Yogananth Tamilselvan
Major Incident Manager
Kuala Lumpur
Summary
A Results-driven Incident Manager with experience from scratch working with IT and Banking industries in terms of hardware, software and network troubleshooting. I have honed my skills in team management, vendor management and reporting & presentation. Passionate about pushing boundaries and creating value, with solid communication skills, technical affinity, and ability to manage crossfunctional initiatives in fast-paced environments.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Major Incident Manager
The Access Group
01.2024 - Current
- Ensure delivery of contracted services according to agreed SLAs
- Manage Severity 1 and 2 incidents, resolving customer escalations via L1
- Create necessary Major Incident (MI) reports for SLA compliance
- Follow up on incidents to confirm permanent corrective actions
- Facilitate weekly internal meetings to review operational and SLA status
- Build strong relationships with teams and stakeholders for effective communication
- Identify and analyze root causes of incidents and recurring problems for prevention
- Analyze incident data to identify patterns and trends for proactive problem resolution
- Collaborate with the service desk, IT teams, vendors, and service providers to gather information and resolve complex problems
- Document problems, solutions, and preventive measures for future reference
- Implement measures to prevent the recurrence of known problems and incidents
- Continuously improve IT processes and services based on problem analysis
- Provide regular reports on problem/incident management activities, including ongoing investigations and implemented solutions
- Effectively communicate with stakeholders, including management and end-users, about problem resolution progress
- Utilize problem management tools and technologies for streamlined processes and enhanced efficiency
- Lead the weekly internal Cloud Engineering and IT Change Advisory Board (CAB) meeting, followed by the APAC CAB meeting
- Review and highlight any changes lacking proper test plans and process flows
- Ensure all changes adhere to established testing protocols and process flows
Incident Manager
NEC Corporation of Malaysia Sdn Bhd
10.2021 - 01.2024
- Ensure delivery of contracted services according to agreed SLAs
- Manage Severity 1 and 2 incidents, resolving customer escalations via the Help Desk
- Close all resolved and end-user-confirmed incident tickets
- Create necessary daily/weekly/monthly Major Incident (MI) reports for SLA compliance
- Update escalation procedures and training manuals as needed
- Follow up on incidents to confirm permanent corrective actions
- Facilitate weekly client meetings to review operational and SLA status
- Build strong relationships with teams and stakeholders for effective communication
- Identify and analyze root causes of incidents and recurring problems for prevention
- Analyze incident data to identify patterns and trends for proactive problem resolution
- Collaborate with service desk, IT teams, vendors and service provider to gather information and resolve complex problems
- Document problems, solutions, and preventive measures for future reference
- Implement measures to prevent the recurrence of known problems and incidents
- Continuously improve IT processes and services based on problem analysis
- Provide regular reports on problem/incident management activities, including ongoing investigations and implemented solutions
- Effectively communicate with stakeholders, including management and end-users, about problem resolution progress
- Utilize problem management tools and technologies for streamlined processes and enhanced efficiency
- Conduct training sessions and raise awareness among IT staff about problem management best practices
- Assess potential risks associated with identified problems and develop strategies to mitigate them
- Received Exemplary Effort In CoVs Staff Award in 2022
Remote Support Engineer
NEC Corporation of Malaysia Sdn Bhd
01.2019 - 10.2021
- Perform software troubleshooting and updating for POS Systems and back office systems at Petron Branches
- Part of an Elite Team to handle and execute the server setup for Petron Branches
- Personally attend to appointments independently to stage and perform software troubleshooting at many different stores such as Aeon's Kidzoona, Texas Chicken, Family Mart and Aeon Fantasy
- To ensure the synchronization of updated data to Petron's server is performed accurately and without malfunction
- PC troubleshooting at branches and other stores upon failure of first base rectification done
- To conduct Remote Patching and Implementation for Petron's Server with accuracy
- Part of an Elite Team, chosen to perform New Terminal Installations all over the states for the Newly opened Petron Branches
- Well versed and trained to perform Petron's Deployment process with accuracy and within the stipulated time given
- To conduct Field and Remote Network troubleshooting for all Petron Branches and Other Stores within NEC's responsibility
Field Service Engineer
Diebold Nixdorf
11.2015 - 01.2019
- Resolved issues accurately and efficiently on various brand ATMs and make repairs and performed maintenance and upgrades as needed
- Also worked on multi-vendor safes such as TM network team, Touch'N go Team, safeguard and resolve pc issues at site as well as lock issue network issue
- Perform maintenance and software upgrades as needed by customers
- Coordinate hardware and software repair process with outside vendors
- Proficiency with electronic mechanical block and schematic diagrams for troubleshooting and repairs
- Skilled and trained understanding of electronic, computer, and automation technologies
- Replace small worn electromechanical parts cash dispensing systems and cash check deposit system
- Extensively troubleshoot both hardware and software operations
- Use company software diagnostic tools on laptops to isolate and determine the cause of failure, error messages, and unresponsiveness
- Provided on-call care at all times of day and night
- Ensured efficacy of treatments through monitoring of treatment regimens
- Followed infection control procedures
- Travel to client locations to troubleshoot and diagnose ATM installation and provide maintenance service for ATM
Technician (Process Department)
Western Digital
08.2013 - 11.2015
- Manage maintenance request report and daily report
- Handled documentation
- To make sure all the equipment in the clean room is safe from ESD (electrostatic discharge)
- Assisted Preventive maintenance tooling team in repairing the machine
- Make sure the humidity temperature of the clean room is in normal condition according to the spec
- Had assisted the automation team in the production of the head stack
- To find out the source that keeps the head in a failure state (HGA test, quasi the head, inspect the bond pad, coating)
- Make sure the entire new machine that enters the clean room is safe for production
- Inspect the cleanliness of the material that is build
Education
Mechatronic Engineering - Engineering
Politeknik Sultan Mizan Zainal Abidin
01.2010 - 01.2014
Skills
- Retail
- Problem Analysis
- Issue Management
Certification
ITIL Service Operation
Currentcompany
The Access Group
Currentposition
Major Incident Manager
Timeline
Major Incident Manager
The Access Group
01.2024 - Current
Incident Manager
NEC Corporation of Malaysia Sdn Bhd
10.2021 - 01.2024
Remote Support Engineer
NEC Corporation of Malaysia Sdn Bhd
01.2019 - 10.2021
Field Service Engineer
Diebold Nixdorf
11.2015 - 01.2019
Technician (Process Department)
Western Digital
08.2013 - 11.2015
Mechatronic Engineering - Engineering
Politeknik Sultan Mizan Zainal Abidin
01.2010 - 01.2014
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