Vishal Rajagouda Jayagoudar
Shedbal, Belagavi
Summary
Brings a robust background in ITSM and Major Incident Management with over 8+ years of experience working in high- pressure environments at renowned firms like NTT Data, Tech Mahindra, HCLTech, and Tata Consultancy Services. Has honed the skills in ITIL Service Management, Major incident Management, Problem Management, CAB Management, Global Service Desk, Access Management, Service Improvement, Service Requests, Continuous Monitoring, Stakeholder Management and Client Relations. Demonstrating exceptional adaptability, effectively worked in diverse cultural settings, including a significant stint in Germany. Good experience in various international projects/environments is equipped with a deep understanding of cross-cultural dynamics, projecting as an asset in global and multicultural teams, particularly in the German job market. Having a professional journey is marked by numerous accolades that underline commitment to excellence. These include the "Pat on the Back" award for team management, consistent elevation of customer satisfaction ratings, the "Best Performer of the Year" award in 2019, and 25 "On the Spot Awards," reflecting dedication to delivering outstanding service. Enriched by various certifications and trainings, such as the ITIL V4 Foundation, Certified Scrum Master (CSM), and Major Incident Management training. These qualifications not only underscore expertise in IT service management but also demonstrates a continuous pursuit of professional development. Expertise in managing critical IT services is evident from roles in Major Incident management, incident impact assessment, Problem Management and client auditing. Sound experience in managing/resolving high-priority incidents, coupled with ability to adapt and thrive in different operational environments, displaying a valuable candidate for roles requiring high-level IT service management skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Analysis Senior Specialist
NTT DATA Information Processing Services
Bangalore
10.2024 - 03.2025
- Maintained positive working relationship with fellow staff and management.
- Organized client meetings to provide project updates.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Identified needs of customers promptly and efficiently.
- Participated in ongoing training and compliance activities.
- Reported information and presented to business leaders for decision-making, solutions, and improvements.
- Identifying a major incident and sending communication to senior management.
- Chairing a MIM bridge call and engaging the right people in the call to resolve the issue within the given SLA.
- Sending communications to senior management regarding an MI for every 1 hour.
- Preparing PIR documents.
- Chairing CAB calls and PM calls.
- Preparing SLA reports and updating SOP's
Senior Support Engineer - Major Incident Manager, Reporting Manager and Associate Team Lead
Tech Mahindra Ltd
Bangalore
04.2023 - 09.2024
- Owning and coordinating restoration of key customers issues and critical Incidents.
- Responsible for the end-to-end major Incident Management process.
- Chairing Major Incident Bridges.
- Utilizing Standard Processes for the identification, engagement and mobilization of the required incident recovery stakeholders and resources.
- Ascertain accurate incident impact and develop, confirm, and manage incident recovery plans in a structured and timely manner.
- Providing consistent, accurate and timely stakeholder communication and incident ticket administration for all managed incidents.
- Identify immediate cause of incident using knowledge, experience and tools (Knowledge Article, Problem, Grafana).
- Handle Major IT related incidents and provide quicker resolution without impacting the business for the customer.
- To act as focal point of contact in the Incident Management Process amongst Client, Users, Service desk, SDM, Functional heads of other processes and Technical Domains.
- Ensure incidents are prioritized, categorized & investigated in line with agreed processes.
- Escalate incidents and service requests to appropriate technical/ support teams.
- Handling escalations from the users.
- Managing high priority MIM (P1 & P2).
- Managing Escalation process (Hierarchical and Functional) wherever required to restore the BAU according to customer agreed SLA.
- Identify and implement process improvements.
- Responsible for reviewing and providing first level approvals for changes that are being performed on the overall Infrastructure across multiple Customers.
- Ensure Incident Report (Chronology) is created immediately after resolution.
- Actively monitoring the Remedy Incident Console and managed the corresponding functional mailbox, ensuring timely responses to user queries.
