Experienced Major incident Manager
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Results-oriented IT Service Management Specialist with over 12 years of experience in incident management, change management, and problem management within IT service operations. Proven track record of leading incident response teams, enhancing communication protocols, and implementing process improvements to minimize operational impact.
Major incident Manager @ UKG (Mar 2023 - Current)
Incident Command: Led the incident response team, directing actions and making critical decisions to effectively manage incidents, ensuring minimal impact on operations.
Scribe: Documented real-time information during incidents, accurately recording decisions, actions taken, and communications exchanged throughout the incident lifecycle.
Liaison: Established clear communication channels among response team members and stakeholders, ensuring everyone was informed and coordinated during incidents.
Bridge Handling: Managed the setup and operation of communication bridges, facilitating organized communication among team members and stakeholders.
Post-Incident Review: Conducted thorough post-incident reviews to analyze responses, identify areas for improvement, and implement changes to prevent future incidents.
Resource Management: Efficiently allocated resources, including personnel and tools, to address incident challenges and ensure safety and asset protection.
Process Improvement: Identified trends and recurring issues, contributing to the refinement of incident management processes for enhanced preparedness and response.
Service Manager (Problem and Change Management) @ TCS (Aug 2020 - Mar 2023)
Responsible for managing the IT change control and Problem management process, process design and process improvement.
Configuration and Asset Manager @ TCS (Apr 17 - Jul 20)
Responsible for handling the CMDB process and maintaining the data accuracy of the configuration management database and complete lifecycle of software asset management and license optimization
Major incident Manager and NOC Specialist @ TCS (Jul 13 - Mar 17)
Responsible for handling major incident management process and IT network operations center. Also involved in Release management.
TCS Training & Pre-sales specialist (Govt. Domain) @ TCS (Sep 12 - Jun 13)
Assisted the BRM and Sales head on RFP and EOIs for Indian government.
B Tech(IT) 2008 - 2012
