Arvind Manohar
Houston,TX
Summary
Dedicated and results-driven Major Incident Management Lead with a 15+ years of proven track record of providing leadership in analyzing impacts and implementing technology controls to meet global regulatory requirements. Skilled in developing and maintaining strong business relationships, fostering a culture of continuous improvement, and actively contributing to post-incident reviews and problem management activities.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT Infrastructure -Incident Management Lead
Chevron Global Operations - HCLTech
10.2023 - Current
- Led and supervised a dynamic team of 15 professionals in a small-sized consulting firm, fostering a collaborative and high-performing work environment
- Demonstrated leadership in a consulting company by successfully overseeing a team of 12 members, delivering exceptional results on process improvement and analysis with data protection and compliance
- Proactively managed at-risk projects and individuals, implementing strategic interventions that resulted in a 15% improvement in project success rates
- Assess the Major incidents escalated by the Service desk and set the priority per the impact definition and drive the call to restore service per SLA.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Played a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.
- Ensured compliance with regulatory requirements by maintaining accurate records of all incidents and their resolutions.
- Streamlined incident response processes by developing and implementing effective incident management protocols.
- Reviewed violations of computer security procedures and developed mitigation plans.
- Developed comprehensive incident reports for stakeholders, providing valuable insights into root causes and recommended corrective actions.
- Communicating to Manager on Duty to keep him updated with the issue
- Facilitate a conference call to get the appropriate teams and personnel to investigate and troubleshoot the issue
- Sending out regular updates via Business communications to Business Executives on progress of the issue
- Activating the playbooks which are already in use to engage the appropriate teams and personnel to restore service
- Auditing tickets on regular basis to provide better quality of service
- Reviewing the current process on regular intervals and analyze the process to focus on process improvement to reduce business impact
- Review Playbook, Application List, and/or Vendor list for appropriate support team engagement and escalate as needed
- Involving in analysis, design and consulting of process development and has made quality deliverables in compliance with “ITIL” standard
- Identifying the Image requirements via SCCM Adding the computer to the Active Directory Creating a Task Sequence for Windows Operating System image such as Desktops and Laptops models Setting up Procedure to image a computer with Operating system
- Act as One Global point of contact for all IT Hardware asset management needs and requirements Responsible for any changes and new additions to the Client's environment on Asset Management aspects To provide Global support for all tasks and incidents and escalations related Asset management for Global sites
- Primary responsibility is performing asset reconciliation for end user devices, Networking and Security devices, to ensure ITAM Completeness and accuracy
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives
- Interfaces with Global site's teams to independently resolve problems concerning Asset management compliance which have been escalated through a process and generally are outside of established processes and procedures
- Identify the Assets data in the Physical Count and ITAM ServiceNow database is compliance and to work with corresponding team to correct
- Configure, Implement and Stockrooms and assets within the ITAM and ServiceNow, for enterprise network globally
- Design, implement and enhance current and new Global Asset Management Process and Guidelines Project implementation and Asset management process assistance Assuring of project completion on timely manner and meet the client expectation
- Creating and Updating Asset management Runbook, Documents, and ITAM systems globally Install the Global protect client
- Download and upload tokens into client domain
- Troubleshoot the Global Protect connect and ensure the connection is secure and accessible
- Defined strategic objectives to identify requirements and outcomes
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
Lead – Incident Management - Network /Desktop Support Lead
SASOL Chemicals North America - HCLTech
03.2018 - 10.2023
- Managing the Incident Management/ Problem Management and supervising the IT infrastructure Security operations from high level discussions and Implementing projects for the SASOL IT.
• Analyse, Triage and initiate qualified major incidents.
• Facilitate a conference call to get the appropriate teams and personnel to investigate and troubleshoot the issue.
• Communicating to Manager on Duty to keep him updated with the issue.
• Ensure to involve the correct technical teams to resolution and faster Return to Service.
• Timely updates on the major incident ServiceNow ticket to capture the RTS duration and Incident Duration metrics for Business statistics.
• Monitoring the alerts in Splunk to identify the service interruptions to proactively work on the incidents.
• Follow the escalation hierarchy to involve the SMEs and Site Commanders and Business to restore service.
