Incident manager for a financial project with 5.5 years of experience in IT Operations and follows ITIL best practices. Looking to grow my career in leadership role within process team.
CURRENT JOB PROFILE: Specialist (incident Manager)
HCL Technologies, Noida
(June 2015- till date)
Roles and Responsibilities:
4.5 years of experience in HCL in Singapore exchange project and currently working as a command center incident manager. Worked in as a shift lead in Service desk team and have team handling and leadership skills. Worked as a communication manager and have an experience of handling major industry wide activities.
To ensure timely impact and severity assessment of potential incidents to restore a normal service operation to minimize the impact on business operations.
Responsible for doing the monthly audits of teams to be shared with management to improve the SLA.
Have a strong knowledge on ITIL framework.
Strong working knowledge of ticketing tool i.e. Remedy.
Works on incident reduction to reduce the noise tickets.
Managing 24*7 bridge and assessment on the alerts escalated and the reported issues.
Coordinates with different teams and clients to resolve the incidents within SLA and handles the incident recovery bridges. Activation and the communication of the high severity issues to the stakeholders.
Works on the comms part (crafting internal and external updates, sequence of events for major incidents).
Works on weekly incidents reports and handles the daily operations meetings and respective reports. Present the meetings like SOM, daily huddle to discuss on the open tickets, KPI and SLA’s.
Closely works with Problem manager to identify the initial root cause and share the analysis on the issues for which the problem ticket need to be raised.
Have the authority to approve retro change and works with change manager for the incidents resulted from change and support if any issue occurs during change implementation.
Handled different activities like BCP, go-live for new applications, connectivity testing, IPO ceremony.
Have an enrich experience of service desk shift lead and communication manager.
PREVIOUS JOB PROFILE: Associate Technical Support, Operations
Tech Mahindra, Noida
(March 2014- May 2015)
Roles and Responsibilities:
Worked in for end users to support their D-Link devices over call and handled escalated cases as L2.
Worked on end user’s issues in installing/troubleshooting all D-Link devices and supported network, hardware, software and applications issues over call and through remote session.
Worked on CRM ticketing tool to log cases for end user’s issues
Worked on LAN/wireless configurations and network storage devices.
Handled the agents and users escalated cases and worked as L2 supervisor.
B. Tech (Electronics and Communication) with aggregate 78% from Uttarakhand
Technical University in 2009-2013.
12th (C.B.S.E) in 2008-2009.
10th (C.B.S.E) in 2006-2007.
ITIL V3 foundation certified in IT Service Management.
Received HCL Achiever’s O-infinity award for top performance for continuous three years.
Received Gold and Silver club awards for my performance.
Received CSAT award and SPOT award for customer handling skills and good ratings in Tech Mahindra.
Got appreciation from the clients in several occasions for incident handling skills and running the operations from offshore.
Got the chance to work in client location in Singapore to handle major industry wide activities.
Got promoted in service desk from agent to shift lead and handled the team and the responsibilities efficiently.
Date of Birth -30-12-1992
Marital Status- Unmarried
Languages known- English, Hindi
Address- Sector 25, Noida
Hobbies- Listening to Music, Photography,
I hereby declare that all the above details are true and best in my knowledge.