Deepak Raj B
Major Incident Manager With Over 9+ Years Of Experience In IT Operations, Including 6+ Years Specializing In Incident Management. Demonstrates Strong Expertise In End-to-end Handling Of P1/P2 Incidents, Executive Stakeholder Communication, Emergency Change Approvals, And RCA Coordination. Proven Track Record Of Ensuring SLA Compliance And Maintaining Operational Stability Within Large Enterprise Environments.
K.G.F
Summary
Obtain a position as a team-player in an organization to maximize my technical experience in a challenging environment to achieve the corporate goals.
Overview
10
10
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Major Incident Manager
Accenture
08.2023 - Current
- End to end management of enterprise wide P1 incidents.
- Prepare & send communication related to P1/P2 with details to high level management & clients through SNOW (service now) tool.
- Review & Approve emergency Changes to prevent potential P1 & P2.
- Participate in post–P1 RCA calls for critical and high-risk incidents where the root cause remains unidentified.
- Support, Review& Manage MIM hotline calls & incoming emails to MIM email Id for Major incidents.
- Prepare & provide execute summary for daily & weekly report Operations meeting.
- Prepare & broad cost MIM 12hrs daily TO report and explain in Shift TO call.
- Oversight client Overall operations to proactively monitor any potentials major incidents that might be brewing
Incident Manager
TCS
03.2019 - 08.2023
- Take Handover (HO) from previous shift and keep track of all ongoing and paused bridges.
- Promote incidents once impacts are validated whenever high/critical incidents are reported.
- Ensuring that the MIM process is followed and focus on incident getting resolved at the earliest.
- Join weekly meetings for knowing recent changes, any concerns and rephrasing process if necessary.
- Initiate bridge calls for P1 incidents and get concerned teams on the call to work on live to get immediate updates, post it over technical bridge chats.
- Get action validations done from the concerned technical teams before rolling out the communication.
- Prepare chronology reports for P1 incidents.
- Document every step over service now tool and update new incidents reported in handover.
Technical Support Engineer
DXC
12.2017 - 03.2019
- Providing Technical support with issue resolution viaPhone/Email/Chat electronic medium.
- Active Directory Domain id creation, modification and deletion.
- Office 365 – Generic Mailbox Administration creation, modification and deletion.
- Office 365 – New distribution list creation and distribution list modification (Add/Remove users).
- Helping end users with domain and windows logon related issues via Active Directory and updating AD.
- Tracking all Incidents and Service requests in Ticketing Service now Tool and taking necessary action and updating within the SLA.
- Providing Remote support to Employees with various locations.
- Establishing a good working relationship with clients and teams
- DXC Technology
IT Technical Support Engineer
CTS
09.2016 - 10.2017
- Providing Remote support to Employees with various locations.
- Understanding the Security Levels and closing the calls on priority basis to achieve 100% SLA.
- Installing Software’s such as MS-Office, Visual studio, Citrix receiver, etc.
- Installing and Configuring Microsoft Outlook and Office 365.
- First level support for Client applications and software installation and troubleshooting. Troubleshooting problems with Laptop Hardware, Application, printer and OS.
- Cognizant
Education
Bachelor of Engineering - ECE
Dr. TTIT
Kolar Gold Fields, KarnatakaSkills
Critical incident handling
Documentation skills
Improvement recommendations
Information management
Certification
ITIL 4 Foundation Certified in IT Service management (2024)
Declaration
I pledge and pronounce that all the above information is true to best of my knowledge.
Timeline
Major Incident Manager
Accenture
08.2023 - Current
Incident Manager
TCS
03.2019 - 08.2023
Technical Support Engineer
DXC
12.2017 - 03.2019
IT Technical Support Engineer
CTS
09.2016 - 10.2017
Bachelor of Engineering - ECE
Dr. TTIT