Ronak Kunte

IT Support and Incident Management professional with 6+ years of experience supporting Japanese enterprise clients. Advanced expertise in ITIL-based incident handling, ServiceNow ticket operations, AWS alert monitoring, and stakeholder communication. Recently promoted to Senior Engineer, leading cross-team initiatives, mentoring junior engineers, and driving operational excellence. Known for reliability, documentation discipline, and calm handling of high-severity issues.

Senior Engineer – IT Support / Incident Management - KPIT PUNE - Pune, India

(2026-03 - 2026-09)

• Led a team of 5 engineers in handling P1/P2 critical incidents, ensuring rapid resolution and minimal downtime.
• Designed and implemented incident escalation frameworks, reducing resolution time by 20%.
• Mentored junior engineers, improving ticket handling efficiency and Japanese communication accuracy.
• Coordinated cross-functional teams (Infrastructure, Cloud, Security) to resolve complex incidents.
• Introduced structured reporting dashboards, increasing visibility of SLA compliance and incident trends.
• Acted as primary liaison for Japanese stakeholders during high-severity incidents, ensuring clear bilingual communication.

Project Support Assistant – IT Support / Incident Management - FUJITSU PUNE - Pune, India

(2020-02 - 2024-11)

• Handled P3 incidents and continuous monitoring alerts in a 24×7 shift-based support environment.
• Managed an average of 7–8 incidents per day, tracking incidents until closure and ensuring proper follow-ups.
• Updated, tracked, and closed incidents using ServiceNow, maintaining clear and audit-ready documentation.
• Monitored AWS infrastructure alerts (CPU/memory utilization, maintenance schedules) and escalated appropriately.
• Supported Japanese <> English translation within ServiceNow tickets to avoid communication gaps.
• Prepared daily/weekly operational reports and contributed to monthly incident summaries.

Bachelor of Arts - Economics