Hi, I’m
Rakesh KA
Bangalore
Summary
Highly experienced Major Incident Manager with over 7.8 years in IT service management and cloud support. Proven track record in effectively managing critical incidents, optimizing resolution times, and leading cross-functional teams in fast-paced environments. Skilled in utilizing ServiceNow, Jira, ITIL best practices, and cloud technologies such as AWS and Azure. Acknowledged for exceptional communication skills, adept stakeholder management, and proactive approach to problem-solving, resulting in decreased downtime and enhanced service delivery.
Overview
9
years of professional experience
1
Certification
Work History
Cognizant Technology Solutions (Project 2)
Sr. Systems Engineer (Chang & Incident Manager)
06.2017 - 03.2020
Job overview
- Oversee and coordinate the entire change management process, ensuring alignment with ITIL best practices for smooth, efficient transitions
- Manage change requests, approvals, and documentation to minimize business disruption and ensure proper communication to all stakeholders
- Initiate and lead Change Advisory Board (CAB) meetings with technical teams and leads to review and approve changes
- Facilitate emergency and expedited changes, ensuring swift resolution while maintaining proper controls and approvals
- Track and report on change performance, identifying areas for improvement and ensuring continuous optimization of change management practices
- Monitored ServiceNow dashboards, managing major incidents and associated child incidents
- Maintain clear communication with stakeholders, providing timely updates on incident status and resolution efforts
- Proactively identify and mitigate risks associated with potential incident escalations
- Engage with management during high-severity incidents to provide updates and recommend strategic actions for resolution
- Participate in post-incident reviews to evaluate processes and recommend improvements
- Organized weekly Major Incident Management meetings to discuss process-related topics and address any team concerns
Cognizant Technology Solutions (Project 1)
Sr. Systems Engineer (Major Incident Manager)
06.2016 - 03.2020
Job overview
- Coordinated P2 and P3 incidents, ensuring timely resolution and communication across all teams
- Led bridge calls with technical teams and stakeholders to ensure collaboration and fast incident resolution
- Maintain clear communication with stakeholders, providing timely updates on incident status and resolution efforts
- Proactively identify and mitigate risks associated with potential incident escalations
- Engage with management during high-severity incidents to provide updates and recommend strategic actions for resolution
- Participate in post-incident reviews to evaluate processes and recommend improvements
- Organized Retrospective Major incident review meetings to identify preventative actions after major incidents
Accenture India
App/Cloud Support Specialist – CL 9 (Major Incident Manager)
07.2024 - 02.2025
Job overview
- Lead the resolution of critical incidents (P1, P2), ensuring rapid resolution and adherence to ITIL best practices
- Engaged with technical teams to drive initial resolution efforts and collaborated with leadership during Major Incident bridge calls to provide timely updates and recommend strategic actions for resolution
- Utilize ServiceNow to manage and track incident escalations, resolution timelines, and incident lifecycle
- Maintain clear communication with stakeholders, providing timely updates on incident status and resolution efforts
- Proactively identify and mitigate risks associated with potential incident escalations
- Led 'Ready for Business' calls, effectively gathering and organizing all necessary data to ensure successful call execution and decision-making
- Led Retrospective and Major Incident Review meetings, driving post-incident analysis and ensuring continuous improvement through comprehensive reviews and action plan development
- Facilitated Major Incident Management - Weekly Operations Review meetings, overseeing incident response performance, identifying trends, and implementing corrective actions to optimize operational efficiency
- Participate in post-incident reviews to evaluate processes and recommend improvements
Mphasis Limited
Lead Infrastructure Engineer (Major Incident Manager)
03.2022 - 07.2024
Job overview
- Led the response to critical incidents (P1, P2, P3), ensuring effective coordination and swift resolution
- Monitored ServiceNow dashboards, managing major incidents and associated child incidents
- Facilitated crisis management bridge calls with technical teams, customers, and stakeholders during high-priority incidents
- Managed real-time email and SMS notifications for critical incidents, ensuring stakeholders are informed
- Engaged with senior leadership during major incidents, driving visibility and timely decision-making
- Developed comprehensive post-incident reports and maintained clear documentation throughout the incident lifecycle
- Organized Retrospective Major incident review meetings to identify preventative actions after major incidents
- Organized weekly Major Incident Management meetings to discuss process-related topics and address any team concerns
Cognizant Technology Solutions (Project 3)
Sr. Systems Engineer (Major Incident Manager)
03.2020 - 02.2022
Job overview
- Coordinated cross-functional bridge calls for high, critical, and medium-priority incidents like P1, P2, P3
- Used Jira and ServiceNow for ticket creation and management across various severity levels, ensuring prompt incident handling
- Provided team training, enhancing operational efficiency by equipping new team members with tools and access
- Monitored ServiceNow dashboards, managing major incidents and associated child incidents
- Facilitated crisis management bridge calls with technical teams, customers, and stakeholders during high-priority incidents
- Organized Retrospective Major incident review meetings to identify preventative actions after major incidents
- Organized weekly Major Incident Management meetings to discuss process-related topics and address any team concerns
Education
Bangalore University
Bachelor of Commerce
01.2013
Skills
- Critical Incident Management
- Major Incident Manager
- Major Incident Management
- Incident Management
- ITIL
- ITSM
- Change Management
- ServiceNow
- Jira
- SolarWinds
- SAP FICO
- AWS Fundamentals
- Microsoft Azure
- SAP Finance & Costing
- MS Office Suite (Excel, PowerPoint, Word)
Certification
- AWS Fundamentals
- Microsoft Azure Fundamentals and Cloud Computing Basics
- Creating a Respectful Workplace
- Stress Management and Resilience
- ITIL V4 Foundation
Accomplishments
- Hall of Fame Award: Recognized for exceptional service delivery and commitment to quality.
- Quality Improvement Initiatives: Actively contributed to process improvements within incident management.
- Leadership Recognition and Client Appreciation: Led teams to achieve service excellence, resulting in client satisfaction and increased performance.
Languages
English
Kannada
Tamil
Telugu
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge.
Timeline
App/Cloud Support Specialist – CL 9 (Major Incident Manager)
Accenture India
07.2024 - 02.2025
Lead Infrastructure Engineer (Major Incident Manager)
Mphasis Limited
03.2022 - 07.2024
Sr. Systems Engineer (Major Incident Manager)
Cognizant Technology Solutions (Project 3)
03.2020 - 02.2022
Sr. Systems Engineer (Chang & Incident Manager)
Cognizant Technology Solutions (Project 2)
06.2017 - 03.2020
Sr. Systems Engineer (Major Incident Manager)
Cognizant Technology Solutions (Project 1)
06.2016 - 03.2020
Bangalore University
Bachelor of Commerce
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