Peter John Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Proactively managed and resolved major incidents across diverse domains, addressing network downtimes, DDOS attacks, database issues, IP provisioning challenges, cloud outages, load balancer failures, and hardware incidents. Executed concurrent action plans for prompt resolution and maintained transparent communication with stakeholders, delivering updates on progress.Led Root Cause Analysis (RCA) sessions, providing detailed documentation and collaborating on preventive measures. Integrated insights into continuous improvement processes. Utilized monitoring tools for early alert detection, reducing downtime, and collaborated with cross-functional teams for a holistic understanding of service landscapes.Prioritized stakeholder communication based on incident priority, ensuring accuracy through continuous evaluation. Adopted a problem management perspective, identifying issues through incident reports. Conducted weekly problem management calls, facilitating smooth updates and modifications, aligning with change management best practices.Coordinated between teams based on the type of issue, ensuring the right personnel for effective troubleshooting and resolution.Contributed to overall service improvement through a comprehensive incident resolution approach.

Bangalore

Ensured efficient incident management and prompt resolution, and made sure the incident management procedures complied with the company standards.Managed both high & medium-priority incidents based on their priority and their impact on the availability, made sure to send timely and accurate client communication during the incident period and after the resolution while regularly assessing important actions and current progression to ensure the escalations are done efficiently whenever required.Increased national and regional availability in accordance with KPI Values by working as a cluster manager and monitoring the Incident's overall impact on MTD & day-to-day KPI and availability.Improved the overall network by regularly brainstorming efficient action plans through the war room to target specific regions that need improvement.Identified grey areas in the process, learned the abnormalities of each team and provided innovative action plans for improvement.Speed-tracked the resolution of backlogs by triaging the incidents and potential issues to come up with an efficient action plan and manage the spares and resource availability.Quickly onboarded and mentored seven new joiners and ensured follow-up with them at regular intervals.Improved the overall process/service track and report on the frequency and impact of reoccurring incidents and demonstrated via multiple presentations and reports with strong analytical skills.

Handled customer queries and complaints through email and online chat while ensuring to provide complete resolution and follow-up wherever required.Resolved escalated cases related to my roles and handled High-Level complaints while acting as the main point of contact for any queries of the customer with the help of other teams and building a good rapport with the customer to make sure that we're understanding their needs.Provided my insights to improve the process by attending meetings with external clients or higherManagement on the discussion of key metrics like Targets, Escalations, etc.Handled the team as a team leader in the absence of higher management and during odd hours