Jaideep K
Major Incident Manager
Bengaluru
Summary
Insightful, results-driven IT professional with exceptional Leadership, Project management, Incident Management, and Team management skills offering 8+ years of experience in Management and troubleshooting of cloud infrastructures and various Peripherals. Demonstrated career success in developing and executing operational strategies to promote organizational growth and optimal utilization of emerging technologies. Proven ability in troubleshooting, coordinating, and meeting deadlines of multiple projects and was awarded.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Intuit
2 2022 - Current
- Handle high priority critical, P1 and P2 incidents, coordinating with respective terms as per escalation matrix
- Experience in managing infrastructure issues (storage, network, systems-related issues)
- Drive incident to resolution through support engagement utilizing paging system and/or on-call schedules
- Document key actions and events during conference call
- Notification to senior leadership of current status and impact through emails to Information Services (IS) department and contacting senior leadership to advise of impact on business
- Post incident documentation to assist Problem Management in root cause analysis
- Ensure proper escalation procedures are followed and correct support teams are engaged
- Facilitate peer-to-peer conference calls between resolver teams on non-significant incidents and escalate if impact increases
- Maintain the tracker for critical, P2 & P1 incidents and publishing them on a weekly basis and recording them in the incident repository.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows
Service Desk Administrator
IPSoft -Amelia
03.2020 - 02.2022
- Responsible for all Functional and technical assistance to Blackrock Employees on Incidents
- Prioritize client's incidents during outages & creates events, alerts, notification
- Review incident tickets, understand issues, and apply diagnostic utilities to aid in troubleshooting the incidents or support requests received
- Proactively and continuously keep the stakeholders informed about the status of incidents and follow up with SLA
- Expertise in analyzing and resolving front end issues on Windows platform related to web-based Applications
- Responsible for taking backups and restoring of files, Monitoring, and managing server performance and availability
- Diagnose application, database, networking, hardware, or operating system problems, coordinate appropriate team-Problem Management Team & change management
- Prepare PRPs, KMs, access software updates, drivers, external knowledge bases & other support documents for unknown issues in the knowledge base.
System Engineer
Swiggy - Bundl Technologies
05.2019 - 03.2020
- To resolve all the issues of employees within the service level times and reduce the productivity downtime
- To support IT infrastructure for Swiggy
- Troubleshooting issues related to virtual desktops
- Providing support to global end users through calls or chatting
- Attending the calls assigned through BMC REMEDY8.1 IT Service Desk Call Management System, based on Request Priorities and Closing them within SLA Period
- Deploying OS images through Norton Ghost and MDT
- Patching through SCCM and Lumension agent
- Installation, configuration, and troubleshooting of softwares like MS office, Ameyo client, Avaya, Zoiper, Visual Studio, Adobe Products, and all enterprise applications
- McAfee Safe boot 5.2.8 Encryption tool & resetting the safe boot password
- Using software to recover the data on corrupted or crashed HDD
- McAfee antivirus 8.0 and managing security alerts
- Escalating calls whenever needed by following the Escalation Matrix for each process and handling VIP user incidents
- Monitor the incidents on all requests
- Received appreciation from the Customers for the prompt response
- Providing L1 support for Windows platform and virtualization
- Providing network level support in IP conflict, cable connectivity checking, and VLAN issues
- Hands-on experience with managing and deploying Windows (7,8 and 10).
Technical Engineer
CONX
01.2014 - 01.2018
- Installation of Bio metrics, CCTV, Fire alarm, and software installation services
- Communicate with clients and gather/correct the requirements
- Understanding the requirements and preparing technical specifications
- Leading and guiding the team members to complete the assigned tasks within the estimates
- Reviewing the project to maintain the predefined standards
- Error resolving of any Technical or Functional issues
- Up-selling to increase the revenue.
Education
B.E - Mechatronics
Acharya Institute of Technology
Diploma - Mechatronics Engineering
Board of Technical Education- SJP
Skills
Service Management - Delivery & Support (ITIL)-Incident, Problem and Change
Participating in team meetings weekly and providing inputs on technical processes within the department
Proven track record of establishing cordial relationships with stakeholders, technical teams & vendors for successfully executing concurrent projects
Adhere to Process, Policy, Procedures, Meeting SLA & promote ITIL methodologies
Escalate incidents to subject matter expert (SME), Technical experts & lead high outage bridge calls
Record, track, and document the problem-solving steps, decisions made and actions taken, through to the final resolution via the request management tool
Project Management
Operational Management
AWS Certified Solutions Architect – Associate
Service Management - Delivery & Support (ITIL)-Incident, Problem and Change
Details
Bengaluru, India, +91 810-505-1818, +91 973-862-3832, jaideepk1818@gmail.com
Certification
Certified Solution Architect Associate, AWS
Timeline
Certified Solution Architect Associate, AWS
07-2024
Service Desk Administrator
IPSoft -Amelia
03.2020 - 02.2022
System Engineer
Swiggy - Bundl Technologies
05.2019 - 03.2020
Technical Engineer
CONX
01.2014 - 01.2018
Major Incident Manager
Intuit
2 2022 - Current
B.E - Mechatronics
Acharya Institute of Technology
Diploma - Mechatronics Engineering
Board of Technical Education- SJP
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