Summary
Overview
Work History
Education
Skills
Timeline
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Anil Kumar

BANGALORE,Karnataka

Summary

Dedicated Major Incident Manager experienced in providing expert solutions to prevent the recurrence of critical problems. Dedicated to improving response procedures and efficiency. Knowledgeable business emergency response professional familiar with providing expert leadership and incident management. Efficient in collecting, evaluating and modeling data in order to improve future procedures. Complex problem-solver with top-notch verbal and written communication skills, an organized nature and a disciplined approach.

Overview

8
8
years of professional experience

Work History

Senior Consultant

Capgemini
BANGALORE
07.2020 - 03.2023
  • Conducted in-depth research into industry trends and competitor activities.
  • Developed detailed project plans and timelines to ensure successful completion of projects.
  • Provided strategic guidance to clients on best practices for business operations.
  • Coordinated internal resources and third parties and vendors for the flawless execution of projects.
  • Identified potential risks and created plans to mitigate them.
  • Developed, implemented, and maintained incident management policies and procedures.
  • Coordinated with stakeholders to ensure timely resolution of incidents.
  • Provided guidance on response strategies for critical incidents.
  • Maintained an up-to-date inventory of IT systems and services.
  • Monitored system performance metrics to identify trends or anomalies.
  • Conducted post-incident reviews to assess effectiveness of incident management processes.
  • Assisted in developing communication plans for major incidents.
  • Facilitated communications between technical teams during major outages or disruptions.
  • Provided support for disaster recovery planning efforts.
  • Acted as a liaison between internal teams and external vendors when needed.
  • Prioritized each incident based upon its impact on business and escalated issues considered major threats.
  • Remained calm and poised during high-priority incidents.
  • Recruited talented employees to be part of incident response taskforce, training each to be prepared for array of possible events.

Incident Manager/Email Marketing Manager

Capillary Technologies
BANGALORE
07.2020 - 06.2022
  • Coordinated resolution of incidents with internal and external stakeholders.
  • Monitored system performance to identify potential issues before they become service impacting.
  • Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
  • Assigned resources and tasks to ensure quick resolution of incidents.
  • Performed root cause analysis of complex technical problems in order to develop solutions that prevent recurrence of similar incidents.
  • Created reports on incident trends and metrics for senior management review.
  • Conducted post-incident reviews with relevant stakeholders in order to determine areas for improvement.
  • Trained team members on best practices related to incident management operations.
  • Implemented automation tools such as scripts and bots in order to streamline incident response processes.
  • Organized regular drills for testing disaster recovery plans across multiple systems.
  • Provided feedback on existing policies and procedures for improving the effectiveness of incident management operations.
  • Developed and tested email templates for HTML emails, newsletters, and other marketing campaigns.
  • Created automated emails to be sent out based on user interactions with a website.
  • Maintained and updated existing email lists in order to ensure accuracy of data.
  • Designed complex email automation workflows utilizing HTML, CSS, JavaScript, and other coding languages.
  • Integrated email marketing solutions into websites to facilitate communication between customers and the company.
  • Analyzed customer behavior patterns through A and B testing of various email campaigns.

Associate

Cognizant
BANGALORE
08.2015 - 06.2020
  • Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
  • Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
  • Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
  • Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
  • Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
  • Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
  • Assisted in developing training programs for staff on how to respond effectively when dealing with major incidents.
  • Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
  • Acted as an escalation point for unresolved or difficult major incidents.
  • Created playbooks outlining procedures for responding to different types of major incidents.
  • Provided technical support during the investigation into the root causes of major incidents.

Education

Bachelor of Engineering - Information Science

Dr. Ambedkar Institute Of Technology
Bengaluru
07.2014

Skills

  • Search Engine Optimization
  • Strong Leadership Skills
  • Project Documentation
  • Teamwork Mindset
  • Understanding of Team Building
  • Requirements Gathering
  • Priority Incident Recommendations
  • Policy Enforcement
  • Interpersonal and Written Communication
  • Emergency Response
  • Effective Communication
  • Technology Monitoring Tools
  • Root Cause Analysis
  • Post Incident Meetings
  • Project Coordination
  • Campaign Management
  • Campaign Implementation
  • Responsive Web Design
  • Front-End Skills: HTML, CSS
  • Front-End Programming: HTML5, CSS3, AJAX
  • Wordpress
  • Web Analytics Tools

Timeline

Senior Consultant

Capgemini
07.2020 - 03.2023

Incident Manager/Email Marketing Manager

Capillary Technologies
07.2020 - 06.2022

Associate

Cognizant
08.2015 - 06.2020

Bachelor of Engineering - Information Science

Dr. Ambedkar Institute Of Technology

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