Arfat Patel

Experience

1. Incident Problem and Change Lead

   Kyndryl India

   Jan 2024 — Present · Mumbai, IN

   Disaster Recovery operations:• Participate in disaster recovery drills and ensure that incident management processes are robust and aligned with DR objectives tosafeguard data center operations and continuity.• Maintain detailed records of incidents, particularly those involving disaster recovery, and produce post-incident reports that includeanalysis, resolution, and preventive measures to enhance data center resilience.• Work with disaster recovery teams to identify the root cause of incidents affecting data center operations, ensuring accuratedocumentation and steps for resolution.Incident and Major Incident Management:• Lead ITIL processes for a major Indian bank; central point for managing and communicating high-impact incidents (P1/P2).• Leading a team of Incident problem and change management with 24*7 support.• Coordinate with DR teams to initiate failover processes, data recovery, and backup restoration.• Ensure regular status updates to leadership, affected departments, and customers.• Maintain detailed logs and documentation of incident timelines, decisions, and actions taken.• Drive Major Incident Management and DR failover testing, ensuring business continuity in national-critical systems.Problem Management:• Assist in identifying root causes of recurring incidents and drive problem management efforts.• Prepare IR/RCA documents for audits (RBI compliant) and coordinate with business continuity and technical teams.• Develop and implement workarounds and permanent solutions to prevent recurrence and Track implementation of corrective actionsand verify effectiveness.• Lead Post-Incident Reviews (PIRs) after disaster recovery events or major incidents and Document findings, lessons learned, andopportunities for improvement.Change Management:• Coordinate with technical teams and stakeholders to plan and implement changes with minimal disruption to services.• Ensure all changes are evaluated, approved, and documented.

Education

• University of Mumbai

  Bachelor's degree

  2014 — 2017