manikandan N

ITIL Certified and IT Service Management (ITSM) Specialist focused on maximizing system uptime and driving stability through rigorous Incident, Problem, and Change Management.

Leveraging ITIL principles and expertise in Windows System Administration, I specialize in rapid service restoration, identifying and eliminating recurring issues via Root Cause Analysis (RCA), and implementing controlled change. Ready to deliver continuous improvement and maintain high operational standards in a fast-paced environment.

• Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible. 

• Update and maintain the record database of all incidents with the highest level of detail. 

• Overseeing the incident management process and team members involved in resolving the incident. 

• Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue 

• Identify potential problems and/or increasing trends of repetitive Incidents. 

• Point of contact for all Major Incidents. 

• Drive efficiency and effectiveness of the incident management process 

• Responding to a reported service incident, identifying the cause, and initiating the incident management process. 

• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements. 

• Directed root cause analysis for major incidents, implementing corrective actions to mitigate future occurrences. 

• Facilitate and support lessons learned reviews and track RCA and remediation items 

• Participated in weekly meetings with Technology stakeholders to identify and mitigate potential risks associated with the Change Management process. 

• Collaborated with project teams to track and report on change implementation progress 

• Coordinate with vendors to secure additional support for applications as needed. 

• A strong understanding of IT platforms, operating systems, infrastructure, and technology environments. 

• Create and improve standard operating procedures as needed and in a timely fashion 

• Coordinate changes with application owners to ensure minimal user impact. 

• Work with the product operations team to resolve trouble tickets and troubleshooting services in a hosted environment. 

• Fostered teamwork and collaboration within diverse groups to achieve incident resolution objectives.

Bachelor of Electronics and Communication Engineering Anna University, Chennai – Tamilnadu, India 

Diploma in Electronics and Communication Engineering TRN Polytechnic College, India