Sudheesh Kumar M

SUDHEESH KUMAR M IT Service Management | Incident Manager | Service Delivery Specialist Phone - | Email:- https://www.linkedin.com/in/sudheesh-madhu-b/ DOB:- Objective: To be part of an organization that fosters a performance-driven environment that fires up employees to innovate in pursuit of an outstanding, continuously improving customer experience. PROFESSIONAL EXPERIENCE IBM India Incident Manager (Aug-2019- Present) Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Remediate deviation of a process for its division. Responsible for communicating with the Incident Process Owner. Point of contact for all Major Incidents. Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. Represent the first stage of escalation for Incidents. Monitor the workload per Tier 1 Analyst. Monitor the incidents to ensure that the Service Level Agreement are respected. Identify, initiate, schedule and conduct incident reviews. Ensure the closure of all resolved and end-user confirmed Incident records. Provide guidance to the Incident Process Coordinators. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. IBM India Workload Manager (Aug 2015 to July 2019) Joined IBM GTS as Workload Manager for one of the North American projects. Responsible for assigning tasks as per the technical team members ability (R-B-J Bucket). Monitoring the team’s workload and sharing the reports to the upper management. Conducting daily standups to ensure that team members are following the process on submitting time sheet, updating day to day tasks completion etc. Handling team members on their required training and coaching, guiding them to achieve required score. During my tenure in this NA project, I have completed RHEL I & RHEL II training and started taking up L1 & L2 tasks for Linux Team -). IBM Global Process Services CRM Consultant (Sept 2011-Nov 2013) Handle technical support related queries for customers. Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversation. Ensure timely resolution while maintaining the highest level of quality support in every customer interaction. Accurately log all interactions. Recognize and adjust support approach to accommodate all levels of customer’s experience. Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs. Communicate positively with team members, customers, and other partners. Escalate issues to the appropriate department according to documented procedures and processes. Assist the customer in resolving their service-related issue according to documented procedures and processes. Aditya Birla Minacs Process Associate (Oct 2010 – Jun 2011) Worked as Customer Support Executive for an American MNC Brand. It is a Semi-technical process to help the customer to install the Application on their Mac or PC, resolving their account, billing issue, download issue and troubleshooting Mac & Win. Report customer complaints and concerns to the upper management via Email. Education Diploma in Hotel Management (2006 - 2009) This is a 3-year Diploma in Hotel Management approved by AICTE & Direct Technical Education. Passed out with 63% on an average from Lourdes Matha Institute of Hotel Management & Catering Technology, Trivandrum, Kerala. 10+2 (Higher Secondary Education (2004 - 2006) 10+2 Higher Secondary Education approved by Madhya Pradesh Government. Passed out with 58% on an average from Maharishi Vidya Mandir. 10th Grade -SSLC (2002 - 2003) S.S.LC approved by Kerala State Govt. Passed out with 55% on an average from D.B.H.S Kangazha, Kerala. Skills ITIL V4 Certified (awarded by PeopleCert on Dec 2020) ITIL V3 Foundation (awarded by IBM Learning & Development in 2016) Verbal and Business Communication skills Organizational skills Ability to delegate Integrity Confident Work Ethic Ability to Multi-task under pressure Linux Administration (L1&L2) Certifications (IBM-Acclaim) Incident Management Practitioner Oct 2019 The badge holder demonstrates a complete understanding of the Incident and Major Incident Management process, IBM and its client’s needs. The earner provides the client with a seamless process and execution with aim to restore normal service operation within service level agreements (SLAs) and minimize the adverse impact on business operations. The badge earner has also gone above & beyond by demonstrating innovation and continuous improvement for the area. Cloud Service Management and Operations Explorer Aug 2019 The Cloud Service Management and Operations (CSMO) Explorer badge earner has demonstrated an understanding of the IBM Cloud Garage Method practices related to service management and operations on the cloud. The individual has learned best practices in the areas of organizational transformation, build to manage, operational readiness assessment, incident management, and problem management. AWS Cloud Practitioner Essentials (Second Edition) 6.0 Hours Nov 2020 The fundamental-level course is intended for individuals who seek an overall understanding of the AWS Cloud, independent of specific technical roles. It provides a detailed overview of cloud concepts, AWS services, security, architecture, pricing, and support. This course also helps you prepare for the AWS Certified Cloud Practitioner exam. AWS Technical Professional (4.0 Hours) Nov 2020 The AWS Technical Professional training provides APN Partners with fundamental, technical knowledge of AWS cloud computing, global infrastructure, services, solutions, migration and security. AWS Technical Professional is designed to teach students the fundamental principles of AWS solution architecture design, and to introduce the basic skills needed to engage customers in a pre-sales, AWS technical opportunity. It is intended to empower learners to make recommendations and informed decisions about AWS cloud solutions based on customer business requirements. Upon successful completion of all assessments in this course, you will earn Accreditation as an AWS Technical Professional. AWS Solutions Training for Partners: Foundations - Technical (Digital) Nov 2020 This course introduces the basic skills needed to lead pre-sales, AWS technical engagements with customers. After gaining a deeper understanding of AWS services and AWS Solution Architect roles, you will apply AWS best-practices frameworks, techniques, and guidelines in a customer case study, assessing customer needs, capturing requirements, and translating those requirements into an AWS solution. IBM Agile Explorer Sep 2017 The Agile Explorer has a foundational understanding of Agile values, principles, and practices that allows them to initiate an Agile conversation with co-workers and colleagues. IBM Recognized Speaker/ Presenter Aug 2019 This badge holder has demonstrated their knowledge and expertise as a Speaker who has presented to large groups at a conference or an industry or client event. They are Subject Matter Experts (SMEs) on the topic(s) presented. As a Speaker, they have been recognized for their ability to influence people’s vision and understanding of their subject area.