Arun Agnihotri
Bangalore
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
19
19
years of professional experience
2
2
Certifications
1
1
Language
Work History
Major Incident Manager
Tech Mahindra Pvt Limited, Bangalore
Bangalore
07.2022 - 01.2026
- As a Critical Incident Manager, Single point of contact for all high priority incidents and critical incidents for financial institution client.
- Engaging/inviting all stakeholders to Incident Management Board to drive the restoration of impacted services and CI impacted.
- Determine an action plan and take necessary actions towards restoration and driving the incident towards closure.
- Ensure proper communication and quick resolution as a crisis manager.
- Escalating the situation may be functional or hierarchical whenever required and clearing the roadblocks towards restoration.
- Preparing Major Incident Reports or post incident review post Incident Closure on SNOW.
- Analyzed Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends.
- Liaised with support teams to ensure the Incident gets resolved within the SLA and restoration of services.
- Escalated and communicated in a timely fashion the status of Major Incidents and problems with IT and business stakeholders including executive management.
- Supported preparation of monthly analytic dashboard briefs for executive IT management as well as provided concise executive summaries and trend analysis.
- Co-ordinated activities by change management, business continuation, vendor technical management and problem management for return to service.
Major Incident Manager
HCL Technologies Ltd, Bangalore
Bangalore
10.2021 - 07.2022
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Major Incident Manager
Unisys Global Services, Bangalore
Bangalore
04.2020 - 10.2021
- As a Critical Incident Manager, Single point of contact for all high priority incidents and critical incidents for financial institution client.
- Objective is to restore the services as quickly as possible within defined SLA within SOP.
- Engaging/inviting all stakeholders to Incident Management Board to drive the restoration of impacted services and CI impacted.
- Determine an action plan and take necessary actions towards restoration and driving the incident towards closure.
- Ensure proper communication and quick resolution as a crisis manager.
- Escalating the situation may be functional or hierarchical whenever required and clearing the roadblocks towards restoration.
- Conduct periodic reviews with teams and provide necessary feedback.
- Participate in business meetings with various stakeholders.
- Weekly and monthly status reports to higher management.
- Drive service improvement programs.
- Preparing Major Incident Reports or post incident review post Incident Closure on SNOW.
- Liaise with customers and participating in Problem management meetings and reviews.
- Analyzed Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends.
- Tracking open problems and identifying any problem that required increased focus to meet agreed target levels.
- Ensured the Knowledge base article is updated with recent Incident resolution post RCA.
Associate Manager - Incident Management
Walmart Labs, Bangalore
Bangalore
10.2019 - 04.2020
- First Point of Contact for Incidents, Outages, Threats or Potential degradation of services.
- Monitoring & Tracking SLA’s
- Handling Incidents and tracking them with resolvers
- Identification and forecasting of issues, prioritizing and categorization for resolution and communicate with the relevant stakeholders.
Lead - Incident Management
Microland Limited, Bangalore
Bangalore
07.2007 - 10.2019
- As a Lead Incident Manager, SPOC for the technical tower and bridge for client.
- Ensure proper communication and quick resolution as a crisis manager.
- Responsible for Vendor Management and people management.
- Drives day to day operations and work plan allocation/management.
- Conduct periodic reviews with teams.
- Weekly and monthly status reports to higher management.
- Participate in business meetings with various stakeholders.
- Take corrective actions based on the customer satisfaction surveys.
- Drive service improvement programs.
- Ensure adherence to quality / security standards defined for the engagement Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents.
- Effort estimation/reviews on need basis for new projects.
- Preparing Major Incident Reports post Incident Closure on SNOW.
- Conducted Monthly ITIL Trainings for all stakeholders to adhere right ITIL Practices are being followed.
Education
Bachelor of Computer Science (BSC Hons) - undefined
Kalinga University
Raipur01.2005
Skills
Incident Management
Problem Management
People Management
Major/Critical Incident Management
Vendor Management
MIR/PIR Reporting
SLA & KPI/KRA Management
Service Improvements
Service Now, BMC Remedy
Ability to provide acute attention to detail
Strong knowledge of recoveries, outages & escalation practices and IT infrastructure
Working knowledge of ITIL v3 best practices/methodologies & ITIL certified
Strong project management skills
Ability to work independently with little oversight managing multiple investigations simultaneously
Ability to learn and develop quickly
Strong interpersonal & relationship building
Ability to multi-task and make sound judgments in a fast-paced, high stress environment
Certification
Certified ITIL V3 Foundation
Employment History
- Worked with Tech Mahindra Pvt ltd, Bangalore from July 2022 – Jan 2026
- Worked with HCL Technologies, Bangalore from October 2021 – July 2022.
- Worked with Unisys Global Service, Bangalore from Apr 2020 – Oct 2021.
- Worked with Walmart Labs on payroll of Intelliswift Technologies from Oct 2019 - Apr 2020.
- Worked with Microland Limited, Bangalore from July 2007 - Oct 2019.
Timeline
Major Incident Manager
Tech Mahindra Pvt Limited, Bangalore
07.2022 - 01.2026
Major Incident Manager
HCL Technologies Ltd, Bangalore
10.2021 - 07.2022
Major Incident Manager
Unisys Global Services, Bangalore
04.2020 - 10.2021
Associate Manager - Incident Management
Walmart Labs, Bangalore
10.2019 - 04.2020
Lead - Incident Management
Microland Limited, Bangalore
07.2007 - 10.2019
Bachelor of Computer Science (BSC Hons) - undefined
Kalinga University