Manoj Karande
Technical Lead (Incident/Problem Management)
Pune
Summary
Experienced Incident Manager with 10+ years of expertise in managing and resolving high-priority incidents in IT operations. Proficient in incident response, root cause analysis, process improvement, and leading cross-functional teams to ensure minimal downtime and optimal customer experience. Proven track record of effectively handling incidents, minimizing business impact, and driving continuous improvement across incident management processes. Led a team of 10+ incident response professionals, ensuring effective coordination and swift resolution of high-priority incidents within defined SLAs.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Technical Lead
TCS
12.2014 - Current
- Developed team training programs and best practices for incident management, improving team efficiency and reducing resolution times by 20%.
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Lead efforts to restore service in a timely manner for critical business functions, application, and infrastructure services
- Provide leadership, ownership, and manage Major Incident bridges according to Service Level Guidelines
- Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and nontechnical teams which include application, infrastructure, third party suppliers, and business units
- Track Problem governance metrics and continuously seek to improve the Problem management KPIs (Daily/ Weekly/ Monthly basis)
- Performs as single point of contact for one or more Problems
- Creates and updates the Problem Record, schedules, and facilitates Problem Management meetings
- Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls
- Coordinated with cross-department teams like QA, Development, and Support to ensure seamless end-to-end software delivery process.
Network Engineer
Tech Mahindra
05.2014 - 12.2014
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided network support (L1) services for devices such as hubs, bridges, routers, and other hardware.
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
Team Co-Ordinator
GTL Infrastructure Limited
05.2012 - 10.2013
- Fault management through NMS, Troubleshooting, RCA, and Problem resolution by raising CSR to the respective PE vendor
- Worked on HUAWEI (iManager 2001, 2002), NSN (Citrix), ZTE (Net Neuman), Ericsson products for live network monitoring
- Coordinate and provide support for field technicians, cluster engineer
- Worked with customer service to handle escalated customer issues.
Education
B.E. - Electronic and Telecommunication
GSM College of Engineering
Pune 04.2007 - 01.2011
Skills
ITIL Major Incident Management
Change Management
Project Management
SolarWinds Administartor
UIM (Unified Infrastructure Manager)
MS Office
Switches and routing protocols
undefinedCertification
TOGAF Certified Technical Architect
Technical Experience
- Centrally coordinating with Customer as well as O&M sub vendors to maintain Network performance as well as stability at the customer end.
- Experience in monitoring tools and automation to manage and resolve incidents.
- Analyzing incidents to assess their severity and determine how to restore operations.
- Involved in reconciliation and closing SLA with different operator according to agreed SLA.
- Manage trouble ticket escalated to the Second Level Support and provide permanent resolution to achieve target SLA.
- Priorities major incidents based on business impact to the client.
- Provide updates to Senior Management on the status of P1 and P2 incidents
- Drives Major Incident Business and Technical calls to service restoration.
- Incident report/RCA sharing with higher management. Weekly/Monthly analysis on critical incidents, Availability and provide performance report for O&M Vendor
- Calculation of weekly/monthly KPI (Key Performance Indicator). Align towards achieving and improving team KPIs and defined SLA.
- Expertise in Solarwinds and UIM Tool (implementation, Upgrade & Support).
- Experience in Database Performance Analyzer.
- Experience in Storage support (HItachi,IBM,DELL)
Timeline
Technical Lead
TCS
12.2014 - Current
Network Engineer
Tech Mahindra
05.2014 - 12.2014
Team Co-Ordinator
GTL Infrastructure Limited
05.2012 - 10.2013
B.E. - Electronic and Telecommunication
GSM College of Engineering
04.2007 - 01.2011
TOGAF Certified Technical Architect
ITIL Foundation Certificate in IT service Management Certification
SolarWinds (SAM, NPM, NCM, DPA)
DevOps certified Engineer
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