Rathish Kottampully Email & Phone Number

Bengaluru Area, India

People management,SAP HRMS, Incident Management,ReportingCurrently working as an Assistant for SAP ERP systems wherein responsibilities are handling resources, making sure SLA are met, Customer satisfaction is met , smooth BAU, driving incident management across the service desks. As the process was pilot one did migration end to end. Long term goals is to join in a company of repute, where there are more opportunities to learn more in respect with management, innovate and where I can contribute and enhance my experience, in tandem with the company’s goals and objective.

Bengaluru Area, India

 Being in different calls during releases, hyper care, vanguard periods, taking part in service mangers calls from different geographical locations. Weekly communication with key stakeholders Excellent in finding RCA Managing AUX and making sure the call distribution is well and to make sure it’s under abandon rate Plans, directs, and co-ordinates the team's activities to manage and implement project and/or interrelated projects from contract/proposal initiation to final operational stage.  Leads the project team in determining client requirements and translating requirements into operational plans.  Coaches and advises team members to accomplish project goals, to meet established schedules, and resolve technical/operational issues. Driving ticket management (Incident Management) across the desks. Analyzing the outstanding open tickets and allocating it to different teams to make sure the SLA are met and resolution is provided in a speedy manner. It involves interacting with different resolver teams, bridging the calls, sending chase email, contacting via communicator. As a result focusing more on less ageing outstanding tickets, less tickets creation, minimal escalations, and customer satisfaction. Managing user escalations for Incidents and user service requests Reporting Initiation of Problem Process for problems identified by Incident Management. Engage support teams as required for Critical and High priority tickets. Act as single point of contact for the escalation. Monitoring of P1/P2 tickets and taking the actions necessary to meet SLAs

Bangaon Area, India

 Provide 24x7 incident management response to all P1 and P2 incidents being a part of MIMS Support daily meetings and update Service owners and internal managers accordingly Ensure all incidents are logged on the relevant Remedy Tool. Assist in the analysis and identification of incident trends and solutions by analyzing remedy tools data Operate as the service integrator for P1 and P2 issues where required  Produce operational reporting to support the incident management service Respond to incidents from customers and internal Functional and technical teams Invocation of the Critical Incident process as per agreed criteria Provide communications interface and escalation to the Global IS Service Delivery Leadership Team Monitor the progress of all P1 and P2 incidents against SLA's Provide data to assist Service Level Management in benchmarking performance  Adhere to the Incident Management processes Management of all related data and knowledge that supports the Incident management process. To provide Incident Management support to all Clients Delivery Centers Perform Post Incident Reviews and handover to the Problem Management process Actively work to reduce the number of reoccurring incidents

Computer Science, Computers

Activities and Societies: Foodball Computers

Class X, Computer Science

High School