Major Incident & Problem Manager
Chennai, Tamil Nadu
Summary of Career
1. Monitor and work on the critical incident tickets within the SLA.
2. Initiating bridge calls with the corresponding app teams; during critical outages for effective coordination, incident resolution, service restoration.
3. Real Time & continuous follow-up with global support teams for Critical incident resolution and ensure that the Incident record is fully updated prior to Problem Management handover
4. Identifying appropriate timelines and targets for recovery actions, feedback and communications.
5. Ensuring that appropriate escalations are made during the incident investigation and preparing the incident chronology soon after the incident resolution.
6. Chairing Post-Incident Review Meeting with Technical Teams and Service Managers to analyse, improve and control issues that will help in overall speed of resolution and prevention of future incidents.
7. Creates Proactive Problem records for all potential issues by performing trend analysis on non-outage incidents to minimize the adverse impact on service and business
8. Setup new processes and procedures; identify various issues through problem trend analysis and implement service improvements to ensure ongoing service quality.
9. Ensuring all major incidents have appropriate problem ticket created for identifying the root cause.
10. Involved in RCA(Root Cause Analysis) Activities. Managing the system of record to reflect the most current details, thereby ensuring all the HCL deliverables in the form of RCA submission, Problem Tasks submission, re-assignment of Problem records, are timely and consistent.
Experience as Technical Support Engineer
CSS Corp Pvt. Ltd.
07 June 2011
17 January 2013
I Started my Career with CSS Corp as "Technical Support Engineer" for the Client "Support Minds"
Experience as Major Incident & Problem Manager / Specialist
HCL Technologies Ltd
21 January 2013
04 April 2019
I have been with HCL Technologies Ltd as for around 6 Years. Started my career as Incident Co-ordinator for the Client "Ford Motors Company" and currently working as "Major Incident & Problem Manager" for the client "Walt Disney World"
Matric 01 April 2008
HSC, St. Joseph’s Matriculation Hr. Secondary School, Chennai, IndiaBachelor 01 April 2011
B.Sc., Computer Science in University Of MadrasMaster 01 April 2016
Master Of Business Administration( Human Resource Management) in Institute Of Distance Education, University Of Madras