Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rishabh Shukla

Kanpur

Summary

Ability to do work in any environment Excellent Organizational skills & Team player INCIDENT MANAGER CAREER OBJECTIVE To work in learning and challenging environment of my interest, utilizing my skills and knowledge to the best of my abilities and contribute positively towards the growth of the organization. I have always been good in leading tasks and representation from the school life. Professional in incident management with history of effectively overseeing and resolving high-priority issues. Known for strong focus on collaborative efforts and achieving results while adapting to changing needs. Skilled in root cause analysis, incident documentation, and stakeholder communication.

Overview

6
6
years of professional experience

Work History

Incident Manager

Bold Technologies
09.2023 - Current
  • Working on tools like JIRA, Pingdom, New Relic, Monitoring Dashboard, SEQ
  • Working as a Change Manager as well
  • Monitoring 5-6 mailboxes of different portals so that an incident does not gets missed
  • Handling responsibilities like Change Management, Root Cause Analysis, and Problem Management
  • Identification, investigation, and resolution of IT and Security incidents within SLA
  • Communicate with respective teams during major incidents, ensuring transparency and timely updates
  • Validation of all major incidents to determine impact on business operations and IT services
  • Manage the incident call to ensure updates are provided timely and key details are communicated accordingly
  • Ensuring that the correct technical or business resources are engaged to work on the resolution for all major incidents and identifying when escalations are required to ensure timely resolution of all incidents
  • Acting as a central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines
  • Ensuring accurate documentation of incidents, including root cause analysis (RCA) follow up and post-incident reports
  • Provide 24/7 support for incident response and maintain escalation procedures to ensure critical incidents receive appropriate attention.

Incident Manager

Capgemini
02.2022 - 09.2023
  • Addresses and resolves incidents (P1/P2) and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
  • Worked on tools like ADUC, Service Now, and SCCM, Nagios network, Nagios server, Nagios Azure, Alert site, Appworx, Salesforce
  • Collaborating with IT, Security, and cross-functional teams to ensure effective incident resolution and service recovery
  • Timely and accurate monitoring of incidents and escalate issues to appropriate teams to ensure SLAs are met
  • Lead the incident bridge to ensure they the issue gets resolved on priority basis
  • Ensuring incidents are effectively triaged, escalated, and resolved in a timely manner
  • Helped new members to work in a proper and efficient manner.

ANALYST

Capgemini
01.2020 - 02.2022
  • Worked in the Back Office Support Team for the project ROYAL BANK OF CANADA which includes;
  • To provide over-the-call, chat and email support to the end users within affected standard time
  • Escalating the support desk ticket to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
  • Provide input, recreate, and identify unique or reoccurring issue
  • Answer question about installation, operation, configuration, and performance of software
  • Worked in the Technology Support team for the project Royal Bank of Canada to provide support over the call, chat & email
  • An Associate 2020, then got promoted to Analyst in Jan 2021 and Sr
  • Analyst in Jan 2022

Education

Bachelor Of Computer Applications -

Chhatrapati Shahu Ji Maharah Uniersity
Kanpur

Skills

  • Incident management
  • Emergency response
  • Root-cause analysis
  • ITIL framework
  • Service management
  • Change management
  • Problem-solving
  • Team engagement
  • Interpersonal and written communication
  • ITIL V4 Certified
  • Quality assurance
  • Data analysis
  • Effective communication

Timeline

Incident Manager

Bold Technologies
09.2023 - Current

Incident Manager

Capgemini
02.2022 - 09.2023

ANALYST

Capgemini
01.2020 - 02.2022

Bachelor Of Computer Applications -

Chhatrapati Shahu Ji Maharah Uniersity

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Rishabh Shukla