Karthik M

Experience

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  Acer India

  Apr 2006 - Mar 2010

  Service Manager

  1. Diagnosing laptop hardware and software problems.2. Repairing or replacing defective laptop components such as keyboards, screens, hard drives, motherboards, and other peripherals.3. Installing and configuring software programs, operating systems, and drivers.4. Troubleshooting network and internet connectivity issues.5. Providing technical support and advice to clients via phone, email, or in-person.6. Setting up and maintaining computer networks for small businesses.7. Advising clients on best practices for laptop maintenance and security.8. Keeping records of all repairs, including parts used and hours worked.9. Staying up-to-date with the latest technological advances in the industry.10. Working with and coordinating with other departments, such as customer service and sales, to provide the best possible service to clients.11. Managing a team of laptop engineers, assigning tasks, and setting targets.12. Providing technical guidance and support to the team of engineers, Conducting performance evaluations of the team, identifying areas for improvement and providing feedback.13. Providing input into the development of best practices and procedures for laptop repairs and maintenance.14. Demonstrating new products, services, and technology to the team. Show less

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  Mphasis

  Jun 2010 - Dec 2014

  Infrastructure Engineer

   Working on tickets assigned through monitoring & helpdesk team ( Priority 1 to Priority 5) Acknowledge ticket within agreed SLA & update ticket with relavent information and assign tickets to appropriate support teams for resolution. Using Opsware tool check for uptime of the server , CPU, disk uitilizations and update the ticket . Initiating Bridge calls for all Priority 1 & Priority 2 Incidents. Paging support teams to join bridge calls to resolve issue within the agreed SLA. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management. Drive the technical bridge by asking frequent updates from support teams who are working on this issue. Once the issue is resolved contact the customer to check if the issue is resovled. Send out End notification to all the support teams once the issue is resolved. Working on RCA with support team and documenting for Operations call ( Offline) Joining daily Operations call to discuss about Major Incidents raised for the Day and resolution provided . Show less

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  IBM

  Dec 2014 - Jun 2017

  Business recovery Manager

   Handling of Major & Critical incidents and assessment of impact to customers and other services. Validating the Business Impact to the client. Hosting Technical Bridge calls for all Major and Critical Incidents reported. Engaging all required technical teams to the bridge to restore service. Providing additional information and follow-up as necessary and ensuring that tickets do not breach their defined Service level agreement (SLA). Ensure that all tickets are assigned and regularly updated as per SLA. Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management to restore service quick as possible. Identify issue that could potentially breach the SLA and escalate to Technical Managers and Support Managers. Liaise with SDM & Technical Managers and act as focal point for coordinating on P1/P2 Incidents.  Ensure process compliance is adhered and documents are up to date. Effectively send out Executive communication on Major incidents to stake holders with appropriate updates on the tickets which are in progress. Drive group chats and bridge calls effectively to resolve incidents. Trigger RCA for all Major Incidents Be a part of DSR call for the review of daily incidents. Be a part of re conciliation calls for Major Incidents which Breaches SLA due to technical difficulties Show less

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  HCL Technologies

  Jun 2017 - Sept 2021

  Process Lead

  o Process Ownership : - Ensure the effective and efficient delivery of IT services to meet the organization’s business requirements. - Manage the day-to-day operations of IT service delivery, including incident management, problem management, and change management. - Coordinate with various teams tech teams to ensure the seamless delivery of IT services. - Monitor and report on service-level agreements (SLAs) and key performance indicators (KPIs) to measure the effectiveness of IT service delivery. o Process Governance: - Establish and enforce process policies, standards, and procedures. - Implement controls and metrics to measure the effectiveness and efficiency of the process. - Continuously monitor and report on the process performance, identifying areas for improvement. o Process Design and Improvement: - Analyse the current state of the process and identify opportunities for optimization. - Design and implement process improvements, considering industry best practices and organizational requirements. - Ensure the process design aligns with ITIL standards and the organizational requirements. o Process Monitoring and Optimization:-Establish KPIs and SLAs to measure the process effectiveness. - Analyse process performance data and identify areas for improvement. - Implement corrective actions and continually optimize the process to enhance its efficiency and effectiveness. o Stakeholder Engagement and Communication: - Engage with relevant stakeholders, including IT leadership, service delivery teams, and end-users. - Communicate process-related information, updates, and changes to ensure stakeholder alignment and buy-in. o Process Governance and Compliance: - Ensure the process aligns with industry regulations, standards, and internal policies. - Establish and maintain process-related documentation, such as process definitions, procedures, and supporting artifacts. - Participate in audits and compliance. Show less

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  Eurofins IT Solutions India Pvt. Ltd

  Sept 2021 - Apr 2024

  Principle Associate - IT

  Management of customer relationship and served as the primary contact for escalations and resolutions. o Driving major incident management process to ensure all priority issues are solved within the SLA. o Chairing technical and management bridge calls for all major and potential incidents. o Manage internal and external stake holder communications with progressive updates until resolution. o Documentation of incident chronology to effectively drive post incident review and perform the root cause analysis via problem management process. o Conducting regular performance reviews and provide coaching and feed back to the IT crew to drive continuous improvement. o Mentoring and guiding peers in the IT service management processes. o As part of Problem management process hosting RCA meetings with the technical crew to find the root cause of the incident and define CAPA actions to avoid re occurrences. o Effectively manage monthly process meetings with the relevant stake holders to work on the improvement areas to enhance efficiency in operations. o Take ownership and accountability for the effective management of the change management process. o Ensure the change management process aligns with the organization's ITSM strategies and objectives. o Collaborate with stakeholders to define, document, and maintain the change management process. o Assess the impact, risk, and feasibility of proposed changes. o Facilitate the Change Advisory Board (CAB) or other approval processes to review and approve changes. o Ensure changes are prioritized and aligned with the organization's strategic objectives. o Coordinate the implementation of approved critical and high-risk changes with relevant stakeholders, including IT teams, service owners, and end-users. o Establish (KPIs) and service-level agreements (SLAs) to measure the effectiveness of the change management process. o Analyse change-related data and identify trends, patterns, and areas for improvement. Show less

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  Eurofins

  Apr 2024 - now

  Infrastructure Lead -IT