• Identify the Correct Stakeholders and Business relationship team to continuous improvement in process.
• Sending out regular updates via Business communications to Business Executives on the progress of the issue.
• Activating the playbooks which are already in use to engage the appropriate teams and personnel to restore service.
• Auditing tickets on a regular basis.
• Problem management Trail - Identify and analyze the Incident candidates for qualified Problem tickets.
• RCA - Root Cause Analysis to be performed for identified recurring Major Incidents.
• Involve the correct stakeholders for the Problem tickets on a Conference call - regular updates and follow-ups to assign the action items.
• Chair the Morning Meeting - Weekly meeting with internal and external Stakeholders caused the major Incident.
• Review Playbook, Application List, and/or Vendor list for appropriate support team engagement and escalate as needed.
• Involving in analysis, design and consulting of process development and has made quality deliverables in compliance with “ITIL” standard. - May act in a lead capacity in assigned areas to meet client needs or issues, acts as member of information management team at client sites
- Designs, recommends, and implements strategies for meeting client needs
- Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through problem ticket process and generally are outside of established processes and procedures
- Configure, Implement and Troubleshoot Cisco Routers, Switches, WLC and Phones For enterprise network globally Design, implement and enhance current and new network topology
- Project implementation and network design assistance Assuring of project completion on timely manner and meet client expectation
- Updating Network diagrams, Documents, and monitoring systems Installing Microsoft Windows Operating systems – Imaging: Responsible to create image computers with Client's specified requirements
- Involve in creating design and image package with client's requirement via SCCM- System Center Configuration Manager This includes installing windows operating systems on Laptops, computers, Tablets, Tough pads etc
- This is accomplished with below as tasks
- Identifying image requirements via SCCM Adding computer to Active Directory Creating a Task Sequence for Windows Operating System image such as Desktops and Laptops models Setting up Procedure to image computer with Operating system Implementing Drive Encryption and Troubleshooting complexity: Responsible for installing and maintaining systems with Encryption to Laptops using McAfee EPO
- McAfee EPO console is used as tool to identify computer group and classifying system to install EPO client and maintain encryption with recovery options to enable logon and encrypt hard disk
- Install McAfee Encryption 5.5.0 Client Identify Laptops and assign to group in Active Directory Encrypt data in Hard Disk Recover laptop by whenever encryption access lost by recovery tool from McAfee EPO console
- Remote accounts creation and troubleshooting: Responsible to create remote access control for client accounts by loading Remote tokens – RSA secure ID on Mobile phones and laptops for enabling remote access to SASOL network from remote location
- Install the RSA Secure client
- Download and upload the RSA secure tokens into client domain
- Enable and assign the RSA tokens to client and distribute to the Mobile phones and access the token with RSA Secure ID software
- Auditing the tickets & Escalation handling: The beneficiary is responsible for maintaining the SLA per client on Incidents and Service Requests for the entire team personnel
- Working on all Senior Management Executives to ensure 100% satisfied customer service
- Execute the report on the Incidents and Service Requests for the team including the entire team personnel
- Validate and verify the tickets with SLA and notify and execute the report to meet the SLA for client requirements
- Ensure the SLA is not missed for client
- Utilizing Service Now tool to execute and analyses the SLA
- All VIP users will be managed by him in the most courteous and professional way
- Team Management & Knowledge base creation: Manage the Field Service Operators Provides expert advice and highly complex level 3 troubleshooting support for account(s) or assigned area for issues with limited or without established processes and procedures; ensures resolution or independently determines and implements plan for resolution
- May act in a lead capacity in assigned areas to meet client needs or issues, acts as a member of the information management team at client sites
- Designs, recommends, and implements strategies for meeting client needs
- All VIP users will be managed by him in the most courteous and professional way
- Daily audit of Lake Charles tickets to ensure all tickets are updated on SNOW and managed properly
- All escalation tickets to be managed by him
- Daily day-end of all FSO tickets for Lake Charles & Houston as well Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, printers, PDAs, iPhone, and LAN cable drops
- Planned and implemented upgrades to system hardware and software
- Monitored networks and network devices to resolve technical problems quickly.
