Rooban Kumar Email & Phone Number

Chennai, Tn, In

India

Working as a MIM,Problem, change & Release manager in HCL

Chennai, Tamil Nadu, India

• Led efforts to restore service in a timely manner for critical business functions, application, and infrastructure services across data centers in global locations• Driving P1, P2 incidents from outage to recovery sending out Initial, Follow-Up and Resolved notification to the stakeholders as per agreed timelines.• Prepared initial PIR records and attend review meetings to ensure determination of root cause.• Provide resolution, via workaround or permanent which is critical to business • Provide immediate response and coordination aimed at minimizing the service disruption impacting business• Engage resolving teams by correlation and coordination as per the nature of the issue.• Creating Post incident report for all the Major incidents• Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.• Provided timely update to senior management regarding restore progression that is affecting QOS to client• Overseeing the incident management process and team members involved in resolving the incident.• Responding to a reported service incident, identifying the cause, and initiating the incident management process.• Prioritizing incidents according to their urgency and influence on the business.• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.• Collaborating with the incident management team to ensure that all protocols are diligently followed.• Logging all incidents and their resolution to see if there are recurring malfunctions.• Adjusting the incident management process as required to ensure its effectiveness.• Communicating with upper management if major issues are found in the IT system.• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Chennai Area, India

• Familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes• Provide resolution, workaround and follow up to protect production and disaster recovery systems which is critical to business success• Provide immediate response and coordination aimed at minimizing the duration of service interruptions• Manage the knowledge base of the Incidents and ensure timely updates from the respective technical team• Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas• Ensures effective and rapid response to major incidents• Contributes to MIM Continual Service Improvement by providing constructive feedback and innovative ideas on processes, documentation, and tooling• Assists in maintaining a framework of policies to ensure that standardized methods and best practices are utilized• Identify and construct new process frameworks, reviewing, recommending as well as documenting improvements to establish processes • Works in collaboration with the Problem Management team for analysis on Known Errors and recurring events that would be deemed a Problem• Maintains trend data and metrics related to incidents for clients and executive reporting• Make sure on the reduction of incident count• Provide support and participate in the Change Advisory Board and change control process• Conduct orientation/Trainings for new joiners and a refresher session to the existing team on a specific interval.

Chennai, Tamil Nadu, India

• Respond to requests for assistance at user workstation as well as providing phone and remote desktop support to remote offices/users• Plan and manage changes and improvements• Work with the Market Coordinators to document and communication process changes and improvements• Performing project work as assigned• Manage ticket escalations from the markets/market coordinators