- Skillfully created and maintained user profiles in both Test and Production environments within Remedy.
- Responsible to provide access to the new authorized users and creating user profiles using - SailPoint IdentityIQ tool.
- Developed and refined Incident templates in Remedy to streamline issue resolution processes.
- Efficiently updated support group allocations for users, contributing to a more organized workflow.
- Executed password resets for both Test and Production environments, enhancing user access and security.
Major Incident Management Analyst, Command Centre Specialist and Data Centre Monitoring Specialist
HCLTech Ltd
Bangalore
10.2022 - 04.2023
- Monitored Command Centre and Data Centre dashboards, ensuring operational integrity and prompt response to issues.
- Assigned Major Incidents to appropriate resolver groups, optimizing resolution efficiency.
- Proactively raised Incidents upon receiving critical alerts from the Nlyte tool, ensuring swift action.
- Engaged with site contacts for detailed updates on alerts, facilitating comprehensive issue understanding.
- Initiated and led SWAT calls to investigate and resolve alerts, ensuring restoration of normal operations.
- Conducted P1 Incident Impact Assessments and coordinated SWAT calls, mobilizing all necessary resolving groups.
- Spearheaded Major Incident bridge calls for business-critical issues, demonstrating leadership in high-stakes situations.
- Engaged technical teams effectively for issue investigation and resolution.
- Facilitated and drove progress on bridge calls to ensure expedient service restoration.
- Escalated issues to technical team leadership as needed, ensuring appropriate attention and resources for resolution.
Shift Lead, Incident Management Support Analyst
Tata Consultancy Services
Eschborn
09.2021 - 10.2022
- Played a vital role in providing impeccable customer service for all calls that come into the hotline or via the chatbot function, assisting the L1/L2 Incident Manager on Incident Management bridges.
- Accountable for contacting resources to participate in conference calls, compliance to incident priorities/escalation procedures, follow process metrics and support the organization in providing information to support audit requirements.
- Meticulously formulating & document the Incident Manager handover by region.
- Integral role in performing Shift Lead duties comprising responsible for the EMEA team's daily schedule, continuously updating it to accommodate changes and so on.
- Instrumental in taking over from the APAC team in the morning, arranging lunch plans, check availability of L1/L2 resources, and posting a snapshot in the MIM chat.
- Efficiently managing the entire EMEA team (L1/L2 Incident Managers/IMS) in answering calls in the GIM hotline, picking the chatbots, posting triage 1 (new P3C incident details) in MIM chat and command center chat.
- Diligently engaged in wide array of activities such as - sending preliminary communications; updating OneNote with incident details; engaging Global Networks, DXC team (Unix/DBA/CIM), CISO/CSM; managing consequential incidents/ERR-P2 risk incidents, send graceful exit communications, and updating the ticket.
- Prudent in incident disengagement, engaging required people in the Major Incident Management call via Skype/Avaya Phone.
- Key role involvement in escalations to AVP/VP/Director Level, sending P1 SMS text when P2 upgrades to P1 and update the Global Incident Head.
- Inspecting QG1/QG2 (Quality Gates) in EMEA, APAC, AMER Scope; assigning upgrade/downgrade tasks to Incident Managers; managing DB MIM Kyndril (IBM) chat, sending reconvene invites, verifying leave plans of the resources, and updating Operational Lead and Regional Lead.
- Proficient in conducting handover to the US team, sending handover email which comprised - all live and Recon incidents, upgrade/downgrade tasks, graceful exit incidents, and next day L1/L2 Rota.
Support Executive: Major Incident Manager, CAB Manager, Problem Manager
Tata Consultancy Services
Bangalore
12.2016 - 10.2022
- Providing 24
- 7 Incident Management Support function via the 'Follow the Sun' principle.
- Responsible for Impact assessment and Triage 2.
- Being the first line engagement point for incidents that are potentially or actual business impacting.
