Arun A S

About Arun A S

Dedicated and results-oriented Service Desk and Incident Manager with 4.6 years of…

Experience

1. Engineer

   IT Convergence

   Oct 2023 — Present · Hyderabad, IN

   Taking ownership of all the critical incidents and making sure the client is notified withproper information. Part of Go-Live projects and maintenance activities by sending out timely communicationsto the clients. Responsible for managing the Root Cause Analysis investigations. Following up with the other technical teams on any unresolved incidents which havebreached the ETA. Making sure that a corrective action is implemented by the teams in the given SLA usingproblem management techniques. Handle calls & provide effective solutions and maintain records as per the client\'sexpectation. Responsible for oversight of all critical incident/major IT system escalations from initiationto resolution including managing. Coordinate appropriate resources to resolve critical incidents in accordance with servicelevel agreements and operational level agreements. Responsible for all communications during a major system outage, ensuring ITmanagement and Business is kept updated through incident resolution. Update the incident reporting systems with resolution information, liaise with the ProblemManagement team on detection of potential trends; driving down repeat, serviceimpacting failures. Maintaining a log of work performed and actions required in resolving incidents withidentification of root cause. Strong ability to communicate clearly and appropriately with executive and managementlevel business partners, non-technical end users, technical subject matter experts andvendors. Providing regular incident and change notifications (planned & unplanned) to impactedlines of business and senior managers with appropriate data including business impact,application affected and relevant details regarding incident resolution.

Education

• Sri Ramakrishna Institute of Technology

  Bachelor of Engineering - BE

  2017 — 2021