Rahul Verma
Technical Specialist
New Delhi
Summary
Dynamic Major Incident Manager with over 13 years of experience driving operational excellence and service delivery in high-pressure IT environments. Proven expertise in ITIL methodologies, critical incident management, and fostering cross-team collaboration to achieve strategic objectives. Skilled in leading crisis bridges, ensuring adherence to SLAs, and implementing continuous improvement initiatives that enhance performance and elevate customer satisfaction. Committed to leveraging a results-oriented approach to navigate complex challenges and deliver exceptional service outcomes.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Technical Specialist
HCL
Noida
09.2023 - Current
- Managing P1 and P2 incidents by driving swift resolution and aligning remediation efforts with ITIL processes.
- Leading multiple technical bridges simultaneously, while coordinating updates, and ensuring clear stakeholder communication.
- Governing the Higher Level Outages (HLO), restoring the services end-to-end with SLA, and initiating a request for providing RCA.
- Collaborating with clients, vendors, and cross-functional teams to expedite escalations and prevent SLA breaches.
- Working as a dedicated Major Incident Manager for one of our funded customers.
- Preparing and documenting RCA reports with technical teams, and ensuring accuracy in incident closure practices.
- Evaluated root cause analysis results to identify trends and implement proactive measures for future prevention.
- Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process.
Service Management Analyst
Coforge
Greater Noida
06.2022 - 06.2023
- Technical restoration bridge for infrastructure, application, and other major services catered to by Ameriprise teams and its vendors.
- Chairing the daily post-review call of Priority 1 incidents.
Record and classify received incidents, and undertake an immediate effort to restore a failed IT service as quickly as possible. - Regular communication updates to the customer, end users, and other stakeholders during the entire incident management cycle.
- Verify resolution with users, and resolve incidents in the ITSM tool (ServiceNow).
- Carrying out Service Management Process Audits and ensuring that the Infra delivery adheres to ITIL-defined Service Management Methodology and Processes.
- Queue depth analysis: Monthly analysis of all the tracks to the management, and identify potential improvements to service.
- Coordinating with functional teams for RCA and problem resolution.
- Driving and chairing weekly internal and external RCA review meetings.
Lead Appplication Support
RateGain
Noida
09.2019 - 03.2022
- At RateGain, we provide B2B solutions.
- Managed and deployed servers, built and maintained server monitors.
- Composed, reviewed, and implemented changes to servers and network infrastructure, adhering to Change Management.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with Major Incident Managers to resolve P1/P2 outages, ensuring 24/7 client reservation system availability for clients like Marriott, Hilton, and Best Western.
- Designed training programs, KB articles, and SOPs, improving operational efficiency.
- Improved CSAT scores by 35%.
Buisness IT Analyst
Onicra Credit Information Company
Noida, India
02.2019 - 07.2019
- Managed high-priority incidents, facilitated bridge calls, and coordinated with global IT teams.
- Ensured SLA compliance, reducing escalation rates significantly.
- Recognized for initiative in incident closure, and consistent CSAT performance.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
IT Operations Analyst
HCL Technologies
Noida, India
10.2013 - 02.2019
- Documentation and Collaboration: Developed comprehensive IT procedures and policies to enhance team collaboration.
- Infrastructure and Virtualization: Implemented virtualization technologies for server consolidation and infrastructure efficiency.
- Operations and Monitoring: Optimized incident management and monitoring processes to minimize turnaround time.
- Strategic Planning: Informed decision-making by maintaining expertise in industry trends, and emerging technologies.
- Advanced Technical Support: Resolved escalated Windows and Mac issues, and provided specialized support for complex technical problems.
- Systems Configuration: Managed Outlook configuration, and provided cross-platform hardware and network connectivity support.
- Customer Experience: Identified client needs, and implemented measures to maximize satisfaction levels.
- Leadership & Training: Led the onboarding and training of junior technical support specialists.
- Service Management: Managed service operations and first-line support to ensure high-quality delivery.
- Conducted routine audits of physical security measures, maintaining a secure environment for sensitive information.
- Managed several successful hardware installations and decommissions, ensuring that projects were completed on time and within budgetary constraints.
- Maintained a high level of availability for all systems by addressing incidents quickly through effective root cause analysis and incident management processes.
- Assessed vendor proposals for new hardware/software purchases, providing insightful input based on technical expertise and operational needs.
- Increased accuracy of mainframe documentation, ensuring proper record-keeping for future reference and troubleshooting purposes.
Technical Support Engineer
Wipro Technologies
Greater Noida, India
03.2011 - 08.2013
- Provided L1/L2 support for broadband, IPTV, and email services to UK customers.
- Trained new hires as subject matter experts, and promoted them to higher-level support roles.
- Maintained 100% CSAT scores, and recognized as the best agent for multiple months.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Earned recognition from management for consistently delivering exceptional service quality.
Education
Bachelor of Arts -
Delhi University
New Delhi, India01.2010
Intermediate - Arts
Guru Harkrishan Public School
New Delhi, India01.2007
Matriculation -
St. Joseph's Academy
New Delhi, India01-2005
Skills
Incident & Crisis Management
ITIL Framework
Stakeholder Communication
Root Cause Analysis
Service-Level Agreement (SLA) Compliance
Interests
Photography, Motorcycling, Travelling
Timeline
Technical Specialist
HCL
09.2023 - Current
Service Management Analyst
Coforge
06.2022 - 06.2023
Lead Appplication Support
RateGain
09.2019 - 03.2022
Buisness IT Analyst
Onicra Credit Information Company
02.2019 - 07.2019
IT Operations Analyst
HCL Technologies
10.2013 - 02.2019
Technical Support Engineer
Wipro Technologies
03.2011 - 08.2013
Bachelor of Arts -
Delhi University
Intermediate - Arts
Guru Harkrishan Public School
Matriculation -
St. Joseph's Academy