- Invocation of an Incident management Board (IMB) and facilitating calls during an Incident duration.
- Ensure incidents are prioritized, categorized & investigated in line with agreed processes.
- Providing consistent, accurate and timely stakeholder communication of managed Incidents, active and resolved.
- Has influence and authority to obtain resources on demand from technical groups.
- Governs the issues toward resolution with Support teams as driver.
- Keeps update Notifications on a tight schedule - every 30 minutes.
- Is responsible for interfacing with the client on a parallel plan for resolution.
- Approving emergency changes tickets during the duration of the Incident Process.
- Prompts for basic troubleshooting if it is not being performed on call.
- Ensuring the timely update and management of the Incident Management Dashboard.
- Undertake Hierarchical and Functional Escalation.
- Adhere to Incident priorities and escalation procedures.
- Recording a chronology of key events and discussions during an Major Incident Management Bridge (Scribing).
- Monitors the resolution of Incidents involving multiple Service Providers and ensure it is within the agrees SLA.
- Provide guidance to Internal and external Service Providers in fulfilling their Incident Management roles and responsibilities.
Education
Bachelor of Science - Computer Science
Rani Channamma University
Belagavi, India06.2016
Skills
- IT Service Management
- Major Incident Management
- Shift Lead and Incident Management Support Analyst
- Escalation Matrix
- Major Incident Report (MIR)
- Post Incident Report (PIR)
- KB Article
- Problem Management Root Cause Analysis
- 5 Why's Technique
- Know Error Database (KEDB)
- Continuous Service Improvement Plan (CSIP)
- CAB management
- Global Service Desk
- Client Relations
- Application System Monitoring (ASM)
- Service Request
- User Access Management (UAM)
- Identity and Access Management (IAM)
- Managing SLA
- Creating and updating SOP
- Command Center Monitoring
- Continuous Monitoring
- Adhoc Request
- Scrum Master
Certification
- ITIL V4 Foundation
- Certified Scrum Master (CSM)
Accomplishments
- Awarded the 'Pat on the Back' accolade by management for exceptional team management and securing high customer satisfaction ratings.
- Elevated customer satisfaction ratings from below 4 to a consistent 4.9 after joining the project, reflecting significant service improvements.
- Received an award as a best Shift Lead for EMEA Region.
- Received Birmingham Excellence Award for supporting P1 Security Incident - Deutsche Bank (On-site).
- Received appreciation from the Global Head (Director) and Regional Lead (VP) for maintaining CHATBOT performance 100%.
- Received 25 'On the spot awards' in TCS for delivering best service to clients.
- Received 'Best Performer of the year' award in 2019 - TCS.
- Received 'Service and Commitment Award' in 2019 - TCS.
- Received 3 Appreciations from Corporate Maitree Team - TCS.
Hobbies and Interests
- Singing
- Acting
- Mimicry
- Travelling and exploring new places
Disclaimer
I hereby state that all the information noted above is accurate to the best of my beliefs and I take full responsibility for the correctness of the information., Bengaluru, 06-June-2025
Languages
- English
- Kannada
- Hindi
- Marathi
Personal Information
- Date of Birth: 06/06/95
- Gender: Male
- Nationality: Indian
Timeline
Operations Analysis Senior Specialist
NTT DATA Information Processing Services
10.2024 - 03.2025
Senior Support Engineer - Major Incident Manager, Reporting Manager and Associate Team Lead
Tech Mahindra Ltd
04.2023 - 09.2024
Major Incident Management Analyst, Command Centre Specialist and Data Centre Monitoring Specialist
HCLTech Ltd
10.2022 - 04.2023
Shift Lead, Incident Management Support Analyst
Tata Consultancy Services
09.2021 - 10.2022
Support Executive: Major Incident Manager, CAB Manager, Problem Manager
Tata Consultancy Services
12.2016 - 10.2022
Bachelor of Science - Computer Science
Rani Channamma University
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