Manish Madan

Managed project resource allocations and deallocations, ensuring alignment with staffing plans and maintaining project budgets. Audited and prepared thousands of incident tickets in ServiceNow, successfully securing client waivers and reducing company liability. Drove ITIL process adherence by developing detailed documentation and proactively communicating identified deviations to stakeholders. Monitored and tracked key performance indicators (KPIs) and Service Level Agreements (SLAs). Improved data-driven decision-making by collecting, consolidating, and validating diverse datasets. Developed and presented compelling data visualizations. Managed a centralized risk tracker and Root Cause Analysis (RCA) tracker. Developed and managed the monthly PMO calendar and prepared comprehensive sprint and monthly status reports for clients.

Managed real-time Linux infrastructure alerts (e.g., high CPU/memory utilization, low disk space, network packet loss, and critical service failures), rapidly diagnosing and resolving issues. Prepared comprehensive documentation for Linux alerts. Led a team and trained new employees on standard operating procedures, tools, and best practices.

Managed and resolved alerts for Windows, Linux, and network devices. As a trainer, successfully onboarded new hires by demonstrating work processes and providing guidance on call/chat management. Served as Shift Lead, responsible for creating and managing the team's weekly roster.

Key member of a decommissioning team at Microsoft responsible for the secure and systematic removal of network devices, including routers, switches, firewalls, and modems. Monitored and resolved a wide range of alerts for network devices, including High Latency, High Packet Loss, Interface Down, and Device Unreachable.