Kishore Nair Venugopal

An experienced IT professional specializing in Incident & Problem Management with a range of practical capabilities adept at working in professional and fast-paced work environments.

Assistant Manager, Incident & Problem Management | Carsome Sdn Bhd
Aug 2022 – Sept 2022
- Responsible in structuring the ITIL best policy and practice framework for Incident and Problem management and ensuring compliance.
- Proactively monitoring incident resolution, analyzing and highlighting trends and root causes to the Technical Support Lead and/or relevant support teams.
- Manage collaborative efforts with the different stream of technology support teams in keeping business reported outage recovery efforts as objective and ensuring it meet the business SLA.
- Accountable for coordinating recovery efforts by identifying possible work around or permanent fix; whichever is quicker for restoration of the reported outage by leading, facilitating and chairing recovery calls.
- Engaging relevant support teams for investigations on all major incidents/problems with impact and/or potential impact foreseen to ensure services are restored within SLA.
- Ensure timely communication to stakeholders and up to date records for the post incident reviews by driving root cause analysis and targeted preventive actions.
- Demonstrate effective leadership skills in management of people, processes and resources from 3rd party vendors in resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs.
 

Incident Manager | Hong Leong Bank Berhad
Jan 2015 – July 2022
- Responsible for driving, coordinating, and managing High Priority Incidents till a resolution is achieved.
- Constantly managing RTOP and communications in the event of an incident to ensure stakeholders and higher management are aware of the progress. Identifying and escalating risks and issues to the Process, Application, or System owners as a proactive measure in avoiding reoccurring incidents.
- Ensure High Priority incidents are managed within the agreed Service Level Agreement (SLA) in adherence with the business and department requirements.
- Prepare incident reports and status dashboard of High Priority incidents to be presented to management.
- Drive efficiency of the Incident Management process and monitor the effectiveness while working towards continuous improvement.
- Participate in bi-weekly Change Advisory Committee (CAC) meetings to probe, address, highlight concerns with regards to medium and major deployments to critical systems.
- Ensure quality ticket management is practiced by projecting the daily status of Aging and Untouched tickets and driving the respective support teams to resolve incident tickets in a timely manner.
- Organize monthly Service Review meetings with support teams to discuss and highlight progress as well as gaps in incident management.
 

Technical Support Analyst | AIG Global Services (M) Sdn Bhd
May 2012 - Dec 2014
- Provide first and second-level support for a wide range of software, applications, and hardware technologies.
- In charge of software deployment for AIG staff in compliance with the company’s policy in terms of licensing and approved software that conforms to AIG standards.
- Tasked with working on tickets assigned to the Service Desk Queue and ensuring proper ticket management as per the Service Level Agreement (SLA).
- Identifying gaps and providing solutions while working in tandem with resolver groups as well as providing knowledge support for Level 1 analysts.
- Daily reporting and housekeeping are done to ensure quality ticket management whilst at the same time ensuring the Queue are under control in terms of quantity.
- Working closely with Team Leads in providing constructive suggestions and looking for ways of improving the current level of service being provided.
- Attending Supervisor calls and escalations as well as walking/managing the floor when Team Leads are engaged.
- Provide technical and non-technical coaching/training to L1 agents.
- Creating and updating Knowledge Objects to ensure the correct information are passed on to L1 agents.

Diploma in Information & Communications Technology | University College of Technology & Innovation (UCTI)