Jonathan Mohandoss Email & Phone Number

Professional Profile:Accomplished ITIL Practitioner and proficient leader with a demonstrated ability to effectively communicate across all organizational levels. Prior experience as a sales hunter has honed exceptional communication skills and the capacity to influence effectively.Key Achievements:- Spearheaded the problem process for a prominent enterprise client, implementing tailored reporting and analytics for comprehensive trend analysis.- Maintained consistent throughput on root cause analysis within established targets, while accurately identifying underlying causes.- Directed multiple teams in driving process enhancements within service management frameworks.Key Responsibilities:* Serving as the technical lead for a major enterprise account, overseeing all technical aspects.* Ensuring seamless technical delivery for clients.* Acting as the primary gatekeeper for the client's environment, maintaining security and integrity.* Managing diverse technical domains including Data Centre, Networks, and Enterprise Voice.Problem Management Expertise: With 5-10 years of experience in ITIL-aligned operational roles, including Major Incident Management and Problem Management, I am well-versed in adhering to proactive and reactive Problem Management processes. I have a demonstrated ability to work closely with operations teams to identify and remove Known Errors from the environment, ensuring business productivity is maintained.Leadership in Major Incident Management: I have managed Major Incidents with authority and leadership, ensuring speedy resolution and effective transition to the Problem Management phase for root cause analysis. My ability to coordinate resources, run Major Incident Bridge calls, and provide effective communication during crisis situations has been instrumental in minimizing impact and restoring service to customers.Service Improvement and Continuous Improvement: I am passionate about driving continual improvement and change within IT service management environments. I have experience in creating and distributing Root Cause Analysis reports post-Major Incident, with a focus on recommendations for service improvement and the removal of Known Errors.Technical Proficiency and Communication Skills: With solid knowledge and experience of ServiceNow, coupled with excellent analytical and communication skills, both verbal and written, I am adept at collaborating with interdisciplinary and multi-vendor teams to achieve common goals and exceed Service Level Agreements.

Listed skills include Comptia A+ Certification, Itil V3 Foundations Certified, Itil Operational Support And Analysis Certified, Hardware, and 25 others.

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  Auckland University

  Information Systems Major