Senior Specialist | Major Incident Management - HCL Technologies - Nagpur
(2024-08)
- Leading and coordinating the response to major incidents, including high-priority and P1/P2 incidents.
- Maintaining accurate records of incidents, including timelines, actions taken, and resolutions achieved, within the incident management.
- Identifying areas for improvement in the incident management process and contributing to the implementation of those improvements.
- Providing training and guidance to other teams on incident management processes and procedures.
- Identifying potential problem areas and escalating them to the problem management team for further investigation and resolution.
- Ensuring adherence to service level agreements (SLAs)
Associate Consultant | Major Incident Management - Cognizant - Pune
(2023-09 - 2024-01)
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Worked with the team for business continuity plans to maintain the ability to process before, during & after disaster. To continue the delivery of products & services.
- ITSM is dedicated to improving user experience, it functions more broadly as a range of processes designed to optimize IT operations
- Delivered the business goals, helping tech team work as efficiently and effectively as possible using ITSM.
- I identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Provided immediate emergency response and incident management. Conducted post resolution reviews with team members.
Software Developer - Tata Consultancy Services - Pune
(2022-08 - 2023-07)
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
- Provided technical support during the investigation into the root causes of major incidents.
- Acted as an escalation point for unresolved or difficult major incidents.
- Speeding tasks such as service requests, IT support, IT asset management and change management, ITSM provided user experience and gain more productivity from IT infrastructure
- Maintained up-to-date knowledge of industry trends related to incident response and management.
- Using ITSM as a primary objective to provide the optimal deployment, operation and management of ever user across an enterprise.
- Coordinating with the process managers (Change manager, Problem Manager, capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid recurring major incidents.
Analyst - HCL Technologies - Nagpur
(2019-05 - 2021-10)
- Identified improvement opportunities to effectively meet customer and business needs.
- Team Management & Handling Escalations
- Discussion with client for improvement of Projects & development on daily basis.
- Identified areas for improvement within existing systems through use of descriptive statistics or predictive modelling techniques.
- Using ITSM tools to facilitate the tasks and workflows associated with the management and delivery of quality IT services.
- Used ITSM strategic approach to design, deliver, manage and improve the way business.
- Created, deployed, managed, optimized and potentially retire each service, with input from the business.
SME - Concentrix - Pune
(2015-06 - 2019-03)
- Supervised teams working on projects related to development or expansion initiatives of the company.
- Conduct evaluations to identify areas of improvement.
- Implemented strategies to take advantage of new opportunities.
- Organized client meetings to provide project updates.
- Assisted in developing strategic plans for long-term success of the company.
- Conducted market research and analysis to identify potential business opportunities.
