Kishore Kumar Kusumuru
Problem Manager at Diebold Nixdorf | ITIL® V4 Certified | Incident Management & MIM | Lean Six Sigma Yellow Belt Certified | 9+ Years Experienced in ITSM | Strong Service Delivery Management & Communication Skills
- Role
- Problem Manager at Diebold Nixdorf
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Kishore Kumar Kusumuru
Passionate and results-driven ITIL Problem Manager with a strong track record of driving IT stability, reducing recurring incidents, and improving service reliability. I specialize in problem identification, root cause analysis (RCA), and proactive problem management, ensuring minimal business disruption and enhanced operational efficiency.With expertise in ITIL best practices, data-driven decision-making, and cross-functional collaboration, I work closely with technical teams, business stakeholders, and leadership to resolve complex IT issues and implement long-term solutions.I am always eager to leverage technology, improve processes, and foster a culture of continuous improvement to deliver a seamless IT experience for businesses and customers.
Experience
Problem Manager
Jul 2023 — Present · Hyderabad, IN
KEY RESPONSIBILITIES- Manage the investigation and drive root cause of all problem tickets throughout the problem lifecycle for major incidents- Conduct Problem Investigation Review meetings- Identify and communicate known errors and workarounds- Ensure problems are mitigated quickly to prevent recurrence- Ensure Root Cause Analysis reports are produced within SLA- Ensure Corrective Actions are identified and implemented within agreed timelines- Ensure that post-implementation monitoring is conducted before resolving the ticket- Maintain data accuracy and completeness of all problem tickets within EBS & ServiceNow- Ensure timely and appropriate communication with all stakeholders- Ensure compliance with established Problem Management policy, processes, and procedures- Work with teams across IT to identify and implement continual service improvements- To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management- Be the focal point for all problem management questions or issues- Strong working knowledge of industry recognized problem management techniques (e.g. 5 Why’s, etc)- Ability to communicate, both verbally and in writing- Able to demonstrate an ability to work collaboratively with stakeholders and other IT teams including those in other time zones- Able to work to agreed timescales and SLA’s- Experience of chairing Problem Investigation Review meetings- Good working knowledge of data analysis techniques, standard reporting tools, ServiceNow ITSM tool. and techniques.
Education
Malla Reddy College of Engineering & Technology
Master of Technology - MTech, VLSI design and Embedded systems
2018 — 2020
SS institute of technology
Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering
2012 — 2016
Royal Junior College
+2, Mathematics Physics chemistry
2010 — 2012
Genius High school
High School, SSC
2010
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