Nikhil Ghuge
Pune
Summary
Dynamic Major Incident Manager at DATAPRO INFORMATION TECHNOLOGY PVT.LTD, adept at driving incident lifecycle management and stakeholder communication. Expert in root cause analysis, I successfully resolved critical incidents, ensuring adherence to service level agreements while enhancing crisis management processes. Committed to continuous improvement and delivering impactful results.
Overview
4
4
years of professional experience
Work History
Major Incident Manager
DATAPRO INFORMATION TECHNOLOGY PVT.LTD
Pune
07.2021 - Current
- Handled the life cycle of a major incident.
- Manage and coordinate activities during the overall ticket life cycle.
- Once the incident is resolved, prepare the 'Post Incident Review' and hand it over to the Problem Management team for RCA.
- Handle client escalations, and take necessary actions to prevent the same.
- Matrix management of people, processes, and resources, including third parties, involves resolving conflict to move forward to resolution.
- Acting as an escalation point for all the incidents handled by support teams.
- Investigating and diagnosing incidents to restore a failed IT service as quickly as possible.
- Responsible for communicating with the Incident Process Owner.
- Monitor the incidents to ensure that the Service Level Agreement is respected.
- Identify, initiate, schedule, and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed incident records.
- Resolving customer inquiries, complaints, or providing an update to customers' questions regarding incident tickets, policies, and procedures.
- Collaborating with customers, vendors, partners, and various internal departments for the timely resolution of incident tickets.
- Conducting process training for the newly hired resources.
- Resolving incidents within the specified Service Level Agreements, Operational Level Agreements.
- Documented and tracked the timeline of events that occurred in the process to resolution for each of the critical incidents managed in support of root cause analysis.
- Issuing notifications and the status of all critical incidents to high-level internal leadership in a timely manner.
Education
Bachelor of Arts (B.A) -
Yashwantrao Chavan Maharashtra Open University
Nashik05-2019
Skills
- Incident Lifecycle Management
- Stakeholder Communication
- Root Cause Analysis
- Crisis management
- Performance reporting
- ITIL framework
- Escalation management
- Problem & change management
- Service level agreements
- Root cause analysis
- Post-incident review
Languages
- English
- Marathi
- Hindi
Personal Information
Date of Birth: 05/20/97
Tools And Platforms
- ServiceNow
- BMC Remedy
- Microsoft Teams
- Zoom
- ITIL v4 Principles
- Incident Reporting Tools & Notification System
Timeline
Major Incident Manager
DATAPRO INFORMATION TECHNOLOGY PVT.LTD
07.2021 - Current
Bachelor of Arts (B.A) -
Yashwantrao Chavan Maharashtra Open University