Arjun L
Incident Manager
Bangalore
Summary
Results-driven Incident & Operations Manager with over 9 years of experience in incident management, service restoration, and stakeholder engagement. Proven track record in managing critical incidents, minimizing business disruptions, and improving SLA compliance. Strong analytical, communication, and leadership skills with the ability to work under pressure and in global environments. Seeking to leverage expertise to contribute as an Incident Manager at Concentrix.
Overview
9
9
years of professional experience
Work History
Incident Manager
Concentrix Services India Pvt. Ltd.
10.2018 - Current
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Acted as the primary point of contact for critical and major incidents across multiple regions.
- Communicated regularly with TAMs/CSMs regarding outages, incidents, and conflict resolutions.
- Tracked, reported, and ensured compliance on client deliverables and service operations.
- Managed escalations, engaged On-Call/Delivery Managers, and aligned delivery expectations during critical outages.
- Prioritized incidents based on impact and urgency, ensuring resolution within agreed SLAs.
Operation Analyst
First Advantage
04.2016 - 04.2018
- Handled end-to-end background verification processes including employment and education checks.
- Conducted outbound verification calls and maintained high accuracy in data validation.
- Demonstrated excellent work ethics, adaptability, and proactive resolution of operational issues.
- Contributed to a positive work environment by fostering open communication channels among team members, resolving conflicts promptly.
- Increased team productivity by developing training materials and conducting workshops for new hires and existing staff members.
Education
Bachelor of Commerce -
Shanthi Arts, Science And Commerce College
Mysore, India 04.2001 -
PUC - CEBA
Bangalore City College
Bengaluru, India 04.2001 -
Skills
Incident response coordination
Timeline
Incident Manager
Concentrix Services India Pvt. Ltd.
10.2018 - Current
Operation Analyst
First Advantage
04.2016 - 04.2018
Bachelor of Commerce -
Shanthi Arts, Science And Commerce College
04.2001 -
PUC - CEBA
Bangalore City College
04.2001 -
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