Aditya Sharma
Major Incident Manager l Major Incident Commander l ITIL Certified I Problem Manager I Change Manager
- Role
- Major Incident Manager at Dell Technologies
- Location
- Jaipur, IN
- LinkedIn followers
- 500 followers
About Aditya Sharma
As a Major Incident Manager (MIM), Problem & Change Manager at Dell Technologies, I work…
Experience
Major Incident Manager
Feb 2021 — Present
Take ownership of all high-priority incidents (P1 and P2), ensuring thorough review of the Post-Incident Report (PIR). Ensure that incidents are fully explained and documented, including the root cause, identified deficiencies and recommendations to prevent or mitigate future service disruptions. Conduct Post-Incident Reviews (PIR) after significant incidents, focusing on identifying opportunities for process and operational enhancements. Collaborate closely with key stakeholders and system integration partners to assess and recommend future improvements. Monitor critical incident metrics to analyze trends, generate reports and provide actionable recommendations for improvements. Skilled in utilizing ITIL methodologies, including Incident, Problem, Change, and Service Level Management, to enhance operational efficiency and improve service delivery. Orchestrated integration of automated Incident Resolution tool Shoreline.io, slashing Mean Time to Restore Services by 30% and reducing on-call burden by 25%. Developing workarounds or other solutions to incidents. Conducted daily calls to review and prioritize incident responses, ensuring alignment with service level agreements (SLAs). Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution. Leverage historical data analysis to proactively identify and mitigate potential incidents before they escalate to Major Incident Management. Lead both Technical and Management bridges to ensure effective communication during incidents.
Education
Graphic Era Deemed to Be University
Bachelor of Business Administration, Business Administration and Management General
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