Rajat Shukla
Ajmer
Summary
I am a professional with over 5.2 years of extensive experience in IT support, KPO, and BPO sectors. Currently seeking new opportunities as a Major Incident Manager. Proficient in delivering high-quality support and managing critical incidents to ensure minimal business impact. Skilled in implementing effective IT solutions and providing exceptional customer service. Adept at leading teams and collaborating across departments to achieve organizational goals. Eager to leverage my skills and expertise in a dynamic work environment where I can contribute towards driving operational excellence and delivering top-notch incident management services.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Associate, Critical Incident Manager
Majesco Software and Solutions India Pvt. Ltd.
Mumbai
02.2022 - 09.2023
- Maintaining the 350+ accounts, particularly related to insurance, and leading the onshore and offshore teams
- To make the RCA statuses summary of whatever we received from the project team
- To maintain the sev1 reporting on Excel by presenting in the pivot table by sorting out the duplicates from SNOW
- To monitor and take care of all the Sev1s incidents.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
Service Desk Analyst
SCORG International Consulting Pvt. Ltd.
Pune
09.2021 - 11.2021
- Efficient in handling metric definitions and Service management
- Set deadlines, assign responsibilities, monitor and summarize the progress of the Incidents
- Prepare & publish reports for Management
- Assign and prioritize work to the Incident Manager
- Monitor and track the performance of service desk analysts
- Provide support and guidance to service desk analysts
- Identify and implement process improvements.
Exam Proctor (TCS Proctoring) Internship
Awign Enterprises - (Part-Time) Freelancing
Ajmer
10.2020 - 06.2021
- To proctor the candidates online who are writing their exams also need to check the candidates whether he or she is doing malpractice or not via online
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
Executive
Satguru Overseas
Ajmer
01.2020 - 09.2020
- Accountable for all aspects of ticketing engagement with customers and key internal stakeholders
- Responsible for metrics such as CSAT and support request average time to resolution
- Implement processes, systems, and technology to support and enhance the technical support function including workflow, incident, and problem management
- Communicate with all levels of management regarding P1 and P2 incidents
- Incident management and problem resolution.
Process Executive
Vodafone
Ahmedabad
05.2018 - 10.2018
- Ensures clear communication is provided to affected teams and senior leadership during Critical Incidents
- Manages and tracks Incidents to resolution and ensures a clean handoff to appropriate teams or groups
- Detect and record incidents and prioritize based on impact and urgency. Standardize global critical event notification, escalation, process, and procedures
- Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalate to the correct teams and leaders as required
- Providing business-focused updates hourly to include technical details and internal/external Client impact in clear and simple terms
- Create Post Incident Reports with Direct Cause, Root Cause, and timelines documented.
Process Associate
Genpact
Jaipur
07.2015 - 09.2016
- Being part of a Global Incident Management shift pattern to ensure 24x7 coverage
- Take full responsibility for major incident management from initiation until an acceptable IT workaround is in place
- Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team providing overall management and oversight of these calls through to a timely resolution, and managing any outstanding actions
- Work closely with technical teams, the Operations Command Center, the Service Desk, and other Incident Teams to ensure effective identification of incidents
- High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents.
Education
M.Com -
Dayanand College
Ajmer, IndiaB.Com -
Government College, Ajmer
01.2010
12th -
CBSE, English
01.2006
10th -
CBSE, English
01.2004
Skills
- ITIL
- Service Desk Management
- Case Management
- Major Incident Management
- Problem Management
- Escalation Management
- Problem-Solving
- Relationship Management
- Root Cause Analysis
- Claims Management
Accomplishments
Your Next Now Award: For displaying outstanding leadership qualities, intelligent risk-taking, and forward-thinking at Majesco.
Majesco Mountaineer Award: For impressive individual accomplishments creations and performance at Majesco.
Dream Team Award: For celebrating the successful synergy of teamwork at Majesco.
Silver Award: For Q4 2016 of the Year-End Closing at Genpact.
Bronze Award: For Q4 2015 of the Year-End Closing at Genpact.
Team Silver Award: For Q1 2016 of the Year Opening at Genpact.
Certification
Currently pursuing GCP, AWS and MS-Azure(305)
ITIL V4 Foundation Certified Course.
Certified in Computer Technoloogy (CIT), NIIT, Ajmer
Certified in RS-CIT Course. VMOU, Kota.
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Associate, Critical Incident Manager
Majesco Software and Solutions India Pvt. Ltd.
02.2022 - 09.2023
Service Desk Analyst
SCORG International Consulting Pvt. Ltd.
09.2021 - 11.2021
Exam Proctor (TCS Proctoring) Internship
Awign Enterprises - (Part-Time) Freelancing
10.2020 - 06.2021
Executive
Satguru Overseas
01.2020 - 09.2020
Process Executive
Vodafone
05.2018 - 10.2018
Process Associate
Genpact
07.2015 - 09.2016
M.Com -
Dayanand College
B.Com -
Government College, Ajmer
12th -
CBSE, English
10th -
CBSE, English