Yogananth Tamilselvan
Major Incident Manager
Kuala Lumpur
Summary
Results-driven Major Incident Manager with extensive experience across IT and Banking, covering cloud platforms, datacentres, server-level infrastructure, and enterprise software environments. Proven expertise in leading major incidents, root cause analysis, and service restoration in line with ITIL practices. Skilled in hardware, software, and network troubleshooting, vendor and stakeholder management, and coordinating cross-functional teams. Strong communicator with a track record of driving continual service improvements and ensuring service excellence in fast-paced environments.
Overview
12
12
years of professional experience
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
Skills
- Incident, Problem & Change Management (ITIL)
- SLA & Service Reporting
- Root Cause Analysis & Trend Analysis
- Knowledge Management & Process Improvement
- ITSM Tools (ServiceNow, BMC Remedy, Jira, Fresh Service)
- Monitoring, Alerting & Remote Troubleshooting(
- Patching, Deployment & System Support
- Crisis Communication & Stakeholder Management
- Team Leadership & Cross-functional Collaboration
- Reporting, Dashboarding & Presentation Skills
Certification
ITIL Service Operation
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
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