Kalidas Solipeta

Project: Archer Daniels Midland

Job Role: Team Manager - Incident/Major Incident/Problem/Change/Service Request Management

Duration: Sept 2019 - Till Date

Roles & Responsibilities

• Managed incident response processes, ensuring rapid resolution of service disruptions and minimizing impact on operations.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
• Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
• Proactively conducted post-incident reviews, identifying areas for process improvement and sharing lessons learned across the organization.
• Facilitated regular review meetings with key stakeholders, fostering open dialogue around ongoing incidents and resolution progress.
• Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
• Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
• Trained new team members on incident management procedures, ensuring consistent application of best practices across the organization.
• Managed major incidents by coordinating cross-functional teams to restore service functionality, ensuring minimal disruption to business operations.
• Led root cause analysis sessions post-incident to identify underlying issues and implement corrective actions, preventing future occurrences.
• Collaborated with stakeholders to prioritize incidents based on business impact, ensuring critical issues received immediate attention and resolution resources.
• Acted as a liaison between technical teams and senior management during major incidents, providing timely updates and ensuring alignment on recovery strategies.
• Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
• Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
• Utilized problem management tools to track and manage incidents, ensuring timely resolution and documentation for future reference.
• Tracked KPI's and created continuous improvement plans.

Additional Responsibilities

Established performance goals for employees and provided feedback on methods for reaching those milestones.

Conducted training sessions for staff on Incident/problem/Service Request management processes, fostering a culture of continuous improvement and proactive incident handling.

Analyzed existing Change processes to identify areas for improvement, utilizing data-driven insights to recommend effective solutions.

Carried out analysis on Emergency Changes, Failed Changes, identify process gaps, discuss the challenges and solution with the customer.

Managed and Driven CSAT Survey activities within Service level management, redesigned the Survey template, worked DSAT Survey's, conducted trainings to the defaulters, evaluated the Survey page to improve survey response rate from 2.4% to 6%.

Conducted various level of meetings with the customer for Incident/Major Incident/Service Request/CSAT-Survey/Change, Prepare the action Plans, share the MOM and drive the action plans till closure.

Share Daily Reports to Stake holders, Prepare Weekly Monthly performance reports for Customers, identify the opportunities and coordinate with Technical teams for enhancements.

Project: InterContinental Exchange Holdings

Job Role: Team Manager - Production Support (Monitoring and Reporting)

Duration: Apr 2015 - Aug 2019

Roles & Responsibilities

• Managed team of 12 to handle US operations for alert Monitoring and Reporting via various tools (Tivoli work scheduler, Job watch, Zena, MIPS - Monthly Income Preferred Securities and Service now)
• Monitored real-time system alerts and escalated critical incidents to ensure timely responses and minimize operational disruptions.
• Analyzed data trends from incident reports to identify recurring issues and implemented corrective actions to enhance overall system reliability.
• Utilized advanced monitoring tools to track system performance metrics, providing insights that informed strategic decision-making processes.
• Collaborated with IT teams to troubleshoot technical issues, ensuring swift resolution and reducing downtime for mission-critical systems.
• Reduced incident response times through the development of comprehensive escalation procedures and protocols.
• Ensured smooth transitions during shift changes by developing detailed handover procedures, minimizing information gaps between teams.

Project: Xerox Corporation

Job Role: Internal Desk Manager

Duration: Jan 2015 - Mar 2015

Roles & Responsibilities

• Provided technical support to end users by troubleshooting hardware and software issues across various operating systems.
• Installed, configured, and maintained desktop computers, and printers to ensure optimal performance and user satisfaction.
• Collaborated with IT teams to implement system upgrades and migrations, minimizing downtime and enhancing overall service delivery.
• Assisted end users with software installation, configuration, and troubleshooting.

Additional Responsibilities

• Installed and configured 120 Desktops and Laptops with Operating systems, including User Specific Software installation during the project migration from one location to another locations

Roles & Responsibilities

• Provided advanced technical support for software and hardware issues, utilizing remote diagnostic tools to resolve customer inquiries efficiently.
• Led troubleshooting sessions, guiding customers through step-by-step solutions while ensuring a high level of customer satisfaction.
• Collaborated with engineering teams to report recurring technical issues, contributing to product improvement and enhanced user experience.
• Trained new staff on technical support protocols and best practices, fostering team knowledge and improving overall service delivery.
• Developed and maintained comprehensive documentation for troubleshooting procedures, ensuring consistency and accessibility for team members.
• Monitored support ticket system to prioritize urgent issues, ensuring timely resolutions in accordance with service level agreements.
• Analyzed customer feedback to identify trends in product performance, recommending enhancements that improved usability and functionality.
• Conducted regular follow-ups with customers post-resolution to ensure satisfaction and gather insights for continuous service improvement.
• Improved customer satisfaction by providing timely and accurate technical support.
• Participated in regular meetings with management, providing updates on team performance and offering insights into potential areas for improvement.
• Mentored junior team members, sharing expertise gained from years of experience working with complex technologies across various industries.
• Enhanced team productivity with regular training sessions and knowledge sharing initiatives.
• Assisted in the onboarding process for new hires, providing comprehensive training and guidance in their initial weeks of employment.

Achievements

Awarded with Club 90 Certificate for achieving and maintaining 95% customer satisfaction rate fr multiple quarters