Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Disclaimer
Timeline
Generic
JYOTI DHANUK

JYOTI DHANUK

Major Incident Management
Pune,MH

Summary

Motivated Project Engineer with 8 years of history positively impacting projects through diligence and skilled designs. Achievement-oriented professional possessing expertise in policy and procedure development, technology implementation and staff supervision. Committed to delivering innovative products and solutions while maintaining safety and sustainability. Execution of the enterprise Incident Management process, including management of incident queues and escalation as required to ensure that incidents are resolved timely. Manage multiple workstreams, identify/validate/justify reported Major incident information and manage MIM workload by pushing back where necessary. Management of Service Level Agreements with the End User service providers. Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause analysis. Accurately document the problem, troubleshooting, execution, and resolution of the new issues reported and publish a knowledge base article for further references. Skilled at handling Executive Level escalations and providing a Root Cause Analysis for the concerns observed while providing the necessary suggestions, feedback, and preventive measures for the clients. Committed to handle and work under pressure involving cross segments. Experienced working with e-commerce platforms, Telecom, Media, Product based global projects.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Senior Engineer

L&T Technology Services
11.2021 - 06.2025
  • Manage incidents and service requests from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and the customer informed of progress throughout the lifecycle.
  • Manage customer queries over calls emails, chat, and customer service portal requests.
  • Gather information and data to support incident analysis and decision-making.
  • Act as the central point of contact during critical incidents, ensuring that all relevant teams are informed and engaged.
  • Develop and implement an effective communication template to keep internal and external stakeholders informed.
  • Ensure clear and timely communication with internal stakeholders, external partners, and relevant authorities.
  • Monitoring and reporting on the status and health of production application
  • Validating SLA agreements, connecting with cross-segment teams for respective account modifications.
  • Maintain detailed records of incident response activities, including actions taken, decisions made, and outcomes.
  • Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement.
  • Implement changes to enhance incident response capabilities.
  • Provide guidance and support to the incident response team during challenging and multifaceted incidents.
  • Generate comprehensive incident reports, highlighting key findings and recommendations.
  • Lead and facilitate to aid in the restoration for all business/customer impacting incidents in all environments.
  • Coordinate triage, recovery, and communication during all major incidents.
  • Lead major incident technical bridge and drive all activities to service restoration.
  • Assign related Problem records to the resolution team and coordinate root cause analysis (RCA) to closure.
  • Develop contingency plans for various scenarios.
  • Experience with managing ITIL workflows in ServiceNow.
  • Cross selling products like licenses, one time support and SLA upgrades.
  • Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.
  • Demonstrable experience creating and reviewing customer-facing documents such as KB articles.
  • Arrange for repair and logistics by following up with the field agents and carrier partners.
  • Created and managed Purchase Orders (POs) using SAP MM module, ensuring accurate vendor selection, pricing, and delivery terms.
  • Verified company-specific Service Level Agreements (SLAs) within SAP to ensure procurement timelines and compliance standards were met.
  • Monitored vendor payment status in SAP FI, identifying holds or delays and coordinating with finance teams for resolution.
  • Reviewed and validated contract agreements and payment terms directly within SAP to ensure alignment with procurement policies.
  • Flagged discrepancies in PO vs. invoice data and initiated corrective actions to maintain financial accuracy and audit readiness.
  • Collaborated with cross-functional teams to resolve blocked invoices and ensure timely release of payments.
  • Maintained vendor master data and ensured up-to-date banking and tax information for seamless transaction processing.

Assistant Engineer

Ericsson India Global Services Pvt. Ltd.
03.2019 - 08.2021
  • Keep a record of every incident and service request, assigning codes for prioritizing and classification.
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests.
  • Escalate Incidents at risk of breaching Service Level Agreement to the Incident and/or Problem Manager.
  • Connect with the users at agreed intervals to have them informed about their Incidents’ status.
  • Worked on “B2B Automation” involving Tools, Remedy, and Work Force Management for the processing of Work Orders.

Technical Support Associate

Tech Mahindra Pvt. Ltd.
04.2017 - 03.2019
  • Maintain customer relationship by responding to inquiries and documenting actions.
  • Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
  • Accomplishing customer service and organization mission by completing related results as needed.
  • Communicated effectively with non-technical customers, translating complex concepts into easily understandable language.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
  • Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
  • Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
  • Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
  • Managed a high-volume workload of 50–60 cases daily, ensuring timely resolution and adherence to SLA targets.

Education

Bachelor of Technology - Computer Science and Engineering

Abacus Institute of Engineering & Management
West Bengal, India
08-2016

Skills

Incident Management

Interests

Dancing, Cooking, Art & Craft, Internet Surfing

Accomplishments

  • Automated the reports being drawn from SNOW manually and reduced the manual effort.
  • Submitted multiple automation ideas for generation of License Keys.
  • Awarded with Global Best Employee Dec2019 at Ericsson India Global Pvt. Ltd.
  • Received ACE Award in 2020 in Ericsson India Global Pvt Ltd for handling delivering outstanding results single handed.
  • Top Global Contributor Award in 2023 in MediaKind India Pvt., Ltd., for managing the backlog and improving the TAT.
  • Spot award in 2023 and 2024 in L&T Technology Services.

Disclaimer

I hereby declare that all the details mentioned above are my own and are true, evidence would be furnished when necessary.

Timeline

Senior Engineer

L&T Technology Services
11.2021 - 06.2025

Assistant Engineer

Ericsson India Global Services Pvt. Ltd.
03.2019 - 08.2021

Technical Support Associate

Tech Mahindra Pvt. Ltd.
04.2017 - 03.2019

Bachelor of Technology - Computer Science and Engineering

Abacus Institute of Engineering & Management

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JYOTI DHANUKMajor Incident Management