Rohit Kumar

Critical Bridge Leadership: Chairs Critical Incident Management technical bridge meetings, bringing together technical experts to synchronize efforts and ensure swift resolution within SLA targets.

Service Control & Governance: Drives governance around incident management, ensuring tickets are opened, escalated, updated, and closed accurately.

ServiceNow Administration: Logs and tracks Critical Incident lifecycles directly within ServiceNow, managing the day-to-day use of incident tools and participating in technology evaluations to optimize workflows.

Executive Communication: Provides accurate and timely communications regarding business impact to executive distribution lists, senior management, and customers.

Problem Management: Facilitates post-incident recovery (PIR) calls and authors Problem cases for Major Incidents to review Root Cause Analysis and aggravating factors with stakeholders.

Change Approval: Gathers information to facilitate the approval process for immediate change requests, evaluating potential production system impacts prior to approval.

Key Accomplishments: Successfully automated MIM communications and PIR processes, and drove process improvements for Service Control (IPC).

High-Severity Incident Management: Managed high-severity issues and Outage Management within ServiceNow, executing precise escalation protocols and ensuring rapid ticket progression.

Crisis Coordination: Initiated and shared management and technical bridge conference calls, coordinating with global teams to restore infrastructure within Service Levels.

Reporting & Documentation: Sent out detailed executive communications and relevant reports to a global audience during and after incident bridges. Created post-incident documentation to assist Problem Management.

Team Leadership: Provided leadership and guidance to coordinators while reviewing lower-severity issues to ensure appropriate support engagement.

Disaster Recovery: Maintained and updated Disaster Recovery documentation to ensure accuracy and compliance.

Key Accomplishments: Awarded the Bravo Certificate and recognized three times in the Hall of Fame for outstanding performance.

Queue Management: Monitored and owned the ServiceNow ticketing queue for employee/candidate queries, driving adherence to defined SLAs.

Process Optimization: Conducted Root Cause Analysis for identified issues, developing corrective and preventive actions to incorporate into team learnings.

SME Leadership: Acted as a Subject Matter Expert (SME), managing complex transactional activities, liaising with client SMEs, and leading team huddles.

Quality Assurance: Updated SOPs with new learnings and performed final audits on processed tickets prior to submission.

Troubleshot Dell computers for premium support customers, maintaining relationships and producing status reports.

Key Accomplishment: Awarded for Best Performance in Dell Services.

Senior Technical Support Engineer

Promoted to SME and Escalation point for Apple Mac/iPod support; managed UK queue SLAs and conducted training on Airport devices.

Key Accomplishment: Awarded for Best Performance and high CSAT; attended Leadership training.

• Troubleshot AOL dial-up connections and Windows applications, monitoring systems and configuring hardware.

Key Accomplishment: Awarded for Best Performance in Aegis.