RAJESH KUMAR S
Vellore
Summary
ITIL-certified professional with 9+ years in IT operations, specializing in incident, problem, change, and event management. Proven ability to manage P1/P2 incidents, perform root cause analysis, and implement changes effectively. Skilled in ServiceNow, consistently achieving SLA compliance and enhancing service quality through structured RCA. Seeking roles as Major Incident Manager, Problem Manager, Service Delivery Manager, or ITSM Consultant.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Consultant (Major Incident & Problem Manager)
NTT DATA
Bangalore
02.2022 - 09.2023
- Led 150+ P1/P2 incident bridges, coordinating CloudOps, app teams, vendors, and stakeholders to ensure swift resolution, and minimal impact.
- Managed incidents and problems in ServiceNow, ensuring SLA compliance and quality closure.
- Led root cause analysis investigations utilizing Fishbone diagrams, 5 Whys, and timelines; tracked Problem Records.
- Ensured compliance with SLA timelines by monitoring incident progress, escalating blockers, and engaging appropriate resolver groups across time zones.
- Conducted post-incident reviews, documenting RCAs, known errors, and interim fixes in ServiceNow.
- Served as liaison during platform disruptions, facilitating communication and initiating problem resolution.
- Ensured 24/7 operational readiness by managing on-call rotations, coordinating with global support teams, and maintaining clear escalation paths during critical outages.
- Delivered structured and timely incident communications to stakeholders, including initial impact, ongoing status updates, and final resolution summaries, aligned with ITIL best practices.
Product Advisor – Cloud Ops (Internal Movement)
IQVIA
Bangalore
12.2019 - 12.2021
- Led internal movement from traditional IOC to AWS Operations, focused on ITIL-based Incident, Problem, and Event Management practices.
- Managed P1 bridge calls during AWS infrastructure incidents, coordinated resolution via Slack and Teams, and ensured stakeholder updates as per defined SOPs.
- Owned the full lifecycle of incident, problem, and event records in ServiceNow, ensuring SLA compliance, accurate categorization, and timely resolution.
- Correlated AWS infrastructure alerts from CloudWatch and Datadog, performed initial impact analysis, and triggered relevant response actions.
- Authored detailed RCA reports in ServiceNow and Confluence, capturing known errors, workarounds, and preventive measures.
- Conducted trend and pattern analysis of repeated AWS incidents, initiated problem records, and drove root cause elimination in collaboration with engineering teams.
- Maintained and updated the Known Error Database (KEDB), contributing to improved response time, and reduced repeat incidents.
Senior System Engineer / Lead – IOC
IQVIA
Bangalore
06.2016 - 12.2019
- Led a 24/7 Infrastructure Operations team, ensuring smooth handovers, shift reports, and mentoring junior engineers.
- Performed L2 troubleshooting, system health checks, log analysis, and basic configuration for Windows and Linux servers.
- Monitored infrastructure using SolarWinds and Zabbix; triaged alerts, performed impact analysis, and initiated appropriate actions.
- Handled P1/P2 escalations by reaching out to on-call support within defined timelines, and sending stakeholder notifications as per SOPs.
- Processed incident, problem, change, and event management using ServiceNow, following ITIL-aligned workflows.
- Correlated infrastructure alerts across multiple monitoring platforms, and ensured proactive event resolution, reducing major incidents through early detection.
NOC Support Engineer
Wipro Infotech
Bangalore
12.2015 - 06.2016
- Monitored infrastructure performance using SolarWinds, ensuring prompt issue identification and resolution.
- Handled level one diagnostics to maintain operational efficiency across systems.
- Escalated incidents through ServiceNow, facilitating effective communication and resolution processes.
- Supported bridge calls, enhancing collaboration among technical teams during incident management.
- Collaborated with cross-functional teams to troubleshoot and resolve technical challenges efficiently.
- Managed incident and event workflows in ServiceNow by triaging alerts and coordinating responses.
- Created incidents from events to streamline incident management processes and improve response times.
Desktop Support Engineer
Spectrum Exploring Technology
Bangalore
06.2014 - 10.2015
- Delivered user and system support, including remote troubleshooting and device configuration.
- Provided technical support for desktop hardware and software issues.
- Managed user accounts and permissions in Active Directory environment.
Education
M.Tech - Mechatronics Engineering
Vel Tech
01-2014
B.Tech - Mechatronics Engineering
SRM University
01-2012
Higher Secondary -
Vetri Vikas Matriculation HSS
01-2008
Matriculation -
SDA Higher Secondary School
01-2006
Skills
- ITIL v4 and ITSM
- Incident and problem management
- Event management
- P1/P2 incident handling
- Root cause analysis and escalation
- AWS monitoring tools
- Observability solutions
- ServiceNow expertise
- JIRA and Confluence proficiency
- Change and release management
- Knowledge base development
- Shift leadership skills
- Monitoring tools: Zabbix and SolarWinds
- Agile methodologies
- Kanban framework
- RCA documentation practices
- Stakeholder engagement
- SLA compliance management
- AWS Certified Solutions Architect – Associate
Locations
- Bangalore, Chennai, Remote
Certification
- AWS Certified Solutions Architect – Associate
- ITIL v3 Foundation Certified and ITIL v4
- CCNA – Routing and Switching (Cisco ID: CSCO12854818)
09/2023 – Present | Career Break – Medical & Upskilling
After a medical career break, focused on upskilling in IT service management with an emphasis on operational excellence. Currently preparing for ITIL® 4 Intermediate (Create, Deliver, and Support) to deepen expertise in service delivery, incident, problem, and event management. Actively aligning skills with modern ITSM practices to support critical business services and operational stability.
<Enter your own>
Timeline
Consultant (Major Incident & Problem Manager)
NTT DATA
02.2022 - 09.2023
Product Advisor – Cloud Ops (Internal Movement)
IQVIA
12.2019 - 12.2021
Senior System Engineer / Lead – IOC
IQVIA
06.2016 - 12.2019
NOC Support Engineer
Wipro Infotech
12.2015 - 06.2016
Desktop Support Engineer
Spectrum Exploring Technology
06.2014 - 10.2015
M.Tech - Mechatronics Engineering
Vel Tech
B.Tech - Mechatronics Engineering
SRM University
Higher Secondary -
Vetri Vikas Matriculation HSS
Matriculation -
SDA Higher Secondary School
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