Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Personal Information
Linkedin Certifications
Languages
Hobbies and Interests
Timeline
Generic

Abhijit Mahapatra

Bengaluru

Summary

I want to utilize my skills and potential to achieve the challenging position in the IT Industry and fulfilling organizational goals.I feel that my greatest strengths are firstly my strong commitment to providing a professional service to all colleagues with whom I work. Having total 12 years of total experience years and in it having 5 years of experience in Content management system using AEM tool, JAVA, HTML and Implementation of Projects. Creating the AEM workflow steps, Submitting Mobile from Data to CQ etc.Good work experience in CQ5 environment setup, Template development. Knowledge of AEM and Touch UI development Career Statement.5+ years in Major Incident Management,Having strong organizational and team building skills, with a demonstrated ability in Project Delivery, Managing Client Expectations in Bridge handling Managing SLA and KPI,Problem management Process.2+ years in Technical Support Engineer and WUR Specialist

Overview

15
15
years of professional experience

Work History

Major Incident Manager

Capgemini
Bangalore
02.2025 - Current
  • Managed end-to-end resolution of all IT major incidents, ensuring rapid response and restoration of service operations.
  • Coordinated activities across teams to minimize business impact during incidents.
  • Established communication bridges promptly during critical situations (P1 or P2).
  • Served as primary contact for all major incident communications, providing timely updates to stakeholders.
  • Determined content for stakeholder communications, ensuring clarity and relevance.
  • Developed and presented Major Incident Reports to customer stakeholders, facilitating transparency.
  • Collaborated with external vendors to ensure compliance with SLAs and accountability during incidents.
  • Conducted post-incident reviews, addressing action items as required by customers.
  • Escalating issues to the appropriate levels for resolution, in accordance with escalation procedures approved by the customer.
    Create incident management reports as per the agreed period (daily, weekly, monthly, etc.)
    As a Major Incident Manager, ensure that critical incidents are resolved within the agreed time. If not, the escalation matrix is followed for further assistance, for faster resolution, providing periodic updates on the status of the incident in accordance with the incident management process.
    Meetings with stakeholders on weekly sync calls to discuss affairs, cases of their contracts, and updates with the next action plan (participants of the meeting are mostly CFOs, BEPs, and a project group).

Analyst Web Development

Dell International India Services Pvt Ltd
Bangalore
12.2018 - 02.2023
  • I have a knowledge of AEM (Adobe Experience Manager - Content Authoring)
  • Analytics values are fetching from the event triggering when user click the clickable area
  • There are two main events should throw those are Click Event and load event
  • The main purpose of we used AEM analytic is approaching the people and marketing easily for the particular section
  • HTML validation & Link development(off page optimization and on page)
  • Keyword targeting plans are assessed and adjusted frequently
  • (CMS) for Partner Portal Channel From, , maintaining the Official website of DellTechnologies.com
  • Here maintaining Partner portal channel Web Partner Home Page|Support |Knowledge Center|
  • Analyzing the Quality and standard of content on the DellTechnologies.com website and site quality maintenance
  • Analyze and work on the jet cases raised by the stakeholders to work on the asked webpages
  • Manage Quarterly Business reviews & Project Management and update the Stakeholders
  • Identify and resolve common problems and potential risk issues across projects
  • Provide oversight to ensure projects are in compliance with established standards
  • Ensure quality of deliverables across a portfolio of projects
  • Testing of Webpages on live site
  • Communication to other Fixer Team for removing the marked defects
  • Authoring with Quality & UAT (User Acceptance Testing)
  • Propose process improvements to optimize site content for maximum quality and customer experience
  • Support goals of partner Dell Online Quality Management team
  • Acceptance Testing (UAT)
  • Assigned pass or fail status and managed UAT testing results
  • Retested and revaluated after debugging applications
  • Content Management activities includes - Creation of Prod pages, Updating/Editing and Publishing of data/content through Open Text Content Management & Adobe Experience Manager tool for B2B Enterprise Portal
  • Well verse in creating Content Type, Presentation Templates, Sites/channels, publishing contents in TEST, UAT & Live environment, Creating Taxonomy and various Business units in Open Text/AEM
  • Working with large volumes of data / content to be published in the AEM tool
  • Manage the production of the product site by constantly adding, reviewing, and highlighting important content and information, and ensuring that content is optimized for presentation on the Web
  • Creating, editing, analyzing of XML, HTML & CSS to create web pages
  • Content Authoring using AEM Tool