Lead - Major Incident Manager
USAA - HCLTech
08.2010 - 03.2018
- Managing Availability Command Centre Operations (ACC)
- Assess the Major incidents escalated by the Service desk and set the priority per the impact definition and drive the call to restore service (RTS) per SLA Organizing the various requirements of clients and coordinating with the different geographical teams
- Lead the team to continuous process development of Client
- Worked with the team members to get the process adherence and delivering the same
- Assess the Major incidents escalated by the Service desk and set the priority per the impact definition and drive the call to restore service per SLA
- Communicating to Manager on Duty to keep him updated with the issue
- Facilitate a conference call to get the appropriate teams and personnel to investigate and troubleshoot the issue
- Sending out regular updates via Business communications to Business Executives on progress of the issue
- Activating the playbooks which are already in use to engage the appropriate teams and personnel to restore service
- Auditing tickets on regular basis to provide better quality of service
- Reviewing the current process on regular intervals and analyze the process to focus on process improvement to reduce business impact
- Review Playbook, Application List, and/or Vendor list for appropriate support team engagement and escalate as needed
- Involving in analysis, design and consulting of process development and has made quality deliverables in compliance with “ITIL” standard
- Problem management Trail - Identify and analyses the Incident candidates for qualified Problem tickets
- RCA - Root Cause Analysis to be performed for identified recurring Major Incidents
- Involve the correct stakeholders for the Problem tickets on a Conference call - regular updates and follow-ups to assign the action items
- Chair the Morning Meeting - Weekly meeting with internal and external Stakeholders caused the major Incident
- Review Playbook, Application List, and/or Vendor list for appropriate support team engagement and escalate as needed
- Involving in analysis, design and consulting of process development and has made quality deliverables in compliance with “ITIL” standard
- Reviewing the current process on regular intervals and analyze the process to focus on process improvement to reduce business impact
- Provided immediate emergency response and incident management
- Conducted post-resolution reviews with team members.
IT Service Desk Administrator
Foster Wheeler
09.2008 - 04.2010
- Handling end-user issues related to IT and communications to the employees
- Communicating to customer so they are informed of progress and advising on workarounds
- Providing First line fix to the employee issues related to technical issues
- Escalating to the technical teams for major issues and to track the incidents until the issue gets resolved
- Sending out the Major Incident communications to the business executives to track the progress
- Following up with the Major Incidents raised in the day to have them closed with the SLO defined as per ITIL standards
- Preparing documents for the team with the steps to resolve the issues in the entry level by consulting the level 2 technicians to eliminate the escalations to the technical teams
- Tools and Technology used: Lotus Notes, HP Service Center, ITIL
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel
- Entered and maintained departmental records in company database.
Technical Support Executive
Sutherland Global Service
08.2007 - 08.2008
- Providing technical support for the home and home office users of the Symantec products to protect their computers from security risks
- Handle customers calls from all over United States of America for end users using the Symantec products such Norton Anti-Virus, Norton Internet Security
- Keeping track of the open tickets raised for the issue and tracking them to close them to get the statistics good
- In turn to improve the performance of the team and project
- Preparing Training materials for the team members with some of the repeated and known issues to make the troubleshooting simple
- Extended analysis to assist technology team efforts to escalate and resolve issues
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure
- Tools and Technology used: Lotus Notes, HP Service Center, ITIL.
Education
Bachelor of Technology - Information Technology
Anna University
Chennai, India 08.2001 - 05.2005
Skills
XP
Certification
Cisco CCNA Routing and Switching (HCL Internal Certification)
Personal Information
Date of Birth: 07/23/84
Timeline
IT Infrastructure -Incident Management Lead
Chevron Global Operations - HCLTech
10.2023 - Current
Lead – Incident Management - Network /Desktop Support Lead
SASOL Chemicals North America - HCLTech
03.2018 - 10.2023
Lead - Major Incident Manager
USAA - HCLTech
08.2010 - 03.2018
IT Service Desk Administrator
Foster Wheeler
09.2008 - 04.2010
Technical Support Executive
Sutherland Global Service
08.2007 - 08.2008
Bachelor of Technology - Information Technology
Anna University
08.2001 - 05.2005