Akshay
Major Incident Manager
Noida
Summary
Results-driven IT management professional with deep expertise in handling critical incidents and restoring services swiftly. Demonstrated ability to lead cross-functional teams through complex problem-solving, ensuring minimal downtime and high operational efficiency. Strong focus on communication, adaptability, and fostering collaborative environment to achieve optimal outcomes. Skilled in incident response, root cause analysis, and stakeholder management.
Overview
8
8
years of professional experience
Work History
Major Incident Manager (Specialist)
HCL Technologies
Noida
03.2022 - Current
- Facilitated effective communication between technical teams and stakeholders during major incidents to ensure timely resolution.
- Demonstrated strong leadership by coordinating cross-functional teams in high stress environment.
- Utilized analytical skills to identify trends in incident data also managed time sensitive tasks effectively to ensure compliance with SLA.
- Developed a maintained comprehensive documentation of incident response protocol.
- Facilitated Major incident reviews (MIRs) and Managed Problem Incident Reviews (PIRs) to assess severity and prioritize resolutions effectively.
- Collaborated with cross-functional teams to implement corrective actions, reducing incident recurrence.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
Compliance Engineer
WIPRO TECHNOLOGIES LIMITED
11.2019 - 03.2022
- Global Service desk management.
- Global Query management (Blended).
- SCCM, Bit-locker, windows Administrator.
- Need to manage all machines compliant and secure with installation and troubleshooting.
- System Administration and Windows Update, Antivirus Management, and Application management VPN management and Troubleshooting.
TEAM LEADER
Conneqt Business Solutions Limited
06.2018 - 10.2019
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
- Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Optimized customer support by establishing collaborative service environment.
- Implemented new working processes which delivered continued improvements.
- Trained team on all aspects of operating procedures and company services.
- Held meetings with employees to evaluate performance and make plans for improvement.
Executive Customer Service
iEnergizer
12.2016 - 12.2017
- Handle Customer payment related queries via e-mail or chat support.
Education
B.Sc - Computer Science
Shobhit University
Meerut, UPSkills
Incident management
Problem management
Change management
Root-cause analysis
Documentation and Reporting
Critical incident handling
ITIL framework
Timeline
Major Incident Manager (Specialist)
HCL Technologies
03.2022 - Current
Compliance Engineer
WIPRO TECHNOLOGIES LIMITED
11.2019 - 03.2022
TEAM LEADER
Conneqt Business Solutions Limited
06.2018 - 10.2019
Executive Customer Service
iEnergizer
12.2016 - 12.2017
B.Sc - Computer Science
Shobhit University