Manish V Mishra
Ghatkopar (west)
Summary
Dynamic Major Incident Manager with a proven track record at TIAA GBS, excelling in incident resolution and risk identification. Expert in ITIL frameworks and performance monitoring, I developed AI-driven solutions that enhanced operational efficiency. Adept at leading cross-functional teams, I ensure swift service restoration while fostering collaboration and communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Major Incident Manager and Problem Manager
TIAA GBS
mumbai
11.2022 - Current
- Coordinated resources and communications during outages, ensuring rapid recovery for affected customers.
- Managed critical incidents, particularly Priority 1, achieving timely resolutions and minimal service disruptions.
- Facilitated major incident bridge lines following ITIL framework and service level agreements.
- Developed KPIs dashboards for improved performance monitoring and analysis.
- Designed AI-driven solutions that boosted operational efficiency while supporting informed decision-making.
- Identified risks jeopardizing business-critical systems to implement proactive mitigation strategies.
- Contributed to change advisory board meetings to refine incident response capabilities.
- Employed tools like Splunk, Moogsoft, and Dynatrace for effective event monitoring and ticket management.
Major Incident Manager and Problem Manager
NEC software solution
mumbai
04.2021 - 10.2022
- Orchestrated collaboration between team managers and technical experts for timely resolution of incidents within SLA constraints.
Spearheaded coordination of service restoration efforts for all reported incidents.
Conducted effective conference calls to oversee incident management aligned with service definitions.
Rapidly investigated major incidents to restore critical applications or services.
Oversaw technical teams during crucial service restoration phases.
Compiled detailed minutes for major incidents, ensuring accurate documentation of discussions and timelines.
Championed ITIL process compliance and service management best practices within the organization.
Created and presented major incident reviews to diverse audiences, including executives.
Major Incident Manager and Problem Manager
Skill mine Technology consulting Pvt LTD.
01.2019 - 03.2021
- Improved coordination with team managers of technical experts, ensuring rapid incident resolution within SLA targets.
- Facilitated service restoration efforts for all reported incidents.
- Led conference calls, promoting effective incident management throughout the incident lifecycle per service agreements.
- Conducted investigations into major incidents to expedite restoration of failed applications or services.
- Managed technical teams efficiently during service restoration activities.
- Composed detailed major incident minutes and shared them promptly after bridge calls with participants.
- Promoted adherence to service management best practices and ITIL processes across the organization.
- Compiled and delivered Major Incident Review (MIR) reports to various audiences, including executives.
Principal Incident Manager/Problem Manager
Atos India LTD.
07.2016 - 05.2018
- Liaison with Team managers of all Technical Experts to ensure swift resolution of incidents within SLA targets.
- Coordination, facilitation and leading the restoration of a service for all incidents reported.
- Chairing the Daily operations call and Service Review calls for the Account.
- Ensure that proper functional and organizational escalation process is used at the time of handling Major incidents.
- Coordination with suppliers, contractors, 3rd party etc. to ensure timely incident resolution and contractual fulfillment.
- Handling Client as well as Internal Escalations.
- Representing the Organizations in the Clients Governance meetings.
- Executing the Problem Management process tasks in adherence with global and local requirements.
- Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.
- Responsible for acting as an escalation point to expedite problem resolution.
- Ensuring quality of Known Error record and the Knowledge Database.
- Being proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business units.
- Conducting Post Resolution Review of critical problems and to follow up of their activities together with Service Delivery Manager.
Incident Manager
Wipro Technologies
07.2013 - 07.2016
- Acting as a SPOC for all internal and external partners to ensure centralized Incident Communication combining a technical and customer view are provided to customers, colleagues, management members, engineers, providers and suppliers worldwide via different communication channels.
- Triggering and ensuring Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication. Providing a technical and customer impact analysis of every incident encountered by internal and external customers to set the appropriate incident priority.
- Continuously informing all stakeholders on the status of Incidents through Incident Notification towards internal teams, corporate customers, external partners worldwide and other possible stakeholders depending on their dedicated incident domain via different channels.
- Ensuring and following up of SLA and thrives to reduce customer impact in order to meet the contractual defined support of internal and external customers.
- Assessing the link of the Incident process with the Problem management and the Change management.
Project Engineer / Major Incident Coordinator
British Telecom (BT)
12.2012 - 06.2013
- Handling user requests and issues.
- Taking care of service requests and incidents over calls and e-mails.
- Documenting each customer interaction to provide knowledge to other professionals who may take over the case.
- Troubleshooting on desktop issue such as system repair, blue screen error and other desktop related issue.
- Resetting the password, Unlock accounts.
- Troubleshooting on OS related issues.
- Troubleshooting on Outlook, Internet, VPN, Network Connectivity, Lync 2013, Browser issues.
- Providing Blackberry support (Activation, Email configuration, BB email issue, Hotspot issues).
- Working on allocated incidents/problems on maintenance of hardware/software - servers, laptops, desktops etc. with high degree of supervision.
- Creating of Incidents and request ticket and assigning to the appropriate group.
- Providing Support for 20 plus web based Application to IRI internal users and IRI Clients.
Education
MSc.IT - IT
SM Shetty College
Mumbai01.2015
BSc. IT -
Ram Niranjan Jhunjhunwala College
Mumbai01.2012
HSC/12th - PCMB
Ram Niranjan Jhunjhunwala
Mumbai 01.2008
Skills
- Incident management
- ITIL framework
- Risk identification
- Problem management
- AI solutions
- Service restoration
- Process improvement
- Problem solving
- Effective communication
- Team collaboration
- Documentation accuracy
- Executive presentation
- Change management
Other Details
Married
Certification
ITIL V3 Foundation
ITIL V3 Service Operation
ITIL 4 Foundation
ITIL 4 Strategist: Direct, Plan and Improve
ITIL 4 Specialist: High Velocity IT
ITIL 4 Specialist: Create, Deliver & Support
ITIL 4 Specialist: Drive Stakeholder Value
Certified scrum master
ITIL V3 Service Operation
ITIL 4 Foundation
ITIL 4 Strategist: Direct, Plan and Improve
ITIL 4 Specialist: High Velocity IT
ITIL 4 Specialist: Create, Deliver & Support
ITIL 4 Specialist: Drive Stakeholder Value
Certified scrum master
Traits
- A team-oriented leader.
- A goal-oriented work style.
- Hardworking, responsible & sincere.
- Ability to adapt new ideas.
- Effective communication skills.
Personal Information
- Total Experience: 12 years
- Date of Birth: 05/25/90
Timeline
Major Incident Manager and Problem Manager
TIAA GBS
11.2022 - Current
Major Incident Manager and Problem Manager
NEC software solution
04.2021 - 10.2022
Major Incident Manager and Problem Manager
Skill mine Technology consulting Pvt LTD.
01.2019 - 03.2021
Principal Incident Manager/Problem Manager
Atos India LTD.
07.2016 - 05.2018
Incident Manager
Wipro Technologies
07.2013 - 07.2016
Project Engineer / Major Incident Coordinator
British Telecom (BT)
12.2012 - 06.2013
MSc.IT - IT
SM Shetty College
BSc. IT -
Ram Niranjan Jhunjhunwala College
HSC/12th - PCMB
Ram Niranjan Jhunjhunwala