shivakrishna kolanu
Hyderabad
Summary
With over 3+years in tech-focused incident management, I've driven key service improvements, consistently reduced system downtime, and pioneered innovative customer support strategies.
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over [Number] years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
5
5
years of professional experience
Work History
Senior Incident Manager
Apexon
04.2024 - 06.2024
- Led a cross-functional team of 15 to enhance incident response protocols, cutting system recovery times by 40%
- Spearheaded the integration of ITIL practices, optimizing incident lifecycle management and supporting rapid growth of the client base
- Designed and implemented a new incident reporting system to streamline communication, resulting in a 25% improvement in customer satisfaction scores
- Collaborated with engineering teams to decrease system downtime by developing a predictive analytics tool that identified potential issues before occurrence
- Managed the completion of 4 major Disaster Recovery tests, ensuring organizational readiness and compliance with industry standards
- Influenced product enhancements through a feedback loop with clients and internal teams, contributing to a 15% reduction in critical incidents reported quarterly
Incident Management Specialist
Cognizant
06.2022 - 02.2023
- Implemented a company-wide EAP, directly supporting over 2,200 employees and improving staff retention by 18%
- Facilitated inter-departmental collaboration, enhancing service restoration workflows and achieving a 95% success rate in meeting SLAs
- Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities and boosting overall system resilience
- Authored comprehensive documentation for incident management procedures, allowing for consistent training and upskilling of new staff members
- Coordinated with client success teams to deliver tailored solutions that reduced critical incident frequency by 20%
IT Support Analyst
APPLITECH SOLUTIONS PVT LTD
05.2019 - 06.2021
- Oversaw helpdesk operations, driving resolutions for up to 750 ticket items monthly with a 98% satisfaction rate
- Contributed to the implementation of a HSA benefit plan, which was utilized by 90% of eligible employees within the first year
- Streamlined client support operations by integrating Jira and ServiceNow, reducing average ticket resolution time by 30%
- Played a key role in a project that increased the reliability of client-facing applications by performing routine system optimizations
Education
Bachelor of Science - Computer Science
Balaji Institute of Technology And Science
Warangal, India04-2009
Skills
- IT Service Management
- Incident Response
- Disaster Recovery
- ITIL
- Collaboration Tools
- Data Analysis
Websites
Accomplishments
- Implemented Predictive Analytics Tool: Led the design and deployment of a predictive analytics tool that identified potential system issues, reducing incident occurrence by over 15%.
- Streamlined Client Communication System: Developed and implemented a new incident reporting system, enhancing client communication and improving satisfaction by 25%.
- Directed Company-Wide EAP Integration: Managed the introduction of an Employee Assistance Program, directly contributing to an 18% increase in staff retention.
- Majored in Disaster Recovery Testing: Orchestrated and completed 4 major Disaster Recovery test iterations, ensuring compliance and readiness against industry standards.
Languages
English
Spanish
Timeline
Senior Incident Manager
Apexon
04.2024 - 06.2024
Incident Management Specialist
Cognizant
06.2022 - 02.2023
IT Support Analyst
APPLITECH SOLUTIONS PVT LTD
05.2019 - 06.2021
Bachelor of Science - Computer Science
Balaji Institute of Technology And Science
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