Summary
Overview
Work History
Education
Skills
Timeline
Generic
YESODA SETHUMADHAVAN

YESODA SETHUMADHAVAN

Round Rock,Texas

Summary

Customer-facing Incident Manager driving for results through listening and understanding business and technology needs, critical thinking, and always searching for continuous improvement. With over 5 years in tech-focused incident management, I've driven key service improvements, consistently reduced system downtime, and pioneered innovative customer support strategies.

Overview

12
12
years of professional experience

Work History

Lead II - Cloud Infrastructure Services

UST Global
04.2023 - Current
  • Ensured all critical and major incidents are addressed within SLA response and sending out Critical alerts for such incidents
  • Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners through RCA
  • Spearheaded the integration of ITIL practices, optimizing incident lifecycle management and supporting rapid growth of the client base
  • Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools through PIR meetings
  • Actively drive the creation and improvement of problem tickets in partnership with Incident Management
  • Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new solutions and services.

Senior System Engineer

Cognizant Technology Solutions US Corp.
01.2022 - 04.2023
  • Reporting and managing a set of metrics, including appropriate categorization to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention
  • Understand major incident practices and how to analyze and apply data to a decision-making process
  • Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities and boosting overall system resilience
  • Authored comprehensive documentation for incident management procedures, allowing for consistent training and upskilling of new staff members
  • On-call/POC during shift to answers questions for team members.

Senior Systems Executive

Cognizant Technology Solutions India Pvt. Ltd
06.2012 - 09.2015
  • Drive critical customer escalations or widespread outages to conclusion and resolution
  • Escalate to on-call resources in support and engineering and establish checkpoint calls and action items to ensure that progress is made, and status updates are delivered on time
  • Provide resolutions to problem tickets and update KEDB
  • Participate in an on-call rotation to ensure 24/7 major incident response.

Education

Bachelor of Computer Applications -

Pondicherry University
Puducherry, India
05.2012

Skills

  • IT Service Management
  • Incident Management
  • Proactive Problem Management
  • ITIL
  • Root Cause Analysis
  • Cloud Infrastructure Support
  • Ticketing Tools - ServiceNow JIRA BMC Remedy and HDI

Timeline

Lead II - Cloud Infrastructure Services

UST Global
04.2023 - Current

Senior System Engineer

Cognizant Technology Solutions US Corp.
01.2022 - 04.2023

Senior Systems Executive

Cognizant Technology Solutions India Pvt. Ltd
06.2012 - 09.2015

Bachelor of Computer Applications -

Pondicherry University

Similar Profiles

CREATE PROFILE
YESODA SETHUMADHAVAN