Rahul John Mooken
Critical Incident Manager @NTT DATA Business Solutions
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WORK HISTORY
Critical Incident Manager @NTT DATA Business Solutions
Dresden, DE
Lead the resolution of critical incidents to ensure minimal downtime and impact on business operations- Coordinate cross-functional teams to identify, escalate, and resolve high-priority incidents- Maintain communication with stakeholders throughout incident lifecycles, providing timely updates and post-incident reports- Implement and improve incident management processes and protocols- Analyze incident trends to prevent future occurrences and improve overall IT service resilience- Ensure compliance with service level agreements (SLAs) and drive continuous improvement initiatives.
ABOUT RAHUL JOHN MOOKEN
Passion and diligence are two traits that I believe most reflect me as an individual. I possess 6+ years of experience in IT infrastructure, service delivery management, incident, problem & change management, agile project management, Security incidents,Business continuity,conflict management, risk management, and client relationship management, utilizing ITIL V4 best practice framework.My profound experience made me an expert in managing IT infrastructure & operations, delivering information technology solutions to attain strategic requirements and enhance the organization\'s competitiveness. I am skillful in handling technical restoration actions/plans, technical & functional escalations and updating priority incidents in ITSM tools.I am specialized in working with Service Delivery Managers for troubleshooting the various issues and handling incident tickets, problem tickets, service requests, service tasks and other ICM tickets. I have proven competencies in reducing restoration time and escalating P2 significant, P2 and P3 incidents to situation management. I have strong knowledge of network fundamentals TCP/IP models, LAN switching technologies, routing technologies, and WAN technologies. I am familiar with various Application Software, including MS Office Suite, Internet Applications and Operating systems like Windows XP, 7 & 8.
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