Rakesh Kumar
Asansol
Summary
Results-oriented IT professional with a proven track record in Major Incident Management and Problem Management. Expertise in leading high-impact technical teams, resolving critical incidents, and implementing effective solutions. Seeking to contribute strategic problem-solving skills and extensive incident management experience to a challenging role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Major Incident Manager
InterraIT
07.2023 - Current
- Spearheading major incident responses, ensuring rapid resolution and minimal business impact.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
- Recruited, trained and supervised IT department staff.
- Collaborated with involved team members to complete post-incident assessments.
- Produced documents, spreadsheets, reports and tracking structures.
Major Incident Manager
Datacore Technologies
Kolkata
05.2022 - 07.2023
- Orchestrated major incident response strategies, consistently meeting or exceeding SLA targets.
- Facilitated discussions between various stakeholders regarding strategies for resolving major incidents quickly and efficiently.
- Acted as an escalation point for unresolved or difficult major incidents.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
- Recruited, trained and supervised IT department staff.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
Technical Lead
Wipro
Hyderabad
12.2016 - 04.2022
- Led technical teams with a focus on Major Incident and Problem Management.
- Implemented and optimized change management processes to minimize incidents.
- Assisted in developing training programs for staff on how to respond effectively when dealing with major incidents.
- Acted as an escalation point for unresolved or difficult major incidents.
- Examined metrics and prepared IT project progress reports.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Organized client meetings to provide project updates.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Maintained positive working relationship with fellow staff and management.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Troubleshot and updated client software and applications.
Education
Master of Business Administration - Human Resources Management
Amity University Online
12-2023
B.Tech - Electrical, Electronics Engineering Technologies
Dr. A. P. J. Abdul Kalam Technical University
04-2016
Class 12th (CBSE) -
D.V. Boys
07-2011
Class 10th (ICSE) -
St. Josephs' Convent High School
06-2008
Skills
- Major Incident and Problem Management
- ITIL V4 Framework
- Change Management and Root Cause Analysis
- AD User Account Management
- VPN Configuration and Backup/Restore
- Microsoft Office 365 Troubleshooting
- ServiceNow Incident Management
- Service Desk Plus and AD Plus Tools
- Client Management and Mentoring
- Cloud Computing (Currently Learning)
- ServiceNow
- Service Desk Plus
- AD Plus
- Zabix
- Citrix
- SCCM
- Active Directory
- Windows OS
- Proofpoint
- Pagerduty
- MS Excel
Certification
Aon Hewitt FLM Certification
Professional Highlights
- Pioneered major incident response strategies resulting in consistently high client satisfaction.
- Recognized for outstanding performance in problem resolution and exceeding SLA targets.
- Implemented process improvements at Wipro, resulting in a significant reduction in recurring incidents.
Accomplishments
KalamInterraIT
- Recognized as the best performer for being a consistent performer in quality. CSAT, Productivity and FCR within first 3 months of joining the process
- Recognized as 'Shining Star for SD' for FCR
- Received an ENU award on behalf of Wipro for Excellence for collaborative approach. Performance and best results from customers
- Recognized by the client and Project Lead also received couple of client appreciation emails and calls for consistency
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Major Incident Manager
InterraIT
07.2023 - Current
Major Incident Manager
Datacore Technologies
05.2022 - 07.2023
Technical Lead
Wipro
12.2016 - 04.2022
Master of Business Administration - Human Resources Management
Amity University Online
B.Tech - Electrical, Electronics Engineering Technologies
Dr. A. P. J. Abdul Kalam Technical University
Class 12th (CBSE) -
D.V. Boys
Class 10th (ICSE) -
St. Josephs' Convent High School
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