About
Support Major Incident Management Process for Capgemini Internal IT managed client based on the ITIL framework. Handling Major Incidents & perform end to end coordination on recovery for P1 & P2 incidents and providing status update to stake holders on agreed timelines. Coordinate with other infra teams to ensure appropriate communication, coordination, and closure of incident. Ability to moderate conference bridges with various technical teams and management participants. Capable to provide quick and crisp documentation and articulate critical facts on ongoing issues and communicate timely. Contribute proper documentation of all Major Incident processes and maintain policy level controls. Improve self-skills working with peers to build internal capabilities to effectively improvise functions & services. The primary goal is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible to business within SLA. Maintain effective working relationships across tiers (Client, 3rd Party and Partner contacts). Managing the incident from start till closure & post incident closure preparing the MIR reports. Incident Management – P3/P4 Handling (Key Responsibilities) - Monitoring and managing P3/P4 incidents to ensure timely resolution within SLA. Working on high aged & backlog incident, driving them towards closure. Analyse incident impact and prioritize based on business urgency. Coordinate with support teams to troubleshoot and resolve technical issues. Follow up on aging and backlog incidents to drive closure and reduce ticket volume. Ensure proper documentation of incident details, resolution steps, and closure notes. Communicate status updates to users and stakeholders as needed. Identify recurring issues and escalate for problem management or root cause analysis.
Skills & Expertise (12)
Work Experience
Security Incident Management - Remediation Team
Capgemini Technology Services India Ltd
Jun 2023 - Present
In collaboration with Group cyber security team, we investigate and mitigate security incidents, including malware infections, phishing attacks, and unauthorized access attempts. Execute containment, eradication, and recovery procedures for high-severity incidents (P1/P2). Handling Major Incidents & perform end to end coordination on recovery for P1 & P2 incidents and providing status update to stake holders on agreed timelines.
Major Incident Manager / Incident Management / Escalation Management
Capgemini Technology Services India Ltd
Nov 2019 - Jun 2023
Support Major Incident Management Process for Capgemini Internal IT managed client based on the ITIL framework. Handling Major Incidents & perform end to end coordination on recovery for P1 & P2 incidents and providing status update to stake holders on agreed timelines.
IT Service Management (Major Incident & Problem Manager)
Tata Consultancy Services
Jun 2015 - Nov 2019
Support Major Incident & Problem Management Processes for TCS managed clients. Coordinate with other 1st level teams and resolver groups to ensure appropriate communication, coordination and closure of incident and problem records.
Incident Manager
Hewlett Packard India Sales Pvt. Ltd
Jul 2014 - Jun 2015
Managing incidents efficiency and effectively, providing support by coordinating with the offshore & onshore technical support teams and Service Managers for Critical, Major & Minor Incidents.
IT Support Analyst
Hewlett Packard India Sales Pvt. Ltd
Sep 2012 - Jun 2014
Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis.
Education
BSC IT - Mumbai University
2008 - 2011 · India
HSC - Maharashtra Board
2006 - 2008 · India
SSC - Maharashtra Board
2005 - 2006 · India
Certifications
CEH v12 Certification
· 2024
SIAM Professional Certified
· 2020
ITIL V3 Foundation Certified
· 2014
ITSM ISO / IEC 20000 Certified
· 2014
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Skills (12)
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