Jeebesh Behera

Key Responsibilities: Incident Management Tools & Technologies

Key Achievements:

• Led end-to-end lifecycle of incidents, ensuring prompt resolution and minimal business impact.
• Monitored and prioritized incoming incidents based on impact and urgency via ITSM tools (e.g., ServiceNow).
• Managed and coordinated resolution of high-priority and major incidents (P1/P2), including leading bridge calls.
• Acted as the primary communication point between technical teams, stakeholders, and business users during incidents.
• Conducted Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to prevent recurrence.
• Ensured compliance with SLAs/OLAs and generated regular incident trend and performance reports.

Service Request Management

• Oversaw the full lifecycle of service requests (e.g., hardware, software, access requests).
• Ensured timely fulfillment of requests in accordance with SLA targets and workflow approvals.
• Managed and optimized the Service Catalog, ensuring services were up-to-date and aligned with user needs.
• Collaborated with cross-functional teams (IT, HR, Procurement) to streamline request fulfillment processes.
• Ensured quality assurance and user satisfaction through clear communication and efficient resolution.
• Tracked KPIs and produced performance reports to identify bottlenecks and drive continuous improvement.
• ServiceNow, BMC Remedy, Jira Service Management, ITIL Framework, Microsoft Teams, Excel (reporting), Confluence, SharePoint
• Reduced average incident resolution time by 15% through process improvements and proactive escalation.
• Increased service request fulfillment SLA compliance to 8% by optimizing workflows.
• Successfully managed major incident communications with executive stakeholders during critical outages.
• Implemented enhancements to the Service Catalog resulting in improved usability and request accuracy.
• Monitored delivery performance metrics, identifying areas for improvement and implementing corrective actions.
• Coordinated with cross-functional teams for timely deliveries, ensuring client expectations were met.

• This is where I was introduced SAP for support performing basic user maintenance and access control.
• Established a robust knowledge base to facilitate faster issue resolution and improve end-user self-service capabilities.
• Participated in disaster recovery planning efforts, contributing to the development of robust strategies that ensured business continuity during emergencies.
• Implemented ITIL-based processes for incident management, resulting in more effective problem resolution.
• Coordinated with vendors to procure hardware and software solutions that met business requirements at competitive prices.
• Conducted regular training sessions for staff members to ensure consistent delivery of high-quality support services.
• Leveraged strong communication skills to effectively explain complex technical concepts to end users, promoting a better understanding of IT systems and processes.
• Reduced downtime by proactively identifying potential issues and implementing preventative measures.
• Mentored junior team members, providing guidance on best practices and troubleshooting techniques.

• 9 months of work experience as an intern in SEARS IT & MANAGEMENT INDIA PVT LTD as SQL SERVER DBA.
• In SEARS I've worked on Design, Development & Administration of MS SQL SERVER 2000/2005/2008/R2/2012/2014 as well as on My SQL 5.6/5.7
• Experienced in MySQL database administrator for ensuring the performance, availability, and security of clusters of MySQL instances, upgrades, backups, and provisioning of database instances, preparing documentations and specifications as required.
• All activities encompass database planning, design, installation, configuration, disaster recovery, planning, backup, recovery, job-scheduling & the configuration of the standby database for ensuring business continuity.
• Skilled in handling activities pertaining to Monitoring & Support.
• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Professional Summary