Yogesh Shashikant Naik
Badlapur East
Summary
Dynamic Incident Manager with proven expertise at HCLtech Ltd, excelling in incident response and stakeholder communication. Spearheaded major incident processes, enhancing service delivery and driving cross-functional collaboration. Developed protocols that improved incident resolution times, ensuring compliance with ITIL standards and elevating operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Incident Manager
HCL Infotech Ltd
05.2018 - Current
- Part of the incident management team at the client location (Nomura Ltd).
- The role includes monitoring infrastructure using Splunk and River Muse.
- Raising a bridge call on Teams or WebEx, and providing all the updates to stakeholders.
- Leading all major incidents and major changes, and keeping probing with teams to understand issues and impacts.
- Implementation of the major incident process by understanding the requirements of the business.
- Managed incident response teams during critical outages and escalations.
- Coordinated communication between stakeholders and technical teams during incidents.
- Developed incident management protocols and processes for service delivery improvements.
- Led post-incident reviews to identify root causes and prevent future occurrences.
- Analyzed incident trends to inform strategic decision-making and resource allocation.
- Facilitated cross-departmental collaboration to resolve complex incidents effectively.
- Ensured compliance with industry standards in incident management practices at HCL Infotech Ltd.
- Created, updated, and tracked incident tickets using a ticketing system.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Prioritize each incident based upon its impact on business and escalated issues considered major threats.
- Identified potential risks and created plans to mitigate them.
- Documented incident details in knowledge base articles for future reference purposes.
- Facilitated communications between technical teams during major outages or disruptions.
- Built relationships with customers to understand their needs and expectations regarding incident resolution.
- Developed, implemented, and maintained incident management policies and procedures.
- Provided guidance on response strategies for critical incidents.
- Assisted in developing communication plans for major incidents.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
- Led team meetings focused on identifying process improvements for resolving incidents more quickly.
- Performed root cause analysis to determine underlying causes of incidents.
- Tracked key performance indicators related to incident management activities.
- Acted as a liaison between internal teams and external vendors when needed.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
- Ensured compliance with relevant industry standards regarding incident management practices.
- Analyzed problem reports to identify common issues and develop solutions.
- Analyzed workflows and established priorities for daily operations.
Incident Manager
Allied Digital Service LTD
08.2015 - 04.2017
- Handled Incident calls and Bridge line troubleshooting for live cases.
- Collaborated with Network, Firewall, Windows, SAP, and Integration teams to investigate the issue and drive towards resolution.
- Handled all Priority 1 incident tickets related to Access management, Database Management, SAP, and Other IT Issues.
- Was responsible for driving Support Teams and Vendor for faster recovery of Operations.
- Worked on different tools like Netmapper, ISM Tool, Contact Database, etc to collect more information related to network routes or applications.
- Work with the support teams on different technologies, migrations, Application outage/network outage, and patch installations.
Education
bachelor of Commerce(Bcom) -
Mumbai University
Mumbai03-2011
HSC -
Alphiston College
MumbaiSSC -
Hume High School
MumbaiSkills
- Incident response
- Incident management
- Stakeholder communication
- Service delivery
- Process improvement
- Cross-functional collaboration
- Post-incident review
- Incident review
- ITIL framework
- Post incident meetings
- SLA management
- Service management
- Technology monitoring tools
- Escalation management
Disclaimer
I hereby declare that all the information furnished above is true to the best of my knowledge and belief,
Mumbai,
Yogesh Shashikant Naik
Languages
English
Advanced (C1)
C1
Certification
Itil v3
Timeline
Incident Manager
HCL Infotech Ltd
05.2018 - Current
Incident Manager
Allied Digital Service LTD
08.2015 - 04.2017
bachelor of Commerce(Bcom) -
Mumbai University
HSC -
Alphiston College
SSC -
Hume High School