Nagesh Madigunta

Experience

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  Mphasis

  Aug 2004 - Aug 2007

  Senior Technical Support Officer

  Responsibilities:➢ Worked for one of the biggest US-based ISPs which predominantly catered to the needs of customers providing voice support to the customers.➢ Troubleshooting Dial-up and broadband connection issues.➢Troubleshooting Email issues.➢ Creating Trouble Tickets.➢ Handling Escalation Calls.➢ Helping customers install software provided by the ISP on their computer.➢ Fixing software issues on the customer’s computer.

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  Accenture

  Aug 2007 - Sept 2010

  Incident Manager

  Responsibilities:➢ Provide Incident Management for High Priority incidents through proactive and reactive escalation.➢ Handling critical tickets by escalating incidents requiring urgent attention and action to the respective Level 2 teams and Client Service Managers.➢ Sending out notifications for Priority incidents and updating the stakeholders on the progress of the investigation.➢ Liaising with Support teams on the High Priority bridge calls, driving all high Priority incidents through to resolution. Show less

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  Convergys India Services Private Limited

  Oct 2011 - Jan 2014

  Incident Manager

  Responsibilities:➢ Incident Management for Service Interrupting Events.➢Handling Service Interrupting Event for the Windows Live space.➢ In the event of High impact service/product outage, assess the impact and engage the Microsoft Operations Center to have a Bridge call spun up through Proactive and Reactive escalation.➢ Triage and drive all SEV A and B incidents through to resolution.➢ Sending out notifications to business stakeholders in the event of a Service Interrupting Event (SIE) that impacts many dependent services or a high percentage of users.➢ Liaising with Microsoft Operation Center and Support teams on the High Priority bridge calls till the Services impacted are restored.➢ Publishing global communications for broad impacting issues all across the world and postings for specific infrastructure (users on specific servers impacted).➢ Posting notifications to the Message Center regarding Service Interrupting Events and Planned Maintenance.➢ Monitoring data-driven listening system designed to tap into Social Media and support activity, and correlate data into service and topic specific trends to identify potential SIE.➢ Supporting Microsoft Partners to deliver co-branded Windows Live Services.➢ Sending external Partner -Release/Maintenance notifications to Microsoft Partners informing about the Potential, Expected impact, and Severity/Risk.➢ Sending out post-mortem reports to the stakeholders with the technical details after an outage. Show less

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  Brillio

  Feb 2014 - Aug 2015

  Major Incident Manager

  Location: Deputed in Microsoft, BangaloreResponsibilities:➢ Incident Manager for Sev A Incidents. Ensuring the appropriate priority is assigned to incidents based on the business impact and driving incidents to resolution.➢ Proactive/Reactive communications via targeted alerts that provide business awareness and status of Emergency Response and Business Continuity activities during service-impacting events.➢ Coordinate with Ops teams to ensure SLAs are met and communications are accurate and timely.➢ Identify opportunities for process improvement on engagement, mitigation and mission operating processes.➢ Work cross-functionally with business stakeholders to onboard new support channels, teams, products, and capabilities.➢ Owning War Rooms for new product/feature launches by Microsoft. Show less

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  Ibm Pvt India Limited

  Sept 2015 - Jun 2017

  Incident Manager

  Responsibilities:➢ Handle Major incidents and make quick decisions while driving incidents.➢ Chair Bridge calls for effective coordination of Major and Priority ONE incident resolutions.➢ Ensure escalation matrix is followed and drives third parties for quick service restoration.➢ Ensure Incident PIR Report is created immediately after resolution processes and recovery times.➢ End-to-end ownership in the incident management process and Problem ticket handover to Problem Management. Show less

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  Collabera

  May 2018 - Jan 2020

  Major Incident Manager

  Deputed in IBM India PVT Limited, BangaloreResponsibilities:➢ Handle Major incidents and make quick decisions while driving incidents.➢ Chair Bridge calls for effective coordination of Major and Priority ONE incident resolutions.➢ Liaising with technical teams on the high Priority bridge calls, driving all high Priority incidents through to resolution.➢ Sending out executive alerts/communications to stakeholders for high-priority incidents.➢ End-to-end ownership in the incident management process and Incident record handover to the problem.➢ Worked with Clients during natural calamities that could impact their IT infrastructure and played a critical role in Disaster Recovery, executing Business Continuity Plans and ensuring Business Continuity to recover critical IT services and core business functions. Show less

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  LTIMindtree

  Feb 2020 - now

  Responsibilities:Major Incident Manager:➢ Liaising with Support teams and driving high-priority incidents to resolution restoring ITservices to mitigate the impact on business.➢ Responsible for the composition and distribution of Major Incident communications to thestakeholders.➢ Ensuring that all IT teams follow the incident management process for every incident.Problem Management:➢ Work with Resolver Groups to obtain the RCA (Root Cause Analysis) report.➢ Work with Technical teams to identify the preventive actions to minimize the recurring incidents and ensure they are implemented in the infra environment.➢ Attending Problem review calls with the technical teams and Client to review the progress of the problem tickets and RCA’s.➢ Share the Final RCA with the Client.Change Management: ➢Review and approve of the Critical Emergency and expedited changes in live environment procedures.➢ Publish Weekend Change reports to all the stakeholders.➢ Hosting weekend Infra Health checks and sending weekend change implementation reports to the stakeholders.Configuration Management:➢ Maintaining Configuration Items in the Configuration Management Database about Clients' IT infrastructure like Servers, Enterprise applications, etc.➢ Determine Existing Data Repositories and leverage them to maintain and keep the CMDB up to date.➢ Administering and executing the configuration management process and ensuring CMDBdata integrity.➢ Perform attestations for Enterprise applications in CMDB to keep the CMDB updated with accuracy.➢ Liaising with Enterprise architects for Enterprise applications, reviewing the application portfolios at their end to ensure that the Enterprise architecture database is in sync with Configuration ManagementDatabase and Vice versa.➢ Interfacing with the Clients and having regular meetings with the Client to review CIs in the Configuration Management Database.➢Performs Audits every quarter for CI's to bridge the gaps in CMDB. Show less

  • Technical Program Manager

    Dec 2023 - now

  • Incident Problem Manager

    Feb 2020 - Jan 2024