Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Prakash Kumar

Prakash Kumar

Noida

Summary

ITIL-trained Incident Management Analyst with a proven track record in swiftly assessing the severity of outages, coordinating restoration efforts, and communicating effectively across multiple teams.

Proficiency in ITSM tools like ServiceNow and Excel incident tracking, reporting, and analytics that help in service continuity and improvement.

A proven track record of managing crises and handling multiple assignments and teams seeking to leverage expertise in incident detection, response, and resolution to contribute towards service continuity and improvement.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Analyst

HCL
01.2022 - Current
  • Handled Critical Incidents: Coordinated incident response across cross-functional teams, ensuring timely resolution and minimizing impact on services
  • Effective Communication: Collaborated with technical teams, management, and stakeholders to provide clear incident updates and escalate issues on a daily basis.
  • Root Cause Analysis: Conducted post-incident reviews to identify underlying causes and implemented preventive measures
  • Reporting and Metrics: Generated incident reports, tracked trends, and provided insights for process improvement resulting in more than 90% positive CSAT from customers.
  • Achieved: Played a critical role in closing more than 95% of the tickets within SLA, especially resolution and closure of incidents.

Analyst

ATPL
11.2020 - 12.2021
  • Incident Triage: Assisted senior analysts in prioritizing incidents based on impact and urgency, and worked on more than 40 incidents daily.
  • Documentation: Created incident records, detailing symptoms, troubleshooting steps, and resolutions resulting in more than 85% of FCR.
  • Collaboration: Worked closely with the different support team to resolve user-reported issues
  • Root Cause Investigation: Participated in post-incident reviews to identify underlying causes and avoid mistakes.
  • Communication: Provided timely updates to stakeholders during critical incidents
  • Managed: Team members, helping resolver groups in RCA for any escalation received, assisting in training and grooming of new resources.

Education

B.A (English Hons.) -

Magadh University
Nawada
06.2016

12th Board -

Jeevan Deep Public School
Nawada
01.2013

10th Board -

St. Joseph's School
Nawada
01.2011

Skills

  • ITIL
  • Service now
  • Google Cloud
  • Six Sigma
  • Service management
  • MS Office
  • Leadership
  • Training
  • IT support

Certification

  • ITIL v4 Foundation
  • Google Cloud
  • Generative AI on AWS Essentials(Business)

Accomplishments

  • Reduced Recurring Incidents: Led a team that successfully reduced recurring incidents by 50% through comprehensive root cause analysis and process improvement plans across key service lines.
  • Streamlined Incident Escalation Process: Developed and implemented an efficient incident escalation process, reducing resolution time by 30% and ensuring critical incidents reached the right teams promptly.
  • Effective Communication: Coordinated activities with support teams, notified senior management about outages, and facilitated resolution through clear communication across multiple teams.

Timeline

Senior Analyst

HCL
01.2022 - Current

Analyst

ATPL
11.2020 - 12.2021

B.A (English Hons.) -

Magadh University

12th Board -

Jeevan Deep Public School

10th Board -

St. Joseph's School

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Prakash Kumar