Johnbalan Samuel

Experience

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  Intelenet Global Services

  Jun 2011 - Feb 2014

  Service Desk Executive

   Managing Incidents and service request end-to-end for 5 verticals of Serco Corporate Business Operations (BSFI, F&A, Travel & Retail, Health and Serco Corporate) which includes 8 locations across 3 Metro cities in India. (Mumbai, Delhi & Chennai) and Global Incident Management Operations for Poland, UK, Manila, Philippines, Maldives and Australia. Providing technical pathway and synchronizing the resolver groups for closure of Incidents. Drive bridge calls, sending out communication circulars to corporate stakeholders. Engaging problem management squad in case of repetitive incidents and provide appropriate feedbacks to the problem management club for RCA’s. Record root cause analysis, and contribute in the weekly CAB meetings. Making of Incident flow reports, RCA’s, BSS (business support systems) applications process charts, weekly and monthly reports as agreed and required by corporate business & ensuring on achievement of KPI targets. Supporting on Service Manager Tool (SM9) and Barclays Service Now Tool for daily Incident workflow. Show less

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  Anunta

  Feb 2014 - Apr 2017

  Incident Manager

   Primary objective is to minimize impact, ensure awareness and focus of Technology & Business stakeholders is maintained and ensure service protection measures are in place to prevent or limit recurrence of Incidents Ensuring proper and timely resolutions of all High Priority Incidents is the end-responsibility of Incident Management The role provides 24 X 7 on-calls Support for Major Incident Management & significant Disaster Recovery escalations. The role also has responsibility for Major Incident Management during periodic Disaster Recovery Service restoration testing, and providing input/recommendations to improve capability Preparing Incident Report post resolution of every high priority incident. Following up with Incident Resolution Team for RCA, Corrective Action and Preventive Measures. To Promote and ensure that the Incident Management process operates smoothly and efficiently. Identifying and improving the process and tools more effectively and efficiently as and when required.  Involving the Problem Manager in the incident lifecycle at the earliest and specifically at the time for Root cause Analysis. To escalate the unfit process issues which are beyond control to Incident Management Process Owner Show less

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  Orange Business

  Apr 2017 - Jul 2018

  Change Manager
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  Reliance Industries Limited

  Jul 2018 - Jul 2020

  Problem Manager
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  Wipro

  Aug 2020 - Jun 2023

  Assistant Manager