Arun Ingersoll

Master's in technology graduates with strong leadership qualities and IT Operations Management skills. ITIL Certified professional with proven experience in Service Delivery. Seeking a leadership role to utilize expertise in driving organizational success.

ASSOCIATE CONSULTANT HCL Technologies, Chennai | Nov 2023 – Ongoing 

• Ensure the design, development, implementation, operation, and continual service improvement of a Global Incident / Major Incident Management Framework, strategy, and process are in place and executed effectively. 
• Strong relationship management skills and ability to communicate effectively with all levels of management.
• Experience with Unix/Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, web logic, LDAP, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring, or access management solutions.
• Responsible for Global facilitation and response of all major incidents impacting mission-critical business Applications and Infrastructure Services on a 24/7 basis.
• Understanding Mainframes, Networks, servers, client infrastructure, and applications. High-level understanding of basic infrastructure design and operation
• Manages update of SOPs, work instructions, checklists, and various other documents under MIM management, ensures timely completion, management, and control of MIM deliverables
• Knowledge of software development and delivery principles and methodologies. Ensure appropriate training plans are developed and implemented for staff. Aligns, supports, and recognizes staff to maintain a high-performing team.
• Establish ownership of Incidents, Problems, or Changes involving multiple suppliers when ownership is unclear
• Monitor records lifecycle by ensuring incidents, problems, and changes are identified, recorded, and tracked to completion in line with agreed resolution plans. Perform quality checks of records and produce consolidated reporting, including observations and findings
• Enforce and recommend organizational policies, procedures, and methods to protect sensitive data and information from being compromised. Participation in information security awareness and training initiatives to educate the workforce about risks.

MAJOR INCIDENT MANAGER Affluent Global Services Pvt Ltd, Bengaluru | July 2022 – Sep 2023

• Monitoring staff performance and developing improvement plans.
• Developed expertise and knowledge for the consistent delivery of outstanding quality services.
• Managing a team of dedicated employees, overseeing hiring, training, and professional growth of employees.
• Delivering exceptional service to each customer by listening to concerns and answering questions.
• Writing professional business correspondence to connect with staff and handle external matters.
• Developed strategic and operational plans for administrative operations.
• Support and coordinate efforts by delivery teams, vendors, and managers to follow SIAM-enabled processes. Develops and maintains professional working relationships with investigation colleagues, business teams, and relevant support areas

ITIL CONSULTANT ETEAM Info Services Pvt Ltd, Bangalore | Aug 2021 – June 2022

• Managing smooth operations and communicating timely updates to coordinate administrative activities in all regions (EMEA, APAC, AMER, and Global)
• Analyse timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact on other environments
• Assists management with the administrative functions and coordination of Deferred Procedure Calls, Quality Recognition Programs, councils, and focus groups (stakeholders). 
• Manager escalations- Provide the first point of escalation within the P1 team

TECHNICAL ANALYST- HEXAWARE TECHNOLOGIES, Chennai | March 2019 - April 2021

• Analysing issues with existing discovery deployments and resolving them.
• Provide a command-and-control presence on PAC Manager Bridges, Incident Management bridges, and active P1 Incidents. Guide Incident Management personnel and assist in their training and knowledge development.
• Provide process performance reports to management and attend reviews (the reporting team creates reports).
• Offer professional second- and third-level technical support for Enterprise Network Management customers.
• Deliver third and fourth-level troubleshooting for legacy customers and customer-owned networks.
• Lead Root Cause Analysis investigations to identify the problems impacting production effectively.
• Assist in ensuring compliance with all processes and procedures according to incident guidelines.
• Have experience with ITILv3 best practices and principles, including planning, control, and process auditing.

SENIOR ASSOCIATE- TECH MAHINDRA, Hyderabad | May 2018 - Dec 2018

• Assists the Major Incident Management Process Owner in identifying and planning for a Major Incident
• Assists Major Incident Management Process Owners in driving Service Management practices and ITIL processes.
• Identify and execute continuous improvements for the     Major Incident process and the communication framework
• Point of contact for the client regional manager to establish a formal channel for complaints and incident escalations to ensure “High Client Satisfaction.” Provide management reporting on Incident Metrics and Incident Management performance.
• Helped senior management plan and carry out daily operations to meet key objectives.
• Act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical and business leadership
• Multi-task and make sound judgments in a fast-paced, high-stress environment

SENIORCONSULTANT SUTHERLAND GLOBALSERVICES, Chennai | Aug 2015- April2017

• Conducting training and technical assistance for qualified vendors/service providers and division staff
• Creates incident-related performance analysis and reporting for review by IT management
• Engage with the incident response team and lead the process of documenting   event details, creating an incident response, obtaining proper approvals, and distributing the final client-facing document
• Proactively identify opportunities for Incident Management process improvements
• Works with clients to analyse and document cross-functional points.
• Interact with other Technology teams to help resolve outages, In-depth Incident Management Process reengineering
• Opportunity to exert tremendous direct influence over Service Quality and availability. 
• Collaborate and lead knowledge-sharing initiatives with partner organizations in the public, private, and DFIR-focused spaces
• Lead large-scale individual and matrixed initiatives as directed by management

BUSINESS DEVELOPMENT FINE TURNSOLUTIONS PVT.LTD, Chennai | Oct 2010 -June 2015

• Assist Management in gathering information and creating processes, procedures, and policies
• Assisting users in IT problem recognition, research, isolation, and resolution
• Ensure problem root cause analysis is performed by the SOS’s Problem Management Standards. Manage support interactions through the IT Service Management System
• Manage ticket escalations from the markets/market coordinators
• Perform all job-related responsibilities with minimal management direction and guidance
• Performs other duties as assigned by management.
• Technical breadth to be able to ask the right questions, collect the responses, and set actions based on information, and also to challenge information if the response does not fit the situation

Edinburgh Napier University, Edinburgh, UK

• M.Sc. Master's in Mechatronics (Aug 2010) 2:1 

Anna University, Chennai, India

• -B.E Bachelor of Engineering in Electrical and Electronics Engineering (June 2007) 2:1

Directorate of Technical Education

• DEEE Diploma in Electrical and Electronics Engineering (June 2004)1:1