Kovind Wankhede
Major Incident Manager
Delhi,DL
Summary
With over 9 years in tech-focused incident management, I've driven key service improvements, consistently reduced system downtime, and pioneered innovative customer support strategies.
Overview
12
12
years of professional experience
1
1
Certification
1
1
Language
Work History
Major Incident Manager
TISKAA SOLUTIONS PRIVATE LIMITED
01.2021 - Current
- Led a cross-functional team of 15+ to enhance incident response protocols, cutting system recovery times by 40%.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Designed and implemented a new incident reporting system to streamline communication, resulting in a 25% improvement in customer satisfaction scores.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Influenced product enhancements through a feedback loop with clients and internal teams, contributing to a 15% reduction in critical incidents reported quarterly.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
Incident Manager
OPULENCE TECHNOSOFT Pvt. LTD
02.2017 - 11.2020
- Implemented a company-wide EAP, directly supporting over 2,200 employees and improving staff retention by 18%.
- Facilitated inter-departmental collaboration, enhancing service restoration workflows and achieving a 95% success rate in meeting SLAs.
- Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities and boosting overall system resilience
- Authored comprehensive documentation for incident management procedures, allowing for consistent training and upskilling of new staff members.
- Coordinated with client success teams to deliver tailored solutions that reduced critical incident frequency by 2
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
IT Analyst
TRIOGENESYS
01.2015 - 12.2016
- Oversaw helpdesk operations, driving resolutions for up to 750 ticket items monthly with a 98% satisfaction rate.
- Contributed to the implementation of a HSA benefit plan, which was utilized by 90% of eligible employees within the first year.
- Streamlined client support operations by integrating Jira and ServiceNow, reducing average ticket resolution time by 30%.
- Played a key role in a project that increased the reliability of client-facing applications by performing routine system optimizations.
HR Executive
Genesys Consultant
06.2012 - 12.2014
- Enhanced employee satisfaction through the development of comprehensive benefits packages and wellness programs.
- Improved workforce diversity with targeted recruitment initiatives for underrepresented groups.
- Collaborated with department heads to develop strategic staffing plans that meet organizational needs both short-term and longterm.
- Managed employee recognition programs, celebrating individual and team accomplishments to encourage continued excellence in performance.
- Facilitated open communication channels between employees and management to promote a positive workplace culture.
- Increased talent pool by implementing effective recruitment strategies, including targeted job postings and networking events.
Education
MBA - Human Resources Management
ELIM University
Palam Delhi03.2012
Skills
Post-resolution reviews
ITIL Framework
Incident Management
Incident Response
Disaster recovery
ITIL
Collaboration Tools
Data Analysis
Certification
ITIL 4 Foundation Certification
Timeline
ITIL 4 Foundation Certification
07-2024
Major Incident Manager
TISKAA SOLUTIONS PRIVATE LIMITED
01.2021 - Current
Incident Manager
OPULENCE TECHNOSOFT Pvt. LTD
02.2017 - 11.2020
IT Analyst
TRIOGENESYS
01.2015 - 12.2016
HR Executive
Genesys Consultant
06.2012 - 12.2014
MBA - Human Resources Management
ELIM University
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