Rishikiran Dhinakar
ITSM Cross Skilled Professional
Summary
Highly motivated ITSM professional with 7+ years of hands-on experience in incident, problem, and change management across cloud-based infrastructures. Proven ability to lead real-time recovery efforts, streamline post-incident processes, and align cross-functional teams through clear stakeholder communication. Known for reducing MTTR, improving problem resolution timelines, enforcing SLA adherence, and driving continuous improvement across the incident lifecycle.
Overview
7
7
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Engineer 3 – Incident/Problem/Change Management
Comcast India Engineering Center LLP
05.2023 - Current
- Led high-severity incident bridges impacting international OTT platforms such as Peacock, Sky Showtime, and Showmax.
- Coordinated across engineering, application, and security teams to ensure rapid recovery from global outages.
- Conducted detailed post-incident reviews (PIRs) and implemented corrective measures to enhance system resilience.
- Actively handled Change Management, including risk assessment, implementation coordination, and hosting CAB calls for high-impact production changes.
Engineer - Major Incident Management
Verizon India (via Infinite Computer Solutions)
03.2022 - 05.2023
- Chaired major incident calls impacting cloud infrastructure and enterprise services.
- Managed communication with global leadership, providing actionable insights on ongoing incidents.
- Developed and implemented escalation protocols that enhanced incident response efficiency.
- Collaborated with IT, security, and business units to resolve incidents and improve overall incident management processes.
Associate Consultant (Incident/Problem Management)
T-Systems ICT India Pvt Ltd
12.2018 - 03.2022
- Supported enterprise clients (Shell & Panasonic) by identifying recurring issues and conducting root cause analysis.
- Led change management workstreams with structured methodologies and ensured process compliance.
- Trained and mentored incident response teams on best practices in incident handling and escalation.
- Monitored ticketing queues and ensured adherence to service level agreements (SLAs).
Education
Bachelor of Engineering - Mechanical Engineering
P.R Engineering College
Thanjavur, India 05.2001 -
Skills
Cloud & Infra: AWS, Azure
Certification
ITIL® 4 Foundation
Timeline
BlackRock Level 1 (IT Operations)
07-2024
ITIL® 4 Foundation
05-2024
Engineer 3 – Incident/Problem/Change Management
Comcast India Engineering Center LLP
05.2023 - Current
Lean Six Sigma White Belt Certification
11-2022
Engineer - Major Incident Management
Verizon India (via Infinite Computer Solutions)
03.2022 - 05.2023
Google IT Support Professional
09-2021
Microsoft Certified: Azure Fundamentals
03-2021
Associate Consultant (Incident/Problem Management)
T-Systems ICT India Pvt Ltd
12.2018 - 03.2022
Bachelor of Engineering - Mechanical Engineering
P.R Engineering College
05.2001 -
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