Rohit Verma
Bengaluru
Summary
ITIL-certified professional with over 8 years of experience in IT Service Management, specializing in Major Incident Management, Problem Management, Service Delivery, and Client Servicing. Proven expertise in managing end-to-end incident life cycles, driving SLA adherence, and delivering exceptional service outcomes. Adept at process improvements and operational efficiency, with a strong focus on achieving organizational goals and enhancing customer satisfaction.
Overview
8
8
years of professional experience
Work History
Associate Lead - Incident Management
Microland Limited
Bengaluru
03.2024 - Current
- Managed critical incidents to minimize business disruptions while ensuring SLA compliance.
- Coordinated bridge calls, maintained detailed logs, and prepared post-incident reports for problem management.
- Conducted Post Incident Reviews (PIR) with clients to analyze root causes and implement preventive measures.
- Collaborated with cross-functional teams to implement process improvements, resulting in reduced incident volumes.
- Conducted impact assessments and severity evaluations with clients to ensure operational transparency.
- Actively involved in Weekly Service Review (WSR) and Monthly Business Review (MBR) presentations to highlight key metrics, trends, and improvement initiatives.
Senior Major Incident Manager
Sword Global (India) Pvt Ltd
Chennai
06.2023 - 03.2024
- Led the change management process, including risk evaluation and implementation planning.
- Investigated complex incidents, leveraging RCA techniques to prevent recurrence.
- Generated executive-level dashboards and incident reports tailored to stakeholder needs using ServiceNow.
- Managed Sev1 and Sev2 incidents with timely escalations to prevent SLA breaches.
Senior Major Incident Manager
Dell Technologies
Bengaluru
04.2022 - 05.2023
- Oversaw incident lifecycle management for high-severity tickets (Sev1 & Sev2).
- Trained and mentored new team members on ITIL processes and tools.
- Developed and presented comprehensive incident and SLA reports for management review.
- Ensured accurate data capture during bridge calls and shared resolutions via SharePoint.
Major Incident Manager
Machintel Systems Pvt Ltd
Pune
08.2016 - 03.2022
- Directed major incident management activities and prepared post-incident reviews for RCA.
- Handled client escalations and ensured consistent adherence to SLA requirements.
- Actively contributed to weekly client meetings, emphasizing quality and process enhancements.
Education
Post Graduate Diploma in Data Science (PGDDS) - Data Engineering
International Institute of Information Technology
Bengaluru03.2022
B.Tech (Hons) - Electronics and Communication Engineering
Rajasthan Technical University
Jaipur03.2016
Skills
- ITIL
- Major Incident Management
- Problem Management
- Change Management
- IT Service Management
- Service Now
- Customer Service
- Critical thinking and problem solving
- Data Analysis
- Leadership
- Ability to Work in a Team
- Ability to Multitask
- Fast Learner
Hobbies and Interests
- Singing
- Reading
- Poetry
Timeline
Associate Lead - Incident Management
Microland Limited
03.2024 - Current
Senior Major Incident Manager
Sword Global (India) Pvt Ltd
06.2023 - 03.2024
Senior Major Incident Manager
Dell Technologies
04.2022 - 05.2023
Major Incident Manager
Machintel Systems Pvt Ltd
08.2016 - 03.2022
Post Graduate Diploma in Data Science (PGDDS) - Data Engineering
International Institute of Information Technology
B.Tech (Hons) - Electronics and Communication Engineering
Rajasthan Technical University
Similar Profiles
Fahsal Rashid KhanFahsal Rashid Khan
IT Technical Support Engineer at Microland LimitedIT Technical Support Engineer at Microland Limited
NAGARAJU JAMPANANAGARAJU JAMPANA
Associate SME at Microland LimitedAssociate SME at Microland Limited
REMYA NAIRREMYA NAIR
Senior Manager – Transitions and Transformations at Microland LimitedSenior Manager – Transitions and Transformations at Microland Limited