Venu T has over 8 years of experience in ITIL service operations including incident management, problem management, and change management. He is currently a problem manager at IBM India where he is responsible for driving the problem management process, analyzing incidents to identify trends, and compiling reports. Previously he worked as a problem manager and incident manager at CSC India where some of his responsibilities included producing problem records, investigating root causes of incidents, and leading high priority incidents. He aims to continuously improve processes.

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Venu T
Phone: Primary – 919502056781, Secondary - 919502020946
Email:venuvlp_goud@Rediffmail.com/venuvlpdoll@gmail.com
Summary
 8 plus years of Hands on Experience in ITIL Service Operations
Incident, Problem Management, Service Desk operations & Trained in
Change Management Process.
 Effective communicator with strong analytical, problem solving &
organizational abilities, possess flexible & detail oriented attitude
 Good Knowledge of ITIL
 Experience in Team handling and coordination across various teams
Educational Qualification
 Bachelors in Science
Trainings & Certifications
ITIL V3 Foundation – Certified
ITIL v3 Operation Support and Analysis – Certified
Strengths
o Adaptability, Analytical & communication skills, Team Management
WORK EXPERIENCE
#1 Organization: - IBM India Private Limited: 13th
October 2015 to till date.
Role (IPC): Primary PROBLEM MANAGER
 As a Problem Manager responsible to drive effectiveness and efficiency
of Problem Management process Liaise with customers, IT executive,
IT platform managers.

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 Participating in Problem Management meetings and reviews.
 Identify Problem Investigation, assignment issues also acting as an
initial escalation point for day-to-day Problem Management issues
 Analyzing Incidents (especially Critical Incidents) and closed Problems
to identify and act upon trends Tracking open Problems and identifying
any Problem that requires increased focus to meet agreed target levels
 Analyzing SLA report and sharing the SLA impacted PR / RCA list to
CDM, with proper justifications for SLA failure for PR / RCA for
gaining due date extension approval to save SLA
 Gathering data, compiling information and preparing statistical and
trend analysis reports for generating PRs and thereby RCAs as per
client / management requests.
 Handling and planning multiple review meetings for RCA, and action
items.
 Very good understanding and awareness of the ITIL Problem
management process and procedures.
As a Change coordinator –
 Change Coordinator- Accountable for the complete process,
Responsible for ensuring that the Change Management process is being
followed correctly.
 Maintains goals and objectives within the process
 Designs and recommends metrics and reports for management
 Providing a fully functional Change Management process resulting in
customer satisfaction
 Responsible for ensuring those resources have the required skill sets
 Maintain Continuous Process Improvement on a regular basis

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#2 Organization: - CSC India Private Limited: 12th July’ 2010 to 05th
October
2015.
Role: PROBLEM MANAGER
 Produce Problem Records for all MIR's for all P1 incidents (and P2, depending
on the contractual agreement)
 Interface with Incident Managers to provide Root Cause/Trend analysis on
incidents.
 Interface with incident/change management for incident/ change resolutions
(failed changes).
 Use trend and root cause analysis to investigate repeat problems, establish
common trends that may cause a fault to arise and establish trends for SLA
misses.
 Establish trend analyses as a standard vehicle for proactive problem
management by analyzing historical data to identify and eliminate potential
incidents before they occur.
 Record, manage and escalate service problems as appropriate.
 Maintain close liaison with support teams and senior managers over the
introduction of major changes in order to resolve problems.
 Using Problem Register to review the problems currently open to aid in
chasing referral groups and to share with Service Management.
 Manage and update of Logging known errors on the database and keep up to
date.
 Manage multiple faults occurring on the same piece of equipment and to
manage the occurrence of the same fault on many units.
 Co-ordinate problem resolution action plans, in the event a fault requiring a fix
by more than one referral group.
 Represent Problem Management at Daily Service Review and pick up any
associated actions

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Role: INCIDENT MANAGER
liaises with the Customer as focal point for all high priority & major incidents
reported. Represent the team while leading a Sev1 ((First level severity) and
Major incident.
 Responsible for Incident Management for Various accounts.
 Lead and Manage incident Bridge lines, Triage Issues, Executive
communication
 Actively monitoring high severity and in-progress incidents.
 Escalating high priority tickets to the respective Line of Services,
Service Delivery Managers and Crisis Incident Managers.
 Use Escalation matrix appropriately to get appropriate level of focus
from technical teams and management
 Initiating and coordinating Service Restoration Teams (SRT) through
Chats or Calls where applicable.
 Responsible for planning and coordinating all the activities required to
perform, monitor, and report on the process
 Remediate deviation of process for its particular division/department.
 Point of contact for all Major Incidents.
 Responsible for the effective implementation of the process "Incident
Management" and carries out the respective reporting procedure.
 Represent the first stage of escalation for Incidents
 Monitor the incidents to ensure that the Service Level Agreement are
respected
 Identify, initiate, schedule and conduct incident reviews
 Ensure the closure of all resolved and end-user confirmed Incident
records
 Provide guidance to the Incident Process Coordinators
 Establish continuous process improvement cycles where the process
performance, activities, roles and responsibilities, policies, procedures
and supporting technology is reviewed and enhanced where applicable.

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 Represent Problem Management at Daily Service Review and pick up
any associated actions
#2UNISYS INDIA PVT LTD: 3rd
Nov08 to 7th July 2010.
 Service Desk Associate : Responsible for Customer Queries,
Hardware & Software Basic Trouble Shooting (Installing software,
Network and Local Printers etc… as per client requirements),Lotus
Notes,Citrix Application Tools,Remedy7.5 version, Password resetting
(NT,AllApplicationTools),Outlook, Blackberry,Wireless,VPN,Creating
Work Orders on behalf of Clients.
#3 MAGUS CUSTOMER DIALOG PVT LTD: 1st Feb06 till Mar2007
Help Desk –Floor Supervisor:
 Maintaining answered and service levels
 Preparing Training Materials and Presentations using PPT’S
 Member of the training team, involved in identifying the training needs
of the employees and arranging for the refreshment training program
using PPT’S
 Checking the availability and schedule Team Meetings with Manager,
Team Leaders and Quality Team.
 Time Sheet, Daily Reports to Manager
 Leading a team that involves in doing Daily Reports, Quality check &
Productivity improvements across various departments in the
organization
 Daily briefing and debriefing to the team
 Handling escalations and passing resolution to customers
 Customer appreciation for Excellence in Customer Service resulting in
great VOC (Voice of the customer)

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PERSONAL PROFILE
Date of Birth - 27-09-1980
Marital Status - Married
Nationality - Indian
Passport Number -
Father’s Name- T.Swamy Goud.
Attitude:
Always positive and ready to perform out of box.
Belief:
Success of life lies in three letters “TRY”.