K Jenish
Major Incident Manager | ITSM | ServiceNow | Oracle Fusion Support
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About
IT professional with 8+ years of experience and 4+ years of dedicated Major Incident Management experience in enterprise production support environments. Experienced in managing P1/P2 incidents, leading war rooms and bridge calls, driving service restoration, stakeholder communication, escalation management, RCA and PIR activities. Strong knowledge of ITIL v4 processes including Incident, Problem, Change, Knowledge and Service Request Management.
Hands-on expertise in ServiceNow, Oracle Fusion Cloud, SLA governance, KPI reporting and continuous service improvement.
Experience
Senior Software Engineer - Tech Mahindra Pvt Ltd
(2021-07)
- Provide production and application support for DP World UAE Oracle Fusion Cloud platform.
- Lead Major Incident Management activities for high priority P1/P2 incidents across business-critical applications.
- Coordinate incident bridge calls and engage infrastructure, application, database and vendor teams for faster resolution.
- Own end-to-end incident lifecycle including detection, triage, escalation, communication and service recovery.
- Publish timely stakeholder and leadership communications during major outages.
- Drive Post Incident Reviews (PIR), Root Cause Analysis (RCA) tracking and preventive action plans.
- Monitor SLA adherence, queue health, aging tickets and operational KPIs.
- Support Incident, Problem and Change Management processes through ServiceNow.
- Provide Oracle Fusion login, access and application troubleshooting support.
IT Engineer - Vodafone Global Services
(2015-02 - 2017-12)
- Managed enterprise User Access Management and IMAC operations.
- Handled Active Directory, mailbox provisioning, shared drive access and application onboarding requests.
- Supported SAP administration activities and SLA driven service request fulfillment.
Desktop Support Engineer - Wipro InfoTech
(2013-07 - 2014-08)
- Delivered desktop support, software deployment, AD administration and remote troubleshooting.
Customer Executive - First Source Pvt Ltd
(2012-06 - 2013-04)
- Managed customer escalations and service issue resolution activities.
Education
B.Sc - Computer Science - Bharathidasan University (2012)
M.Sc - Computer Science - Bharathidasan University (2023)
