Pankaj Kumar

About Pankaj Kumar

Lead the management of IT incidents and major incidents, ensuring timely resolution and effective communication throughout the incident lifecycle.• Maintain comprehensive and accurate documentation of all incidents, including root cause analysis, resolution steps, and preventative actions taken to mitigate future occurrences.• Continuously assess and enhance the incident management process to improve efficiency, effectiveness, and alignment with organizational goals and stakeholder expectations.• Provide training, guidance, and support to IT teams on best practices, protocols, and tools related to incident management.• Stay abreast of emerging technologies and industry standards to strengthen the organization’s incident response capabilities.• Collaborate closely with cross-functional IT teams to ensure seamless integration of incident management with other ITSM practices, such as change and problem management.• Participate in detailed post-incident reviews to identify root causes and implement corrective measures to prevent recurrence.• Deliver regular incident reports and trend analyses to IT leadership, highlighting key metrics, performance gaps, and continuous improvement opportunities.

Experience

1. Team Lead

   Genpact

   Jun 2023 — Present

   Lead end-to-end incident management process, ensuring timely resolution.•Coordinate cross-functional teams to address and resolve high-priority incidents.•Monitor incident status, escalate unresolved issues, and manage communication.•Perform root cause analysis to prevent recurrence and improve service delivery.•Maintain detailed incident logs and documentation for future reference.•Ensure alignment with SLAs and ITIL best practices for efficient incident resolution.•Provide regular updates to stakeholders on incident progress and resolution.•Drive continuous improvement initiatives to optimize incident management processes.•Collaborate with technical teams to implement preventive measures and minimize downtime.

Education

• Moti Lal Nehru College

  Bachelor of Arts - BA, Hindi Language and Literature

  2013 — 2016