DHANESH K RAVEENDRAN

INCIDENT MANAGER
Mobile: +91-9400657407
Email: dhaneshkunnathraveendran@gmail.com
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Objective:
To secure a challenging position where I can effectively contribute my skills & expand my
knowledge for the dynamic growth of organization. A skilled team leader with good communication skills,
with the ability to establish a good rapport with members of the team and promote team bonding and
teamwork. Highly organized and confident and able to work in close coordination with others to
accomplish the targets in time. Looking for a responsible position as Incident Manager in an established
IT firm with 4 + years of experience on Incident Management activities.
Summary:
IT Professional with 10+ years of experience in IT industry and 4-year experience as an
Incident Manager I supporting the Anytime Money PVT LTD contract IT Staff by managing major
incident resolution and facilitating and coordinating IT problem investigations. Specifically,the Incident
Manager. Highly adaptable to changing enviornments with a keen ability to swiftly analyze and
interpret new information while leveraging professional experience to draw conclusions and
recommend solutions. Strong communication demonstrated by facilitating high severity incident
technical bridge calls, authorizing post-incident lifecyle report,and creating/presenting end-user
training.
Professional Summary:

 Network Support (Installation,connectivity,cabling,termination)

 Desktop Support experience
 Windows 2003,2008R2,2016 Server (Installation,configuration, performance tuning and
virtualization using Hyper-V
 RSA secure ID token administration
 Wi-Fi (Connectivity,installation/setup,troubleshooting)
 Windows 7,Windows 8,Windows 10,Windows 11
 ITIL Foundation Certification
 PLSQL,Python,C,C++ basic knowledge
 Cloud computing course completed
 Strong analytical skills
 Technical experience
 Proficiency in TCP/IP protocols
 Excellent problem solving skills
 System Center Configuration Manager(Installation,Configuration, and software deployment)
 Operating System deployment experience using WDS,MDT and SCCM task sequences
Work Experience:

05-July-2021 to Current (AnyTimeMoney PVT.LTD)

Major Incident Manager :-

 Driving an incident to resolution through support engagement utilizing paging system and /or
on call schedules.
 IMAC process and approval
 Documenting key actions and events during the conference call.
 Notification to senior leadership of current status and impact through emails to the information
Services (IS)department and contacting senior leadership to advice of the impact to the business
 Post incident documentation to assist Problem management in root cause analysis.
 Ensure proper escalation procedures are followed and correct support teams are engaged.
Vetting significant incidents reported to the major Incident Management team to ensure the
proper priority is assigned and the correct business impact is documented.
 Facilitating peer to peer conference calls between resolver teams on non significant incidents
and escalating if the impact increases.

26-Feb-2021 to 02-July-2021 (Mukundapuram Public School)

Service Management Coordinator

 Open / Close Incident bridge call

 Send alphanumeric pages to support teams for engagement to assist at the direction of the
incident Manager
 Documenting the events during an incident in a log
 Complete a post incident snapshot report
 Assist as a coordinator during data center rallies which involve a lot of changes during a
compressed time frame 1 weekend a month
 Process business critical changes in the change management tool once all approvals have been
granted
 Route problems to internal 2nd and 3rd level IT support staff.

01-Jan-2017 to 25-Feb-2021(Manappuram Finance Limited)

Incident Manager

 Driving an incident to resolution through support engagement.

 IMAC process and approval
 ITSM Ticket tool management (ICD)
 Documentation key actions and events during and incident bridge call
 Notification to senior leadership of current status and impact to customers
 Post incident documentation to assist Problem Management in root causes analysis
 Provide leadership and guidance to the coordinators
 Ensure proper procedures escalation procedures are followed and correct support teams are
engaged
 Assist with user acceptance testing of new applications
  Provide approval for business critical changes,after the fact changes,and change deviations
 On call support during weekends and holidays as needed
 MPLS vendor management

11-Apr-2013 to 31-Dec-2016 (Manappuram Finance Limited)

Regional IT Coordinator

 Answer user inquiries regarding computer software or hardware operation to solve problems.
 Enter commands and observer system functioning to verify correct operations and detect errors.
 Set up equipment for employee use,performing or ensuring proper installation of
cables,operating systems,or appropriate software.
 Install and perform minor repairs to hardware,software,or peripheral equipment,following
design or installation specifications
 Maintain records of daily data communication transactions,problems and remedial actions
taken,or instillation activities.
 Refer manor hardware software problems or defective products to vendors or technicians for
service
 Confer with staff,users , and management to establish requirements for new systems or
modifications
 Prepare evaluations of software or hardware,and recommend improvements or upgrades
 Inspect equipment and read order sheets to prepare for delivery to users
 Modify and customize commercial programs for internal needs
 Read technical manual,confer with users,or conduct computer diagnostics to inverstigate and
resolve problems tr to provide technical assistance and support
 Troubleshoot remote remote access and local area network connectivity
 Reset passwords for various systems after security identity verification
 Provide general usability support of custom applications for travel and expense
reimbursement,procurement,and project management
 MPLS vendor management

17-Feb-2011 to 11-Apr-2013 (Manappuram Finance Limited)

Service Engineer

• Asset Management
• Provide hardware / software / network problem diagnosis / resolution via
telephone/email/chat for customer’s end users
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign
work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem
recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop
support and perform other activities based on SOPs
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software
products (e.g., word processors, spreadsheets, outlook, Company basic software etc.)
• Weekly review submission to Team leader
• Trouble shoot client software and basic network connectivity problems
 • Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Implementation of MPLS connectivity with prior approval from management team
• Provide knowledge transfer of EUC operations
• 4G GSM installation (Mobile and FWP)
• Remote support for user end issues

Educational Qualifications:

SL QUALIFICATIONS NAME OF INSTITUTION YEAR OF PASSING PERCENTAGE

1 BCA JAIPUR NATIONAL UNIVERSITY 2021 66
2 DIPLOMA GOVT.POLY TECHNIC COLLEGE 2009 57
CHELAKKARA
3 +2 (V.H.S.E) VOCATIONAL HIGER SECONDARY 2006 65
CHEMBUKKAVU
4 T.H.S.L.C TECHNICAL HIGHER SECONDARY SCHOOL 2004 67
CHEMBUKKAVU

Certification :

ITIL V3,Cloud solution architecture,Python

Personal Details:
Name : Dhanesh K Raveendran
Father's Name : K.K. Raveendran
Mother's Name : Ammini Raveendran
Date of birth : 11-04-1989
Nationality : Indian
Gender : Male
Maritial Status : Single
Mob : +91 9400657407
Blood group : O+ve
Permanent address : Kunnath house,Kozhukkully P.O
Shanti nagar,Pin 680752,Tcr ,Kerala
Current address : Block no -A5,Room no -502,
Ganga nibula,Viman nagar,Pune ,Maharashtra

Passport Details :
Passport no : N7325501
Date of Issue : 08-02-2016
Date of Expiry : 07-02-2026
Place of Issue : Cochin

Declaration:
I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Dhanesh K Raveendran