Rakesh Dora
Major Incident Manager | ITIL | Incident, Problem & Change Management | ServiceNow
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About
IT professional with 9+ years of experience across Major Incident Management, Incident Management, Production Support and Application Support. Strong experience driving business-critical incidents through impact assessment, prioritisation, technical-team coordination, bridge leadership, escalation, stakeholder communication and service restoration. Demonstrable understanding of ITIL and ITSM processes, particularly Incident, Problem and Change Management, with hands-on experience using ServiceNow.
Experienced in PIR/RCA coordination, SLA management, incident reporting, trend analysis, audit-ready documentation and continuous service improvement in multi-team environments.
Experience
Major Incident Manager - Dell International Services Ltd. (Payroll: Cocolevio India Pvt. Ltd.)
(2023-01 - 2025-07)
- Owned and coordinated high-priority incidents through the incident lifecycle, focusing on rapid and safe service restoration.
- Led incident bridge calls across technical teams and stakeholders, established actions and owners, tracked progress and escalated when resolution targets were at risk.
- Assessed business impact and urgency, supported incident prioritisation and ensured incident records, timelines and stakeholder updates remained accurate and complete.
- Managed client escalations and communicated incident status, business impact, technical progress, restoration actions and resolution updates.
- Prepared Post Incident Reviews and coordinated handover to Problem Management for root-cause analysis, corrective actions and recurrence prevention.
- Reviewed incident trends and historical data to identify recurring issues and opportunities to improve operational response.
Major Incident Manager (SME) - Accenture Solutions Pvt. Ltd.
(2018-07 - 2022-03)
- Led Sev1 and Sev2 incidents and coordinated end-to-end restoration activities across application, infrastructure and business stakeholders.
- Managed incident lifecycle activities including priority assessment, SLA tracking, technical-team engagement, escalations and stakeholder communication.
- Facilitated incident bridges, maintained structured timelines and ensured clear ownership of troubleshooting and restoration actions.
- Conducted post-resolution reviews and coordinated PIR/RCA activities with Problem Management, including follow-up of improvement actions.
- Maintained incident trackers and operational reports and ensured records were complete and suitable for governance and audit requirements.
- Trained and supported team members on incident-management processes, operational practices and effective incident coordination.
Senior Incident Associate - A2B Solutions Pvt. Ltd.
(2015-05 - 2018-03)
- Monitored incident-management queues and coordinated incidents raised through service desk, vendors and monitoring systems.
- Worked with technical resolver groups to drive incidents toward resolution within agreed SLAs and highlighted tickets at risk of breach.
- Tracked aging incidents and backlog, followed up with stakeholders to remove blockers and maintained accurate incident status.
- Prepared periodic incident reports covering volumes, priorities, SLA performance and operational trends.
- Supported incident-data and process audits and helped maintain accurate documentation throughout the incident lifecycle.
Education
Bachelor's / Graduation - KIIT University (2015)
Diploma - Nilachal Polytechnic (2011)
