237\1\1, Ashwini, G.M.R-2nd Block, Ramamurthy Nagar, Bangalore-560016 Tel: +91-80-25661032 Mob: 9986428061 Email: murali_8j@yahoo.co.in

V Murali Krishnan

Objective: To contribute to the growth of the organization and secure a challenging position in the company by working as an active member of a team besides enhancement of personal development and career growth.

Experience:

HCL Technologies Limited, Bangalore

13th January 2014 – Till Now

Critical Incident ManagerCurrent Role:

Aiming to restore the service operation to the agreed upon levels as quickly as possible, by owning and managing the life cycle of the Incidents (Sev1) in the 24X7 environment.

Providing quicker resolution to the incidents by matching incidents against history tickets and known errors documented in KEDB.

Correct categorization of the Incidents to avoid misrouting of the incident. Prioritizing the Incidents on the basis of their impact and urgency to the customer. Handling Incident Hopping and other conflict situations to drive the incidents to resolution. Initiating and Managing Service Restoration Team (SRT) for critical incidents. Setting up of Technical & Management Bridge. Using escalation matrix, Hierarchical and Functional, to get appropriate level of focus on

the incident from technical teams and management. Incident monitoring and ensuring timely communication flow to the stakeholders. Ensuring completeness & correctness of the information being documented and

communicated. Keeping a track of the approved changes; both completed and scheduled, for critical

services. Causal Analysis and first hand reporting for Root Cause Analysis (RCA) with Problem

Management. Contributing towards process improvement and updating the relevant documents as and

when required. Ensuring Incident Management data is available to other service management

processes.

Hewlett Packard, Bangalore

06th August 2007 – 10th January 2014

Situation Manager/Strategic Incident Manager

Responsible for service restoration for all incidents for each client under supported parameters.

Currently handling 202 US clients of hp and managing their IT infrastructure.

Responsible to manage supported servers, network, applications and domain controllers.

Responsible for critical Severity1&2 and potential Severity1&2 cases.

Engaging technical teams and making sure that ownership of case is taken for service restoration.

Working with ICO’s and Resolver groups to ensure smooth completion of P1 & P2 tickets.

Working closely with ADM’s, Client Managers and VP’s for maintaining continuity of service.

Responsible for the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

Accountable for the complete Incident Management process.

Ensuring the success and quality of the Incident Management process as it applies to cross-functional organizational units.

Ensuring that the Incident Management process is followed correctly at ITS and by the customer and user community.

Maintaining the quality of satisfaction of customers and users based on the proper functioning of the process.

Ensuring process training is available for those responsible for executing the Incident Management activities.

Ensuring compliance across ITIL processes.

Maintaining a Continuous Process Improvement plan for Incident/Service Management.

Providing effective communication to steering committee, senior management, process owners and customers.

Incident CoordinatorPrior Role Performed:

• Handling the role of Incident coordinator which involves managing live outages. Ensure all the information is collected by the GSD, coordinate with the relevant resolving workgroups and ensure the SLA is met and the case is resolved in an efficient manner.• Interact with client organization and resolving agencies during resolution of escalated cases. Coordinate and ensure the progress of the escalated cases between the GSD, Resolving Workgroups, KONE Internal Teams and Third Parties.• Participation in Client workshops for Process Improvement and be involved in Implementation of new processes when required.

• Development of new training material on specific procedures for team members when required.• Monitoring Change Requests and keeping the team up to date with the changes. Specifically be well versed on CAB resolutions.• Provide feedback on specific case management processes to allow agents to meet their individual targets. In detail, P1/P2, Complaints, Escalations & CSAT. • Remain well versed in Service Desk policies, Procedures, Standards and Documentation in order to help in developing and maintaining internal processes to improve the case quality.

Technical Support Engineer \ SME \ RTAPrior Role Performed:

Handling technical support for APAC, EMEA and NA. This position is responsible for handling incoming technical customer inquiries and issues

with related to HP products (PSC, Desktops, Laptops and Projectors) as the first point of contact.

Handling technical issues related to wireless installation and communication issues, network configuration and troubleshooting.

Handle research and resolve phone inquiries from customers regarding technical problems, which include: Installation, Registry backup, Fax, Copying, Scanning, Printing and Projector related issues.

Log issues and all customers’ contacts into the customer data-base, translate end-user business needs into working solutions and provide technical resolutions for their issues that have been identified.

Complete any follow-up work related to customer transaction. Answer general questions, provide education and offer service to customers in a professional and courteous manner.

Provide assistance and mentoring to new Customer Support Representatives. Call back the customers to check if the issue has been resolved. Demonstrated performance

to handle workload in the department consistently & regularity of output and track record in meeting deadlines.

Handle escalations to meet the needs of the customer and resolve the issue. Follow strict policy and procedures for communicating the changes and preferences in

schedule to the Scheduling Coordinator and provide Supervisor Support additionally as necessary in high volume or promotional periods in service center.

247 Customer, Bangalore

1st Feb 2005 - 28th Feb 2007

Sr Customer Service Executive

Was catering to a MNC Bank called MBNA Canada Providing Credit Cards to users in Canada. Worked for 9 months. Worked in CMU (Dialer Management) for the processes Capital One, MBNA Canada

and Chase for 1 Year and 2 Months. Total Work Experience of 25 Months.

Education

Bachelor of Science (Pure Science) St Joseph’s College of Arts & Science.

Certification

ITIL V3 Foundation

PERSONAL DETAILS

Date of Birth : 08/07/1982

Sex : Male

Nationality : Indian

Martial Status : Single

Languages Known : English, Hindi, Kannada, Tamil and Telugu.

Interest : Listening Music, Collecting Stamps, Carom, Chess, Currency Notes, Cricket etc.