Aakash Pathak
Major Incident Manager | IT Service Continuity Expert | Incident Response Leader | ITSM Specialist |
- Role
- Technology Integration Engineer Major Incident Manager at Amdocs
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Aakash Pathak
As a seasoned Major Incident Manager, I excel in orchestrating swift and effective…
Experience
Technology Integration Engineer Major Incident Manager
Jan 2022 — Present · Gurugram, IN
Majorly handling all Priority 0, Priority 1 and Priority 2 tickets using Jira.• Coordinate with all required stakeholders and drive relevant incidents/tickets to closure.• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements• Take ownership of operational issues, be proactive when dealing with user issues, and track the status of activities. Actively participate and bring added value to root cause analysis. Participate in Incident review following major Incidents• Ensure that metrics, such as KPIs and SLAs that are set for the unit, are met.• Respond to enquiries from customers and help resolve their problems.• Drive discussion on conference bridges during planned maintenance window, non-BAU situations. • Proactively identify automation areas, alert monitoring improvements.• Ensure compliance with various internal audit processes such as client-requested audits, and so on. Identify potential problems and/or increasing trend of repetitive Incidents• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
Education
Government Sarvodaya Bal Vidyalaya No.2
Matriculation
2001 — 2010
The institution of Engineers (India) / AMIE
Bachelor of Technology (B.Tech.)
2014 — 2018
Guru Nanak Dev Co-ed Polytechnic
Diploma
2010 — 2013
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