Kailash Joshi
Faridabad,Haryana
Summary
Results-driven IT Service Management professional with over 6 years of experience in major incident, problem, and change management. ITIL V4 Foundation certified with expertise in leading cross-functional teams and coordinating with vendors to resolve critical incidents, reducing MTTR by 30% through process optimization and automation. Skilled in ServiceNow reporting, dashboard creation, root cause analysis, and ITIL best practices. Adept at stakeholder communication, SLA management, and driving operational efficiency in high-pressure environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Capgemini
09.2021 - Current
- Lead major incident response, achieving 98% SLA compliance and minimizing business impact.
- Coordinate with vendors during incidents, reducing resolution times by 20%.
- Implement process improvements and automation, cutting MTTR by 30%.
- Conduct root cause analysis along with the Problem Management team, preventing recurrence of critical incidents.
- Support Change Management, reducing change-related incidents by 15%.
- Conducted post-incident reviews to identify root causes and drive continuous improvement initiatives.
- Used ServiceNow to create reports and dashboard.
Incident Manager
Tech Mahindra
07.2018 - 08.2021
- Facilitated incident bridge calls, ensuring 95% SLA adherence.
- Coordinated with vendors to accelerate incident resolution by 15%.
- Prepared incident reports and metrics for executive reviews.
- Supported Change Management, reducing change-related issues by 10%.
- Provided client support via phone, email, and chat, resolving technical issues effectively.
- Played a key role in reducing incident resolution time through enhanced controls and documentation.
Education
Postgraduate Diploma - Business Management
University of Northampton
United Kingdom05.2011
Bachelor of Engineering - Computer Science
Maharshi Dayanand University
Faridabad05.2006
Skills
- Major Incident Management
- Problem Management
- Change Management
- ITIL V4 Framework
- ServiceNow (Reporting, Dashboard Creation)
- SLA Management
- Process Improvement
- Automation Tools
- Vendor Coordination
- Stakeholder Communication
- Analytical Skills
- Cross-Functional Collaboration
- Risk Management
- Metrics tracking
- Business continuity
- Post incident meetings
Certification
ITIL V4 Foundation
Timeline
Major Incident Manager
Capgemini
09.2021 - Current
Incident Manager
Tech Mahindra
07.2018 - 08.2021
Postgraduate Diploma - Business Management
University of Northampton
Bachelor of Engineering - Computer Science
Maharshi Dayanand University
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