KPMG Manager Resume Example

• Facilitating the investigation, diagnosis, and resolution of Technology Major Incidents.
• Leading the development, implementation, and maintenance of policy, process and procedures required for the effective handling of Incidents and Major Incidents
• Oversee the day-to-day activity within the Incident and Major Incident Processes
• Responsible for assessment related to prioritization and escalation of Major Incidents, business communications, support team engagement, and decision-making during outages and degradation of IT services
• People Management - Leading a team of 10 associates and 2 shift leads.
• Continual Service Improvement - Lead the delivery of continuous improvement of the processes by working across all accountable areas to deliver increased value across the business from the configuration processes.

1. Major Incident Management – Process and Procedures

• Created Standard Operating Procedures documents for Major Incident team
• Train/Coach the required stakeholders on regular basis to adhere towards MIM process, w.r.t notification tools, ticketing tool, etc.

2. Major Incident Team Management

• Scheduling the On call Rota for the team 24*7 coverage, Build,mentor and enable to resources to perform to their potential

3. Reduction of Mean Time to Resolve (MTTR) & reporting

• MTTR Project - accomplished 25% reduction, next target 40% reduction
• Weekly and Monthly MTTR metrics

4. Quality Edge

• Performed Incident audit within the team and provide feedback

5. Escalation Management

• Addressing unresolved problems, missed deadlines or any other issues related to MIM team and to have satisfactory resolutions

6. Analytic Reporting

7. Training and development

8. Major Incident Call Handling process

1. Major Incident Management

• Owned and managed Critical Priority IT incidents to resolution within SLA
• Single Point of Contact for Major and Critical Priority Incidents and complaints

2. Change Management

• Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer infrastructure needs.
• Audits of Change Incidents as per defined procedural standard. Participate in a Change Advisory Board.

3. Problem Management

• Owned and managed IT problems to resolution by managing problem calls between the various resolver teams, producing minutes and assigning and tracking actions to completion
• Performed trend analysis and create management and customer-facing problem reports