1. MANIKANDAN.R
Email Id’s: Balasmart24@gmail.com Mobile No’s: 09003468736 / 08892524216
OBJECTIVE
“Seeking for a challenging management position, where my skills and knowledge can
be enhanced, Shared applied and enriched. I look forward to a position that would
synergize personal interest and abilities with organizational goals”.
CERTIFICATION’S &TRAININGS:
 ITIL (Information Technology Infrastructure Library) Certified IT Professional.
 70-270 Microsoft certified Professional – (MCP).
 Information Security Foundation based on ISO/IEC 27002.
 ITIL® Intermediate Level certified by EXIN.
PROFESSIONAL EXPERIENCE:
1. Incident Manager: Onward Eservices Ltd (From Dec 2013 to till date)
Working as an Incident Manager (IT Operations) and partially taking care of Change management in Anunta Technologies Project
of Domestic &International Customers. Ensure Incident Management response and resolution SLA including the MTTR.Ensure
overall process compliance and no Major NC based on the compliance.
Key Responsibility:
Manage and coordinate activities during overall ticket life cycle.
Responsible for sending all Incident notifications as per agreed process
Chair Bridge calls for effective coordination, incident resolution, service restoration
Provide input to and coordinate the development of the Network Incident Report (NIR) and Root Cause
Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.
Reviewing SLA performance and recommend corrective action.
Escalating calls to the Manger depending upon the severity levels according to escalation Matrix.
Represent the service across the organisation and in CAB meetings. Takes a specific Change through the
Change Management Process, from planning through approval to implementation
Review change plan and ensure its adherence to standards, approve changes at unit level
Participate in Change Advisory Board to review and approve changes across the organization.
Owns the Change Request ticket and accountable for the entire Change Management process
Reviews all implemented changes to ensure that they have met their objectives and analyses change
records to determine any trends
2. Incident Manager: IMSI Technologies Ltd (From June 2013 to Dec 2013)

2. Worked as an Incident Manager (IT Operations) and partially taking care of Problem management in IBM
India Pvt Ltd Project of Domestic &International Customers. Ensuring the ticket is followed up with the
team for the right status followed on time. Maintaining the RCA tracker to be up-to -date &
Weekly Major Tickets MIS.
Key Responsibility:
Maintaining the Major Incident Management process. SLA deviation monitoring and reduction of Pending
tickets
Worked proactively in identification of top recurring incidents. Tickets severity validation and tracking till
the closure
 Logging problem tickets for the concern team. Driving technical teams to diagnosis the
problem and provide the root cause.
Providing temporary fix or workaround to the problem. Perform trending and analysis of incidents to
proactively identify problems
 Once implementation is complete, compare the incident levels to the previous weeks to see if
problem solving reduces incidents
 Provide management information about Problem Management quality and operations
 Supporting Incident Management by providing information and work-around or patches
 Submitting RFCs to Change Management to make the necessary changes to the IT
infrastructure.
3. Technical Support Engineer: Future Focus InfoTech Pvt Ltd (From March 2013 to May2013)
Worked as an Incident Management Team lead in Tata Communications Ltd Project of Domestic
&International Customers. Ensuring the ticket is followed up with the team for the right
status followed on time.
Key Responsibility:-
Create incident, update work log, prioritize and categories the incident. Identify trends on high call
volumes that indicate Major Incident is in Progress
Obtain and record all relevant details, capturing minimum required information as indicated in the
Knowledge base
Ensure tickets are assigned correctly if unable to resolve within the service desk
Responsible for providing current status, managing caller’s expectations by providing current service level
Engage support teams as required for Critical and High priority tickets direct the Incident Management
process by assigning tickets to the appropriate individual on a service provider team
 Prioritize incidents, based on priority and urgency, and assessing service provider team
resources and capacity

3.  Monitor existing tickets and escalate to management if in risk of missing the service level
targets Participate and provide additional information wherever client input is required
4. Engineer: Intarvo Technologies Ltd (From May 2011 to Feb 2013)
Worked as an Incident Management Team in Tata Communications Ltd Project of Domestic &International
Customers. Ensuring the ticket is followed up with the team for the right status followed on time.
Key Responsibility:-
Tickets severity validation and tracking till the closure
SLA deviation monitoring and reduction of Pending tickets
Ensuring the tickets are followed up with the team for the right status followed on time
Provide all information relevant to the incident: what action is required, by when business impact crucial.
Participate and provide additional information wherever client input is required
Work with Service provider or Corporate Incident Management to determine best approach if conflict
arises
Seeks Incident/User Service Request completion within a timeframe satisfactory to their business
priorities
Responsible for sending all Incident notifications as per agreed process
Delivering the services in agreed timelines and ensuring the nil penalties in the IT Infra calls. Track
maintenance schedules and system upgrades such as firmware
 Escalating calls to the Manger depending upon the severity levels according to escalation
Matrix.
ACHIEVED:
Recognized with Employer of the month in the TATA COMMUNICATIONS LTD for the extended support
during crisis situation and tremendous leadership.
EDUCATION SUMMARY:
2006-2009 Bachelor’s in (Computer Application) in Dr.R.K.Shanmugam Arts &Science college,
Indhili, Kallakurichi secured 65%
2004-2006 Higher Secondary Certificates (HSC) in Govt boys Hr. Sec. School, Chinna Salem
secured 60%
2002-2004 SSLC in Govt boys Hr. Sec. School, Chinna Salem secured 81%
PERSONAL SUMMARY
Date of Birth : May 24, 1989
Sex : Male
Nationality : Indian

4. Marital Status : Unmarried
Languages Known : English, Tamil
PERMANENT ADDRESS:
15/6Anthalam Pillai Street, Chinna salem-606201. Villupuram (DT)
PRESENT ADDRESS:
GR building, 103/60,60Feet main road, Near Gangothiri circle, Jaibheema Nagar,
Bangalore-68
KEYWORD SUMMARY:
Seeking a technical management position where my leadership, technical skills, strategic planning and Business
development skills will be fully utilized.
Date: Yours Sincerely
Place: Manikandan .R