Manohar Kashyap G

Key Achievements ► Recipient of Entrepreneur Award - 2024 ► Addressed issues with MTTR through a comprehensive dashboard in ServiceNow which resulted in 25% reduction in SLA violations across various incident priorities ► Increased operational efficiency by 30% by automating repetitive processes with Microsoft Excel Major Incident Management & Resolution ► Orchestrated a collaborative War-room, engaging all relevant resolver groups to enhance incident response coordination and efficiency until major incidents were resolved ► Evaluated and assisted in Root Cause Analysis (RCA) activity to understand the fundamental cause and prevent repeat incidents (proactive remediation) ► Led Disaster Recovery (DR) coordination across multiple application teams, ensuring readiness and adherence to recovery protocols during critical incidents Service Compliance & Leadership ► Elevated adherence to company standards by implementing innovative strategies in the incident management process, fostering a culture of compliance among application teams ► Cultivated a high-performing team culture centered on responsibility and respect, boosting overall productivity ► Coached multiple application teams on improving their service management metrics leading to a higher level of transparency and clarity in the process Process Automation & Reporting ► Developed comprehensive reports & dashboards using ServiceNow to enhance decision making processes, driving improved operational effectiveness Training & Stakeholder Management ► Facilitated targeted training sessions for 15+ incident managers, covering technical and soft skills to enhance overall team performance and adaptability ► Collaborated with product and engineering teams to implement monitoring solutions, resulting in increased efficiency and reliability of incident response processes

Key Achievements ► Recipient of Star performer award - 2018 ► Elevated customer satisfaction by 45% and boosted NPS scores while managing technical support for international customers ► Assisted the Team Lead with data analysis and project planning, streamlining processes to enhance overall team efficiency Customer Support & Resolution ► Provided base level IT support to non technical personnel using remote desktop tools, enhancing user satisfaction ► Managed call flow and technical support for international customers, ensuring prompt resolutions ► Researched, troubleshot and resolved complex problems independently Operational Reporting ► Generated weekly performance reports using Excel and PowerPoint to accurately identify team training needs, enhancing overall team effectiveness