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shiva kumar

shiva kumar

Incident Manager

Technology / Internet

Chennai, Chennai district

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About shiva kumar:

  • I have 9+ Years of Experience.
  • Currently I’m working as Info Technology Analyst at NTT DATA Global Delivery Services (P) Ltd, Chennai from May 2015 to till now.

Experience

  • Proficient in ITSM tool administration and management, ServiceNow, BMC Remedy tool.
  • Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
  • Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
  • Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
  • Collecting the team's Cause and Improvement Plan for the DSAT Comments.
  • Building dashboards and reporting in the Service Now tool in accordance with customer and manager needs.
  • Daily monitoring of end-user CSAT and DSAT remarks.
  • Random auditing is done and for requests that have been on hold for more than a week.
  • Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership 
  • Generating the Unassigned case report and sending across to all SBG’s in the team.
  • Sending to manager and customers a Daily Burn Summary Report that includes all newly created, closed, and open tickets.
  • Generating the Aging Cases Report and requesting the team's status on the ticket's closure.
  • Keeping track of the SLA Time remaining for each ticket and sending team reminder emails.
  • Availability out of business hours to respond to service support queries - operating within a wider support network 

Education

  • Guru Nanak College under University of Madras - Chennai, TN

Bachelor of Commerce – Accounting & Finance, 2009 – 2012

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