Madhu Babu

WORK HISTORY

EDUCATION

ABOUT MADHU BABU

Experienced professional in the roles of incident manager and quality analyst with overall 5 years of experience. Responsible for all big data incidents for microsoft azure global support in APAC region Managed all the incidents of big data with support engineers teams, on-call support application teams and management. Interface with LOB leads and managers for faster incident assignments of p1 critical incidents. Performed confidently in role of incident manager and and lead customer personnel in responding to fast paced incidents. Responsible for SLA management and communication of ongoing service disruptions /outages and the resultant breach of current SLA’s. Ensure the SKMS (ServiceKnowledgeManagementSystem) has current information for the application and Services. To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications. To ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements (SLAs) or Operational Level Agreements (OLAs). To be responsible for assigning Priority 1 / Priority 2 Incidents; To ensure that Incidents assigned to their Support Groups are resolved and that service is restored. To ensure that all IT teams (internal and external) follow the Incident Management process for every incident. To monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement (SLA) and Operational Level Agreement (OLA) are respected. To crate Knowledge with repeatable procedures with a goal of reducing the number of Incidents. To monitor the progress of Incidents and Requests within other IT funions to ensure SLAs are being met and services are being restored. Point of contact for Negative Assessments. Align the customer expectation with the SLA\'s.