Major Incident Manager

Dell International India Services Pvt Ltd
Bangalore
06.2012 - 11.2018
  • The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.
  • Taking ownership of major incidents, ensuring a swift resolution.
  • Coordinate all activities to restore normal service operation while minimizing impact on business operations.
  • Coordinating and communicating among various teams / groups / organization for resolution.
  • Opening the communication bridge at the time of crisis (P1 or P2).
  • Serve as the primary point of contact for all communications related to major incidents, Ensure timely and accurate updates are provided to stakeholders, including IT leadership, business unit leaders, and affected users.
  • Determining contents of the communications shared to all the stakeholders.
  • Providing Major Incident Report / data and presents it to the Customer Stakeholders.
  • Coordinate with external vendors and service providers as needed during the resolution of major incidents. Ensure SLA are met and hold vendors accountable for their services.
  • Following the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants).
  • Developed and maintained a communication plan for major incidents, providing regular, clear, and concise updates to both technical teams and business stakeholders, enhancing transparency and trust.
  • Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer.
  • Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by customer.
  • Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc.)
  • As a Major Incident manager ensure that critical Incident is resolved within agreed time. If not, escalation matrix is followed for further assistance, for faster resolution.
  • Providing periodic updates on status of Incident in accordance with the Incident Management process.
  • Meetings with stakeholders on weekly sync calls to discuss affairs/cases of their contracts and updates with next action plan (participants of meeting are mostly CFO/BEPs/ a project group)

Whole Unit Replacement Specialist

Dell International India Services Pvt Ltd
Bangalore
06.2011 - 05.2012
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Resolving customer queries in having the whole unit exchanges done within the timeline.
  • Full System Exchanges Provided within the first 30-60 days if the issue is not resolved.

Technical Support Engineer

Dell International India Services Pvt Ltd
Bangalore
09.2010 - 05.2011
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

Education

Masters in Cloud Programming -

05.2024

Oracle Certification of Java Programming - Java Certification: IT

Bangalore
01.2015

Utkal University - Computers

Utkal University
Bhubaneswar
03.2004

Bachelor in Computer Applications - Computers

City College
Cuttack, India
04.2001

High School Diploma -

Stewart School
Cuttack, India
03.1999

Data Analytics Course -

Skills

  • AEM Tool
  • Workday
  • Confluence
  • Salesforce
  • Power BI
  • Chat GPT
  • Gemini
  • Post-incident review
  • Major incident management
  • Incident reporting
  • Share point
  • JIRA
  • Eclipse
  • Notepad
  • Dreamweaver
  • Content Studio
  • Swagger Tool
  • Google SEO Functions
  • Ayoola Tool

Affiliations

  • Participation in web designing & Arts competitions
  • Participation in IBM Cloud training
  • Webex Training
  • Fundamentals of Data Analysis (training attended 04/09/20)
  • Data Driven Learning Design (Training attended 04/16/20)
  • Applied Machine Learning in Data Domain (Training attended 04/23/20)
  • Virtual Cybersecurity Hackathon - Capture the flag (Training attended 04/27/20)
  • 100% participation in CSR Activities
  • Michael Dell Award winners - 2016 & 2017
  • Bronze Award Winner 2018

Accomplishments

  • 100% participation in CSR Activities
  • Developing and maintaining a close working relationship with every company client.
  • Real passion for Web Development.

Personal Information

Linkedin Certifications

  • Leading Projects
  • Working on a Cross Functional Team
  • Communication Across Functions and Foundations
  • Building Business Relationship
  • Agile Development Practice
  • Learning from Failures
  • Managing Stress
  • Holding Yourself Accountable
  • Cross Cultural Intelligence
  • Delivering Bad News Effectively
  • Critical Thinking, Problem Solving & Decision Making
  • Strategic Negotiation
  • Problem Solving Techniques
  • Marketing Foundations: Personalization
  • UX Foundations: Accessibility
  • Marketing Foundations: Ecommerce
  • Google I am Remarkable Workshop
  • Develop a High-Performance Mindset

Languages

  • English, Bilingual or Proficient (C2)
  • Odia, Bilingual or Proficient (C2)
  • Hindi, Bilingual or Proficient (C2)

Hobbies and Interests

  • Cricket
  • Listening Music
  • Pets

Timeline

Major Incident Manager

Capgemini
02.2025 - Current

Analyst Web Development

Dell International India Services Pvt Ltd
12.2018 - 02.2023

Major Incident Manager

Dell International India Services Pvt Ltd
06.2012 - 11.2018

Whole Unit Replacement Specialist

Dell International India Services Pvt Ltd
06.2011 - 05.2012

Technical Support Engineer

Dell International India Services Pvt Ltd
09.2010 - 05.2011

Masters in Cloud Programming -

Oracle Certification of Java Programming - Java Certification: IT

Utkal University - Computers

Utkal University

Bachelor in Computer Applications - Computers

City College

High School Diploma -

Stewart School

Data Analytics Course -

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Abhijit Mahapatra