Arnab Mazumder

About Arnab Mazumder

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Experience

1. Consultant

   HCLTech

   Jan 2024 — Present · New Delhi, IN

   Incident Manager | ITSM ITIL® framework expertise: Demonstrate your in-depth knowledge of ITIL or other relevant frameworks for IT service management and incident handling.* Proven track record of resolving complex IT incidents: Highlight your ability to identify root causes and implement effective solutions to resolve critical incidents.* Exceptional communication and collaboration: Emphasize your ability to provide clear and concise technical information to both technical and non-technical audiences, fostering collaboration among IT teams and stakeholders.* Proficiency in ITSM tools and methodologies: Showcase your expertise in leveraging ticketing systems, configuration management databases (CMDBs), and other relevant ITSM tools to streamline incident management processes.* Skilled in prioritisation and task management: Demonstrate your ability to effectively manage multiple incident tickets while prioritizing tasks to minimize downtime and ensure business continuity.*Core Competencies:*1. Incident Management: Expertise in swift resolution of IT incidents, minimizing downtime, and maintaining SLAs.2. ITIL Expertise: Proficient in ITIL best practices for optimising incident management processes.3. Service Delivery: Proven ability to meet and exceed service delivery objectives and user expectations.4. Problem Solving: Skilled in diagnosing and resolving complex technical issues efficiently.5. Communication: A clear and effective communicator with technical and non-technical stakeholders.6. Root Cause Analysis: Conduct thorough investigations and implement corrective actions to prevent recurrence.7. Change Management: Manage IT changes to mitigate risk and prevent future incidents.8. Technical Proficiency: In-depth knowledge of IT systems, software, and infrastructure.9. Tool Proficiency: Extensive experience with ITSM tools such as ServiceNow10. SLAs and KPIs: Manage and exceed SLAs and KPIs to ensure top-tier service performance.