Anshuman Patnaik
Bengaluru,India
Summary
Account & Escalation Management professional with 9+ years of experience in ITSM, service delivery, and managing high-impact incidents. PMP-certified with a strong track record of driving business outcomes by owning partner performance, leading cross-functional teams, and resolving complex issues within SLA. Known for a data-driven, customer-focused approach to stakeholder management, operational excellence, and continuous improvement. Seeking to apply this experience to grow partner relationships and deliver measurable business impact.
Overview
10
10
years of professional experience
6
6
Certification
Work History
Major Incident Manager - Lead
Hewlett Packard Enterprise (HPE)
Bengaluru, India
09.2019 - Current
- 6+ years of experience in Service Delivery Management, Major Incident Management, Escalation Handling, and IT Operations within large-scale enterprise environments, ensuring high availability and rapid restoration of business-critical services.
- Managed and led a team of 20 operations and incident management professionals in a 24x7 support environment, driving team performance, operational efficiency, SLA adherence, and continuous service improvement initiatives.
- Owned end-to-end service delivery for enterprise customer environments, ensuring compliance with SLAs, OLAs, KPIs, service availability targets, and contractual obligations while maintaining high customer satisfaction.
- Led P1/P2 Major Incident Management activities including incident triage, bridge management, stakeholder communication, technical coordination, escalation handling, and service restoration within defined SLA timelines.
- Acted as the primary point of contact for customers, leadership teams, technical stakeholders, and external vendors for service-related matters, ensuring effective stakeholder management and timely resolution of critical issues.
- Coordinated cross-functional global teams across infrastructure, storage, application, and platform support domains to ensure seamless operations and business continuity.
- Implemented and enhanced ITIL-based Incident, Problem, Change, and Release Management processes, reducing repeat incidents and improving operational maturity and service stability.
- Monitored service performance, operational KPIs, system availability, and capacity metrics through regular governance reviews, reporting, and continuous improvement initiatives focused on automation and process optimization.
- Delivered detailed Post Incident Reviews (PIRs), Root Cause Analysis (RCA) documentation, corrective action plans, and preventive measures to improve long-term platform reliability and operational excellence.
- Worked extensively with ITSM and ticketing tools applying project management practices to drive service improvement programs, operational transformation, and customer-focused delivery outcomes.
Technical Solutions Consultant - Storage
Teksystems | Client Company: HPE
Bengaluru, India
09.2016 - 08.2019
- Ensured optimal performance and availability of HPE enterprise storage systems across customer environments.
- Delivered technical support via phone, email, and remote sessions, consistently maintaining high customer satisfaction.
- Supported global storage operations, troubleshooting diverse hardware and software issues, and responding to critical service requests.
- Created, tracked, and managed support tickets using Salesforce (SFDC) and Jira, escalating complex issues to engineering teams.
- Collaborated with ASM and TAM stakeholders to align support activities with customer datacentre and business requirements.
- Documented incidents, troubleshooting steps, and resolutions to support knowledge reuse and continuous service improvement.
- Facilitated knowledge transfer with cross-functional teams, improving overall problem-solving efficiency and response quality.
- Monitored system performance metrics to proactively identify bottlenecks, weaknesses, and inefficiencies, reducing potential service impact.
Education
Master of Business Administration - Project Management
Manipal University
Jaipur, IN-RJ2025
Bachelor of Business Management - Marketing
IADC (Affiliated to Bangalore University)
Bengaluru, KA2015
Skills
- Project & Program Management (PMP) – End-to-end delivery, scope, schedule, Agile
- Incident & Escalation Management – Major incident handling, outage resolution, restoration
- IT Service Delivery / ITSM (ITIL) – SLA & KPI management, service operations
- Operational Excellence – Process improvement, efficiency optimization
- Risk Management – Risk assessment, mitigation, audits
- Stakeholder and Customer Management – Client engagement, satisfaction, communication
- Leadership & Team Management – Global teams collaboration & mentoring
- Root Cause Analysis (RCA) – Problem management, preventive actions
- Storage Infrastructure – HPE 3PAR, Primera, Alletra, StoreOnce, Synergy, ProLiant
- Tools & Analytics – Jira, Salesforce (SFDC), Excel, Power BI
Certification
- PMP® Project Management Professional from Project Management Institute.
- ITIL® V4 Foundation from PeopleCert Education
- Generative AI Overview for PM from Poject Management Institute
- Google AI Essentials from Google.
- Google People Management Essentials from Google
- Project Management and Planning Specialization from John Hopkins University.
- 3PAR / Primera / Alletra / SAN Troubleshooting Storage Fundamentals.
Accomplishments
- Awarded for Excellence: Spotlight “Pat on the Back” & Extra Miler Awards (HPE) for outstanding technical support.
- Customer Impact Leader: Experience Maker recognition (VP, HPE) for achieving highest customer satisfaction scores through proactive engagement.
- Consistent Top Performer: Multiple Top Performer awards (FY22–FY25) for critical escalation management and high-impact global project execution.
www.linkedin.com/in/anshuman-patnaik-bb75226b/
Languages
English
Proficient
C2
Hindi
Proficient
C2
Odia
Proficient
C2
Kannada
Intermediate
B1
Tamil
Elementary
A2
Telugu
Elementary
A2
Timeline
Major Incident Manager - Lead
Hewlett Packard Enterprise (HPE)
09.2019 - Current
Technical Solutions Consultant - Storage
Teksystems | Client Company: HPE
09.2016 - 08.2019
Bachelor of Business Management - Marketing
IADC (Affiliated to Bangalore University)
Master of Business Administration - Project Management
Manipal University