Gowtham Kumar

About Gowtham Kumar

Dedicated and experienced Incident Management Associate with a proven track record of effectively handling and resolving critical incidents. Seeking a challenging position in incident management where I can utilize my strong organizational, communication, and problem-solving skills to ensure timely and efficient incident resolution. Committed to minimizing service disruptions, enhancing incident response processes, and maintaining high levels of customer satisfaction. Eager to contribute to a dynamic team environment focused on delivering exceptional incident management services and driving continuous improvement.

Experience

1. Senior Systems Engineer

   Cognizant

   Apr 2023 — Present · Coimbatore, IN

   Acted as SPOC (Single Point of Contact) for all user requests, ensuring first-call resolution or appropriate routing to downstream support teams.• Took full ownership of incidents, problems, and service requests from logging to resolution, ensuring adherence to defined SLAs.• Utilized ServiceNow to monitor and manage Incident, Service Request, Problem & Change queues, updating statuses and escalating as per guidelines.• Developed and maintained call prioritization guidelines and escalation procedures, ensuring customer concerns were promptly escalated and resolved.• Provided regular status updates, including known major incidents and estimated recovery times, to ensure transparency and high customer satisfaction.• Optimized shift management and workload distribution, increasing team efficiency and providing 100% coverage for 24/7 operations.

Education

• Bharathiar University

  Master of Business Administration - MBA, Human Resources Management/Personnel Administration, General

• Dr.G.R.Damodaran College of Science

  Bachelor of Science - BSc, Information Technology

  2017 — 2020