ASHWANI KUMAR PAL

Professional with more than 6 year experience in managing IT and network incidents and ensuring business continuity. Skilled in problem-solving, crisis, problem and change management. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in ITIL frameworks, root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.

ITIL v4

• Led the introduction of a new scope for Fixed Incident Managers, securing a contract extension and 3 additional roles with tangible business and financial benefits.
• Successfully led the resolution of over 200 high-priority incidents, significantly reducing downtime and improving service reliability.
• Enhanced incident response times by 40% through the implementation of efficient incident management processes and tools.
• Achieved a 98% incident resolution rate within SLA targets by coordinating effectively with cross-functional teams.
• Spearheaded the development and execution of comprehensive incident management training programs for staff, resulting in improved team performance.
• Introduced a root cause analysis process that identified and mitigated recurring issues, leading to a 30% reduction in future incidents.