Jacob Mathew
Major Incident Manager
Abu Dhabi
Summary
Driven to provide quick and knowledgeable response to Critical Business Incidents in order to minimize service interruptions and lost revenues. Experienced with developing and improving processes, leading teams and managing enhancements. Proficient in Service Now, Power BI and Pager Duty.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
Work History
Major Incident Manager
Wipro Limited
Abu Dhabi
2018.10 - Current
- Currently working for Wipro Limited as Major Incident Manager, since October 2018.
- Conducted post-resolution reviews with team members
- Developed and coordinated response processes
- Used Service Now to develop spreadsheets, reports and tracking systems
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Assessed incident priority based upon impact to business and escalated issues as necessary
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
- Analyzed network security and current infrastructure, assessing areas in need of improvement
- Provided immediate emergency response and incident management
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements
- Used Power BI to develop spreadsheets, reports and tracking systems
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Liaised with other departments to minimize network interruptions and possible downtimes
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
Service Desk Lead
Wipro Limited
Abu Dhabi
2017.08 - 2018.10
- Service Desk Lead at Wipro Limited from August 2017.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Developed and implemented preventive maintenance procedures.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
Service Desk Analyst
Ultimate HR Solutions
Abu Dhabi
2014.05 - 2016.11
- Service Desk Analyst at Ultimate HR Solutions, Dubai from May 20, 2014.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Diagnosed and troubleshot hardware, software and network issues
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Responded to customer inquiries and provided technical assistance over phone and in person
Technical Analyst
Markup Infoway Solutions
Bangalore
2008.12 - 2013.10
- Technical Analyst at Markup Infoway Solutions, Bangalore from December 2008 – October 2013.
- Assessed business requirements and recommended technical products and solutions to meet needs
- Authored technical requirement documentation to suit business goals and technological limits
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals
- Offered insight into standard methodologies and common obstacles faced by competing companies, based on experiences with past clients and third-party research
Engineer
Firmusoft Solutions
Thiruvananthapuram
2005.08 - 2008.11
- Engineer at Firmusoft Solutions, Thiruvananthapuram from August 2005 – November 2008.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems
- Developed positive working relationships with stakeholders to effectively coordinate work activities
- Developed work plans for various personnel roles based on strengths and talents
- Wrote, reviewed and edited technical document in accordance with template requirements
Software Analyst
Triassic Solutions
Thiruvananthapuram
2004.10 - 2005.07
- Software Analyst at Triassic Solutions, Thiruvananthapuram from October 2004 – July 2005.
- Designed, developed and integrated software solutions based on business requirements and objectives
- Performed user account maintenance tasks, archiving defunct credentials and monitoring login systems for suspicious trends
- Created customized development frameworks for customers based on specific business goals and budgetary constraints
- Completed software development lifecycle from requirement analysis to test planning, test case development and test execution
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
Education
M.C.A - Master of Computer Application
2001.11 - 2004.01
B.Sc (Computer Science) -
1998.05 - 2001.03
ISC -
1995.06 - 1997.03
ICSE -
1994.05 - 1995.03
Skills
Banking Domain
Post-Incident Reviews
Resolution Dedications
Emergency Analysis
Critical Incident Handling
Service Interruptions Analysis
Incident Priority Assessment
Impact Limitation Processes
Remediation Planning
Effective Communication
Key Result Areas
- Product / Service Delivery Management: Heading Product / service delivery functions, to ensure end-to-end ownership of all change requests and meeting deadlines and Turnaround Time without compromising quality norms and defining and adhering to SLA. Coordinating client’s needs / enhancements, customization, software-related issues to provide solutions in adherence to delivery schedules.
- Project/Program Management: Planning project activities like scoping, estimation, tracking, change management & delivery management. Implementing project plans within preset budgets and deadlines and monitoring offshore delivery management for technical deliverables of concurrent projects; understanding stakeholder needs, requirements, and expectations and devise solutions accordingly.
Experience Chronology
- Major Incident Manager, Wipro Limited, 10/01/18
- Service Desk Lead, Wipro Limited, 08/01/17
- Service Desk Analyst, Ultimate HR Solutions, 05/20/14
- Technical Analyst, Markup Infoway Solutions, 12/01/08, 10/01/13
- Engineer, Firmusoft Solutions, 08/01/05, 11/01/08
- Software Analyst, Triassic Solutions, 10/01/04, 07/01/05
Project Annexure
- Wipro Limited (First Abu Dhabi Bank), 10/01/18 - Present, Driving and co-ordinating Restoration of Service for Major IT Incidents within the agreed SLA. Responsible for process implementation related to ITSM Tools, Reporting, Metrics and analysis as well as ensuring that the Major Incident Management process is up to date.
- Wipro Limited, 01/01/16 - 09/01/18, Supported operations of Service Desk including troubleshooting PC related issues while on call with NBAD staff, raising calls and assigning them to concerned teams for further resolution.
- Ultimate HR Solutions (National Bank of Abu Dhabi), 05/01/14 - 11/01/15, Day to day Support operations of Service Desk including troubleshooting PC related issues while on call with NBAD staff, raising calls and assigning them to concerned teams, Running Business Object Reports, closing Line items, managing Incidents and Categorizing them and also performing Active Directory related tasks like creating domains, Service accounts, distribution lists and also managing them.
- Markup Infoway Solutions, lifedotsport, 12/01/10 - 09/01/13, 10, End to end ownership of developing and implementing the sub-products such as various modules, including Social media integration.
- Markup Infoway Solutions, makemeread.com, 12/01/10 - 03/01/11, 6, Responsible for implementing one of India’s major book selling portals including generation of traffic from social media platforms.
- Firmusoft Solutions, emPower Suite, 08/01/05 - 11/01/08, 6, Involved in Customer interaction, development and testing of all products within the Office automation / BPM suite.
- Triassic Solutions, DVD Vending machine, 10/01/04 - 07/01/05, 5, Module Lead. Involved in development and deployment server/client units for Rebox Inc., USA.
Uae Driving License No
2224625
Personal Information
- Passport Number: V5149771
- Passport Expiry Date: 03/15/33
- Date of Birth: 03/31/79
Timeline
Major Incident Manager - Wipro Limited
2018.10 - Current
Service Desk Lead - Wipro Limited
2017.08 - 2018.10
Service Desk Analyst - Ultimate HR Solutions
2014.05 - 2016.11
Technical Analyst - Markup Infoway Solutions
2008.12 - 2013.10
Engineer - Firmusoft Solutions
2005.08 - 2008.11
Software Analyst - Triassic Solutions
2004.10 - 2005.07
University of Kerala - M.C.A, Master of Computer Application
2001.11 - 2004.01
University of Kerala - B.Sc (Computer Science),
1998.05 - 2001.03
St Thomas Residential School - ISC,
1995.06 - 1997.03
St Thomas Residential School - ICSE,
1994.05 - 1995.03