Sentamil Mohan
Summary
Results-driven IT professional with over 6 years of experience in IT service management, specializing in incident management, team leadership, and technical support. Demonstrated ability to handle critical incidents, coordinate across global teams, and ensure minimal disruption to business operations. Adept at working in fast-paced, complex environments with a focus on operational excellence, compliance, and customer satisfaction. Seeking a Incident Manager role to leverage expertise in ITIL practices and proactive incident resolution
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Incident Manager
Hexaware Technology
Birmingham
01.2023 - 10.2024
- Managed real-time incident resolution for critical IT environments, adhering to established escalation protocols.
- Coordinated major incident bridge calls, recording key events and ensuring efficient communication with stakeholders.
- Documented risk and compliance issues, contributing to an improved incident management framework.
- Facilitated seamless transitions between Incident and Problem Management, ensuring consistent processes and outcomes.
Incident Manager (Contract)
Black Country NHS Trustx
West Bromwich
09.2022 - 01.2023
- Delivered timely incident management by coordinating with relevant teams.
- Conducted thorough risk assessments for potential incidents.
- Achieved efficient incident resolution with systematic troubleshooting.
- Implemented new processes to improve response time to incidents.
- Liaised with stakeholders to ensure smooth communication during incidents.
- Managed critical incidents effectively whilst maintaining composure under pressure.
- Successfully mitigated negative impacts on business operations through swift resolution of major IT incidences.
Incident Manager (Commonwealth Games Contract)
NVT Groups
Birmingham
04.2022 - 09.2022
- Coordinated IT operations during a high-profile event, handling escalations and ensuring minimal service disruption.
- Delivered technical solutions promptly, collaborating with teams to troubleshoot and resolve complex incidents.
- Highlighted undetected organisational needs to improve business performance.
Senior Service Desk Analyst
CGI
India
07.2020 - 12.2021
- Managed complex IT issues by utilising in-depth technical knowledge.
- Improved system performance for end users by identifying and resolving recurring problems.
- Ensured consistent service delivery with excellent communication skills.
- Acted as a point of escalation, provided expert advice to junior staff members.
- Implemented ITIL best practices, improved service desk operations significantly.
- Adhered strictly to compliance standards and regulations within the scope of Incident Management.
Service Desk Analyst
Concentrix
India
12.2018 - 07.2020
- Utilised diagnostic software for effective problem solving in a fast-paced environment.
- Tracked and logged all service desk tickets using specific software tools, improving response times.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
- Coordinated with different teams to resolve complex IT issues effectively.
- Updated existing documentation to improve accuracy of records and reports.
Education
Master of Science - Information System and Business Analysis
Aston University
Birmingham 01.2022 - 01.2023
Bachelor of Engineering - Electrical and Electronics Engineering
Meenakshi Sundararajan Engineering college
Chennai, India 08.2014 - 08.2018
Skills
- Incident Lifecycle Management: Expertise in managing the full incident lifecycle, including detection, escalation, resolution, and post-incident analysis, ensuring minimal disruption to business operations
- Stakeholder Communication: Strong ability to deliver timely and clear updates to stakeholders, translating technical incidents into business language and ensuring alignment during critical events
- ITSM Tools and Processes: Proficient in using ITSM platforms such as ServiceNow, BMC Remedy, and Jira, combined with ITIL best practices to streamline incident management and enhance SLA compliance
- Proactive Problem Solving: Skilled in root cause analysis, creating preventative measures, and implementing continuous improvement initiatives to mitigate future risks
- 24x7 Operations Support: Proven experience in managing incident response in a global, 24x7 environment, coordinating cross-functional teams under high-pressure situations
Timeline
Incident Manager
Hexaware Technology
01.2023 - 10.2024
Incident Manager (Contract)
Black Country NHS Trustx
09.2022 - 01.2023
Incident Manager (Commonwealth Games Contract)
NVT Groups
04.2022 - 09.2022
Master of Science - Information System and Business Analysis
Aston University
01.2022 - 01.2023
Senior Service Desk Analyst
CGI
07.2020 - 12.2021
Service Desk Analyst
Concentrix
12.2018 - 07.2020
Bachelor of Engineering - Electrical and Electronics Engineering
Meenakshi Sundararajan Engineering college
08.2014 - 08.2018
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