Hi, I’m
Arjit Shrivastava
Major Incident Manager
Gurugram
Summary
An ITIL Certified Incident Manager with 5 + years of relevant experience, having knowledge of IT Service Management (ITSM) and ITIL methods, tools, processes, principles and practices along with customer focused attitude and comprehensive knowledge about IT Infrastructure technologies and helpdesk solutions.
Overview
5
years of professional experience
1
Certification
2
Languages
4
years of post-secondary education
Work History
Sutherland Global Services
LEAD - INFRASTRUCTURE
12.2023 - Current
Job overview
- Working as Lead Incident Manager in a complex infrastructure supporting 800+ programs for Sutherland Global Services
- Ensuring that incidents within an organization are managed effectively and efficiently, minimizing impact and restoring normal service as soon as possible
- Working with multiple infrastructure resolver groups for providing service restorations of the affected major incidents
- Publishing Post incident review (PIR) reports
- Root cause analysis (RCA)
- Leading daily critical incident review call along with Stakeholders, project managers and SME groups
- Escalation Management
- Incident identification and classification
- Publishing Major Incident Notifications
- Working on Service Level Agreement (SLA) reports
- Leading high severity bridges
- Acting as on call 24/7 escalation point for all critical incidents reporting to minimize the adverse impact of reported incidents
- Working with Change management on high severity changes
- Following ITIL Standards
- Creating Problem tickets.
Persistent Systems Limited
SENIOR TECHNICAL SUPPORT ENGINEER
04.2022 - 12.2023
Job overview
- Working in a paced environment with multiple tools supporting infrastructure support for a client of Persistent Systems
- Handling Major Incidents Escalation of Major issues of Infrastructure as per ITIL Standards
- Lead the incident resolution activities for the operations team, ensuring prompt and accurate resolution of service outages and customer inquiries monitor and analyze service outage
- Trends to identify areas of improvement
- Track and report on metrics related to incident resolution activities
- Working with vendors to identify and resolve technical issues
- Activating oncall for multiple support team with Everbrigde Tool
- Problem Management
- Change Management
- Technical Documentation
- Root Cause Analysis
- Creating bridges for Critical Incidents (P1/P2)
- Activation of Response Teams
- Sending Communications.
NTT DATA SERVICES
SENIOR ASSOCIATE
10.2020 - 04.2022
Job overview
- Was working as NOC L1 Support Engineer for multiple projects of NTT DATA Services
- Escalation Management
- Incident, Change, Event & Vendor Management
- Performed various roles like Training and Development, Process Improvement, Knowledge Management, Shift Management
- NOC L1/L2 Support i.e Monitoring health checkup of multiple Servers with LiveNX Tool Performing Daily Backup , Weekly Backup , Full Backup for Servers integrated with Back - office Team AS - 400 Client (IBMi Systems) Monitor network performance, L1 troubleshooting and providing technical support for network issues
- Supporting teams like DevOps, Cloud Operations, Genesys, Server, Network Engineering, SAP Production, ITSM team (ServiceNow).
COLLABERA TECHNOLOGIES
Analyst
08.2019 - 09.2020
Job overview
- Working as Service Desk Analyst in a project (SC Johnsons)
- Provide technical support to customers over the phone, email and chat
- Troubleshoot hardware and software problems and provide detailed solutions
- Troubleshoot network connectivity issues and provide solutions
- Install and configure software for customers
- Monitor and maintain computer systems and networks
- Respond to customer inquiries in a timely and professional manner
- Follow up with customers to ensure satisfaction with service
- Reporting P1&P2 Incidents to MIM team
- Ticket Management First Point of Contact Performance Metrics Issue Resolution Remote Assistance End user computing.
Education
RGPV UniversityBhopal, India
Bachelor of Engineering from Computer Science
08.2015 - 06.2019
Skills
ITIL ProcessIncident TriageIncident ManagementMajor Incident Management
Change Management
Problem ManagementResource ManagementContinuous ImprovementEscalation ManagementService Level AgreementIT Service ManagementRoot Cause AnalysisPost-Incident ReviewStakeholder ManagementDocumentationTime ManagementLeadership & Team ManagementTraining ManagementPerformance Monitoring
Attention to Detail
Team Mentoring
Decision-making skills
Training and mentoring
Prioritization
Problem-Solving
Multitasking
Excellent Communication
Certification
ITIL 4 FOUNDATION
Timeline
LEAD - INFRASTRUCTURE
Sutherland Global Services
12.2023 - Current
ITIL 4 FOUNDATION
11-2023
SENIOR TECHNICAL SUPPORT ENGINEER
Persistent Systems Limited
04.2022 - 12.2023
SENIOR ASSOCIATE
NTT DATA SERVICES
10.2020 - 04.2022
Analyst
COLLABERA TECHNOLOGIES
08.2019 - 09.2020
RGPV University
Bachelor of Engineering from Computer Science
08.2015 - 06.2019