Ronjan Singh
IT Analyst
Noida
Summary
Dynamic Major Incident Manager with a proven track record at Tata Consultancy Services Ltd., excelling in critical incident handling and escalation management. Enhanced customer satisfaction through effective communication and proactive problem-solving. Spearheaded ITIL best practices adoption, driving continuous improvement and fostering teamwork across departments.
Overview
5
5
years of professional experience
Work History
Major Incident Manager
Tata Consultancy Services Ltd.
08.2024 - Current
- Provided immediate emergency response and incident management.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with internal teams.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
IT Support Engineer
Tata Consultancy Services Ltd
04.2021 - 07.2024
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Bachelor of Technology - Electronics And Communications Engineering
APJ Abdul Kalam Technical University
Lucknow 04.2001 -
Skills
Critical incident handling
Documentation skills
Emergency analysis
Improvement recommendations
Incident management
Escalation management
Service management
SLA management
Incident priority assessment
Effective communication
Problem-solving
Teamwork and collaboration
Timeline
Major Incident Manager
Tata Consultancy Services Ltd.
08.2024 - Current
IT Support Engineer
Tata Consultancy Services Ltd
04.2021 - 07.2024
Bachelor of Technology - Electronics And Communications Engineering
APJ Abdul Kalam Technical University
04.2001 -
Tools
Service-Now
VMware
CyberArk
Putty
Windows Server
Cortex XDR