Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Open To Work

Ramkumar Rajaram

DXC Technology
Salem,TN

Work Preference

Job Search Status:

Open to work

Location Preference

HybridRemoteOn-Site

Location:

Bengaluru, KAHyderabad, TGChennai, TNKochi, KLMysore, KA

Open to relocation:

Yes

Important To Me

Work-life balanceCompany CultureWork from home optionCareer advancementFlexible work hoursHealthcare benefitsTeam Building / Company RetreatsStock Options / Equity / Profit Sharing

Summary

Dynamic Incident Lifecycle Coordinator at DXC Technology with expertise in ServiceNow and a proven track record in rapid service restoration for high-priority IT incidents. Adept at leading cross-functional teams and driving continuous improvement, I excel in stakeholder communication and problem-solving, ensuring business continuity and enhanced operational efficiency.

1
Certificate
5
Years of experience

Work History

Major Incident Manager

1 Year 3 Months
DXC Technology | Bengaluru, Karnataka | 07.2025 - Current
  • Manage P1/P2 major incidents from declaration through service restoration, assessing business impact, urgency, severity, and priority.
  • Lead bridge calls and war rooms, coordinating application, infrastructure, network, database, cloud, security, middleware, vendor, and service-owner teams.
  • Drive rapid issue isolation, workaround execution, escalation, and recovery, ensuring clear ownership and accountability for technical actions.
  • Provide structured business and management communications, maintaining stakeholders with timely updates on impact, progress, risks, and recovery.
  • Manage SLA/OLA adherence, escalations, priority changes, and emergency changes required for service restoration.
  • Conduct Major Incident Reviews, document timelines and lessons learned, and drive root-cause/problem-management follow-up.
  • Apply ITIL, ServiceNow, incident management, stakeholder management, analytical problem-solving, and leadership skills to improve service reliability and operational efficiency.

Subject Matter Expert

2 Years
DXC Technology | Bengaluru, Karnataka | 07.2023 - 07.2025
  • Provided technical guidance and live troubleshooting support to L1/L2 agents for complex incidents, escalations, and critical user issues.
  • Supported Windows, Citrix, Active Directory, Azure AD, Microsoft 365/O365, MFA, VPN, RDS, shared drives, printers/print servers, and TC75 devices.
  • Troubleshot infrastructure and application issues including network connectivity, depot systems, printer services, SHARP reporting, DLX, SAP, and Blue Yonder.
  • Managed ServiceNow incidents, including ticket classification, prioritization, escalation, SLA tracking, workflow management, reporting, and follow-up.
  • Performed Microsoft 365 administration activities including user account management, password resets, access-related tasks, and retention updates.
  • Monitored SLA, AHT, quality, and productivity metrics, identifying process gaps and supporting continuous improvement initiatives.
  • Delivered training, onboarding, knowledge transfer, and troubleshooting guidance to new and existing L1/L2 support teams; maintained knowledge-base documentation.
  • Coordinated with client infrastructure, application, and development teams to resolve incidents, explore automation opportunities, support operational reporting, and provide client updates.

Technical Support Engineer

1 Year 2 Months
DXC Technology | Bengaluru | 04.2022 - 06.2023
  • Provided remote and phone-based technical support for hardware, software, applications, connectivity, account access, VPN, Outlook, printers, and client-specific applications.
  • Diagnosed and resolved end-user issues using remote access tools and RDS, including application installation, configuration, and troubleshooting.
  • Created and managed ServiceNow incidents, applying appropriate severity, categorization, prioritization, documentation, and support procedures.
  • Troubleshot and resolved VPN, Outlook, printer drivers, password/account access, connectivity, and application-related issues, ensuring timely service restoration.
  • Escalated complex incidents to L2 and L3/technical teams with comprehensive troubleshooting notes, impact details, and structured handoffs.

Education

Bachelor of Science - Electronics & Communication Engineering

Gnanamani College of Technology | Namakkal | 05-2017

Skills

ServiceNow (SNOW)
Microsoft 365 / O365 Administration
Windows
Citrix AD
Azure Active Directory (Azure AD)
MFA
Networking & VPN
RDS
IT Support & Troubleshooting
Application Support
Incident Management
Change Management
SLA Tracking
L1/L2 SME Support
Infrastructure Support
Print Server Management
Printer Support
Shared Drives
TC75 Devices
Quality assurance
Technical Documentation
Training & Knowledge Transfer
Client Management
Process Improvement
Reporting & Analytics
Automation Opportunity Identification
Root-Cause Analysis
Problem Solving
Critical Thinking
Decision-Making
Team Leadership
Team Collaboration
Team Leadership

Accomplishments

  • Collaborators' award: H1, H2, H3
  • Top performer award: Q2, Q3 since 2023

Certification

  • Microsoft AZ900

Timeline

Major Incident Manager
DXC Technology
07.2025 - Current
Subject Matter Expert
DXC Technology
07.2023 - 07.2025
Technical Support Engineer
DXC Technology
04.2022 - 06.2023
Gnanamani College of Technology
Bachelor of Science from Electronics & Communication Engineering

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Ramkumar Rajaram