Punith Lokur

Dedicated and results-driven professional with extensive experience in major incident management and escalation management. Proven track record of effectively managing critical incidents, coordinating cross functional teams, and resolving complex technical issues within demanding and high-pressure environments. Possesses excellent communication and leadership skills, capable of driving incident response, ensuring customer satisfaction, and maintaining business continuity. Adept at developing and implementing incident management processes, identifying areas for improvement, and driving continuous service improvement initiatives. Strong ability to build relationships with stakeholders, manage escalations, and provide strategic guidance to ensure effective incident resolution. Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

• Customer Relationship Manager, Allegis, Bengaluru, 02/01/22, 08/01/23, Spearheaded major incident handling for Azure cloud services, driving incident resolution in alignment with SLAs., Coordinated response efforts with global teams, ensuring efficient and effective communication., Developed incident management processes and best practices, streamlining the resolution workflow., Conducted post-incident reviews to identify root causes and implement preventative measures., Collaborated with Azure engineering teams to implement service improvements based on incident learnings and customer feedback., Led incident simulations and tabletop exercises to enhance team readiness and response capabilities., Acted as a point of contact for executive communication during critical incidents, providing clear and concise updates., Mentored and trained new team members, fostering a culture of continuous learning and growth., Contributed to the development of incident management tools and automation to enhance operational efficiency., Received recognition for outstanding performance in resolving high-impact incidents and minimizing customer impact., Demonstrated a strong understanding of Azure infrastructure, services, and cloud architecture.
• Escalation Manager, Twilio World Office, Bengaluru, 07/01/21, 01/01/22, Project managed top escalations, working cross-functionally and engaging key stakeholders for effective communication and resolution., Led the "tiger team" to unblock customers and prioritize critical escalations during Support Escalation On-call rotation., Drove major outage events and served as the escalation point for incident responses and communications., Conducted regular incident review meetings, tracked and improved key metrics for incident quality and efficiency, and identified areas for process improvements., Acted as the customer advocate, partnering with CSM, TAM, and AE on post-mortem discussions to champion feedback and improvements to Product and Engineering., Developed and maintained unified escalation processes to reduce resolution time on business-critical escalations., Provided technical and soft-skills mentoring to Support Engineers.
• Enterprise Incident Manager, FIS Global Business Solutions, Bengaluru, 12/01/19, 07/01/21, Managed computing environment to protect production systems critical to business success., Served as the focal point for incident review and escalation when necessary., Supported a 24x7 computer operations environment, meeting all service level agreements and availability targets., Collaborated with various levels of management across multiple product lines., Demonstrated expertise in ITIL framework, Change and Problem Management processes, and best practices in the IT industry.
• Enterprise Incident Manager, FIS Global Business Solutions India Private Ltd., Bangalore, 12/01/19, 07/01/21, Led incident management operations, utilizing Splunk for log analysis and event correlation., Managed critical incidents end-to-end, ensuring swift resolution and minimizing downtime., Collaborated with IT teams and stakeholders to prioritize and address high-impact incidents., Implemented proactive measures to enhance incident response efficiency and reduce recurrence., Developed custom Splunk dashboards and alerts to monitor system health and detect anomalies in real-time., Established and maintained documentation for incident response procedures and knowledge base., Proactively identified potential security threats and vulnerabilities through Splunk's threat intelligence and anomaly detection capabilities., Collaborated with security teams to perform incident forensic analysis using Splunk to identify the scope and impact of security breaches., Provided data-driven insights and reports to upper management to enhance decision-making and resource allocation., Managed the computing environment to ensure the protection of critical production systems, ensuring business continuity and success., Implemented proactive measures to enhance incident response efficiency and reduce recurrence., Acted as the central point of contact for incident review and escalated issues when necessary, ensuring timely resolution and minimizing impact on operations., Engaged with various levels of management daily, collaborating cross-functionally to drive incident resolution and improve operational efficiency., Demonstrated a strong understanding of ITIL framework, effectively utilizing Incident Management processes as inputs into Change and Problem Management.
• Customer Relationship Manager, Microsoft, Bengaluru, 02/01/18, 08/01/19, Addressed high-priority customer escalations, including critical and high-visibility problems impacting strategic Premier customers and partners., Participated in 24x7 coverage schedule, providing timely, reliable, and high-quality response to complex customer escalations., Provided mentor assistance to Premier and CSS regarding the CritSit process, ensuring successful execution., Interfaced with various departments within the customer and partner organizations to drive resolution, up to the executive level., Expanded internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically sensitive incidents.
• Incident Manager, Microsoft, Bengaluru, 01/01/15, 12/01/17, Effectively communicated IT events and incidents to key lines of business in collaboration with Business Relationship Management., Worked with the Problem Management team for analysis on Known Errors and recurring events., Maintained policies for standardized methods and best practices utilization., Facilitated the resolution of high-severity outages impacting IT infrastructure.
• Incident Duty Manager, Convergys India Pvt Ltd Services, Bangalore, 12/01/10, 01/01/15, Managed communications, records, and data., Liaised with supervisors, team leaders, and third parties for issue resolution., Coordinated staff recruitment and conducted training sessions., Reviewed staff performance and identified training needs.
• SME / Escalation Engineer, Provided escalated call support and documented resolutions., Conducted cause analysis, trending, and reporting., Updated technical documentation and communicated issues to support teams.
• Quality Analyst, Monitored calls for adherence to protocols., Analyzed voice quality and product knowledge., Ensured quality standards and provided feedback.
• Technical Point of Contact (TPOC), Accenture, Bengaluru, 07/01/09, 07/01/10, Sectionalized and resolved network problems, including access routers within AT&T Dedicated IP Services., Troubleshot logical problems and router configurations within AT&T Dedicated IP Services., Provided proactive outage notification and resolved performance issues for AT&T Managed Internet Service connection.

ITIL V3

• Improved customer satisfaction ratings by 98% by being proactive and keep up the commitment to get the issue resolved.