VINOTH KUMAR
CHENNAI
Summary
Over 9 years as an IT professional, the last 3 focused on Problem Management. Experienced in driving incidents to conclusion, including incident resolution, root cause identification, documented workarounds and long-term solutions. Collaboration with multiple teams to identify root cause, why the incident happened and steps needed to prevent going forward. Providing detailed RCA to clients. Subject Matter Expert on our Flagship application.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Problem Manager
Redgrape Business services
Chennai
07.2020 - Current
- Driving Major Incident Management process - including incident resolution, root cause analysis and identifying future prevention items
- Documenting/Identifying known errors (Problems) and corrective action steps needed to remediate
- Responsible for ownership and coordination of actions identified within the problem analysis
- Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams
- Responsible to review problem trends and planning and driving improvements Responsible to identify trends and potential problem source
- Responsible for the efficiency and effectiveness of the Incident and Problem management process
- Responsible for conducting post mortem investigation on all Major Incidents and identify and recommend corrective actions items
- Responsible for providing timely and accurate executive/stakeholder communications for all SLA impacting incidents
- Responsible for creating support documentation for our Global Service Desk and Incident Management team
- Driving release management by prioritizing issue to the appropriate release based on their impact to the clients
- Host a call with development team weekly twice to make sure the release jira's are progressing
- SME of US related operations like warehouse operations, compliance on the US states
- Developed and implemented training initiatives for new hires.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
System Support Analyst/ Incident Manager
Redgrape Business services
Chennai
07.2018 - 07.2022
- High level incident response management – including daily on-call and rotating weekends
- Documented dozens of SOPs/workarounds to reduce client impact until permanent solution is in place
- Action items post-incident – including but not limited to alerting/monitoring/auto-healing and root cause analysis (RCA) along with recommendations on application/process changes to prevent future incidents
- Alert auditing to ensure all alerts are valid, actionable and have a proper SOP or automated healing in place
- Mentored new hires as well as overseas SRE team
- Developed and maintained relationships with key suppliers, ensuring timely delivery of IT services
- Handled production issues within defined SLA to reduce service impact and proactive clearance of failures to reduce Single User Faults, thereby improving the Customer Experience
- Managed Incident, Change and Problem management as per ITIL process thereby, adhering to Service Level Agreements (SLA) to maintain the overall Key Performance Indicator (KPI) of the service delivered
Graduate Software Engineer
Redgrape Business Services
Chennai
08.2014 - 07.2018
- Tested methodology with writing and execution of test plans, debugging and testing scripts and tools.
- Covered various shift timings like Australia, UK, US.
- Monitored various applications like SAP, AX2009 , AX2012 and ATG.
- Daily sanity on the Ecommerce site to make sure system looks good.
- Picking up low priority tickets and analyze the issue to resolve.
- Implemented a new monitoring system, resulting in a 30% reduction in system downtime.
- Developed and maintained relationships with key stakeholders, ensuring smooth IT operations
Education
Bachelor of Science - Computer Applications
University of Madras
Chennai04.1994
Skills
- Strong Collaborative Skills
- Excellent documentation process including workarounds, SOPs and high level incident detail
- High Level problem-solving abilities
- ITIL v4 Certification
- Driven to resolve incidents, identify root cause and future prevention
- Identifying Problems
- Managing Service Level Agreements
- ATG , AX2012, SAP Solution manager, Commerce tools
Accomplishments
- Have been into UK for couple weeks to give training to clients on the new application
- Used sql query and shell script to automate the daily checks on inventory
- Highest Incident and service request ticket closer (2018 to 2021)
- Highest Problem ticket closure without the help of development team and created documents for all those (2021 to 2023)
Certification
- [ ITIL V4 Foundation Level ], [AXELOS Global Best Practice , PeopleCert], [CNO - GR671066344VK ] - [Sep-2019]
- [ Technical Monitoring in SAP Solution Manager ], [ Koenig Solutions Pvt. Ltd.], [CNO - 95702 ] - [Sep-2022]
- [ D365 Supply chain management ], [ Koenig Solutions Pvt. Ltd.], - [Jul-2022]
Timeline
Problem Manager
Redgrape Business services
07.2020 - Current
System Support Analyst/ Incident Manager
Redgrape Business services
07.2018 - 07.2022
Graduate Software Engineer
Redgrape Business Services
08.2014 - 07.2018
Bachelor of Science - Computer Applications
University of Madras
- [ ITIL V4 Foundation Level ], [AXELOS Global Best Practice , PeopleCert], [CNO - GR671066344VK ] - [Sep-2019]
- [ Technical Monitoring in SAP Solution Manager ], [ Koenig Solutions Pvt. Ltd.], [CNO - 95702 ] - [Sep-2022]
- [ D365 Supply chain management ], [ Koenig Solutions Pvt. Ltd.], - [Jul-2022]
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