Subrat Kumar Mahapatra
Rourkela
Summary
Dynamic Team Lead at Capgemini Pvt Ltd with expertise in Incident Management and Root Cause Analysis. Proven track record in crisis management, coordinating cross-functional teams to resolve major incidents swiftly. Adept at generating insightful KPI reports and fostering a proactive team environment, ensuring service excellence and continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Lead
CAPGEMINI PVT LTD
10.2024 - 08.2025
- Hands on experience on ITSM Ticketing Tool, Service now and CR deployments.
- Coordinating with 20+ teams for pending ticket updates.
- Generating the periodical (Monthly) reports on the overall status of the all-major incident management process.
- Acting as a SPOC for the customer to provide the status update whenever a major incident occurs.
- Opening a bridge through involving all relevant FS & Resolver Groups and continue the discussions till the Major incidents is Resolved.
- Informing the key Stakeholders on the status of the Major incident, after getting the confirmed Service restoration.
- Ensure the Major incident is resolved within Agreed SLA.
- Coordinating with respective POSMEs for quick resolution of the Major incident.
- Conducting a review meeting with the POSMEs & relevant members to identify the triggers for the Major incidents, what RCA and how to prevent/remediate such incidents happening in future.
- Conducting a thorough analysis and preparing the Major incident Report (MIR) for every Major incident after it is closed.
- Ensure that all the resolution procedures are update in Knowledge database / work logs.
- Ensuring that the causes for all Major incidents are analyses and identify the proper RCA for those incidents.
- Coordinating with the process managers (Capacity manager, Availability manager, IT Service continuity manager) on need basis to avoid reoccurring of the major incidents.
- Have good knowledge on Solar winds ticketing tool.
- Scheduling meeting with managers and team leads to discuss Status on Problem items and Service Task.
- Conducting the Training /Knowledge sharing session across the teams/new joiners to avoid occurring of the major incidents.
- Pulling quality reports of tickets on weekly and daily basis.
- Generating the customized KPI reports based on User &Stakeholders requirements.
Junior Incident Management Analyst
TATA CONSULTANT SERVICE
12.2020 - 09.2024
- Monitor and respond to incidents reported through the ticketing system, ensuring timely resolution and minimal impact on business operations.
- Collaborate with cross-functional teams to troubleshoot and resolve technical issues, escalating complex incidents as necessary.
- Maintain accurate documentation of incidents, resolutions, and knowledge base articles to improve future incident handling.
- Assist in the development and implementation of incident management processes and best practices.
- Managed incidents and resolutions for Siemens Gamesa as L1 & L2 Incident Manager.
- Scheduled and conducted meetings with stakeholders to discuss incidents and resolutions.
- Coordinated with multiple teams for major incident resolutions.
- Generated periodic reports on status and analysis of incidents.
- Conducted training and knowledge sharing sessions for new joiners.
- Handled service performance analysis and KPI reporting.
Management Trainee
GENPACT INDIA PVT LTD
02.2011 - 12.2020
- Invoice processing in SAP environment.
- Verify and process all accounts payable documents for Delphi/Aptiv Technologies.
- Processing PO and Non-PO invoices in SAP application on SLA basis.
- Responsible for AP reconciliation (intercompany).
- Uploading employee expenses reports in concur tool to reimburse their expenses.
- GRIR investigation as per ageing.
- Handle multiple countries invoice processing (Romania, Italy and Spain) and deals with all client queries.
Education
PGCP+MBA- (IT& Finance) + (SCM) -
Surya Datta Institute of Advanced Management
Pune, Maharashtra, India01.2014
B. Com -
Sambalpur University
Rourkela, Orissa, India01.2013
Higher Secondary Education -
Gandhi Mahavidyalaya College
Rourkela, Orissa, India01.2012
Board of Secondary Education -
Pragati public school
Orissa01.2010
Skills
- Incident Management
- Root Cause Analysis
- Crisis Management
- Communication
- Problem Solving
- ITIL Framework
- Risk Assessment
- Team Leadership
- Monitoring Tools
- Documentation
- Service Level Management
- Security Incident Response
- Quick grasping
- Proactive nature
- Team player
- Zeal in acquiring new skill set
Certification
- ITIL Foundation Certification
- CompTIA A+ Certification
- Certified Incident Manager (CIM)
Extra Curriculum
Completed Diploma in computer advance course.
Languages
- Oriya
- Hindi
- English
- Oriya
- Hindi
Projects
Incident Management Process Improvement, Developed a streamlined process for incident escalation that reduced average resolution time by 20%. Knowledge Base Creation, Contributed to the creation of a knowledge base for common issues, improving the efficiency of the support team.
Summer Internship Project
A disposal of secondary product, SAIL, Rourkela, Orissa, India
Personal Information
- Passport Number: Yes
- Father's Name: Siba Sankar Mahapatra
- Date of Birth: 03/17/86
Timeline
Team Lead
CAPGEMINI PVT LTD
10.2024 - 08.2025
Junior Incident Management Analyst
TATA CONSULTANT SERVICE
12.2020 - 09.2024
Management Trainee
GENPACT INDIA PVT LTD
02.2011 - 12.2020
PGCP+MBA- (IT& Finance) + (SCM) -
Surya Datta Institute of Advanced Management
B. Com -
Sambalpur University
Higher Secondary Education -
Gandhi Mahavidyalaya College
Board of Secondary Education -
Pragati public school