Abhishek D.
Major incident manager | Critical incident manager |ITIL| CCNA R&S| #Python
- Role
- Major Incident Manager Technology Operations at Accenture
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Abhishek D.
Incident Manager- Accenture Pvt Ltd-Bengaluru- Dec-2019- till dateDeliverables:*Record and classify received Incidents and undertake an immediate effort to restore a failed ITService as quickly as possible – A point of contact for all Major Incidents.Assign unresolved Incidents to appropriate Tier 2 Support Group, Tier 1 according to the severity.*Log all Incident/Service Request details, allocating categorization and prioritization codes. Keep users informed about their Incidents’ status at agreed intervals.*Associate Incidents with other records (i.e, Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)-Provide first-line investigation and diagnosis of all Incidents and Service Requests*Escalate Major Incidents to the Incident and/or Problem Manager.*Escalate Incidents at risk of breaching Service Level Agreement to the Incident ProcessCoordinator.*Owns all Incidents and Service Requests throughout the lifecycle and trending the incidents onITIL model.*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- Responsible for the effective implementation of the process \"Incident Management\" and carries out the respective reporting procedure.*Working on SLA, reports, Stakeholder business impacts and managing the incident lifecycle from beginning to the end. Making sure the case/incident/ticket is healthy. 5years into Inside sales-pre sales- saaS-BDM for Adobe clients, Global inside sales -worked for US AND UK IT MARKET, North Americas, EMEA, APAC, ROW-Globe Pre-sales & e-commerceAbout Networking and connectivity- A CCNA-good at troubleshooting and configuration Good knowledge on switches and routers Just energy- power sector- Green star energy-EU region Oils and natural gases -business operations, Billing, post sales, operations, etc.
Experience
Major Incident Manager Technology Operations
Dec 2019 — Present · Bengaluru, IN
ITIL4, Reactive services management, critical situation management | bridge meetings
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