Rajeev Singh
Experienced Major Incident Manager with robust ITIL Certification and a Proven track record of successfully leading and resolving significant incidents for more than 10+ years.
- Role
- Major Incident Manager at Reliance Industries Limited
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Rajeev Singh
Experienced Major Incident Manager with Robust ITIL certification and proven track…
Experience
Major Incident Manager
Nov 2015 — Present · Pune, IN
To run the priority 1/priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and Customer Communications.> After Resolving the incident, Compile a \"Post Incident Review\" and forward it to the Problem Management team for conducting Root Cause Analysis (RCA).> Log all incident/Service Request details, allocating categorization and prioritization codes. Keep users informed about their incidents status at agreed intervals.> Link incidents with other related records such as changes, problems, knowledge articles, known errors, etc.> Deliver KPI\'s against active ITSM processes.> Working Knowledge of the ServiceNow Platform or other similar ITSM tool.> Strong understanding of ITIL v3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change Management, Service Level Management, Request Management, Release Management etc.> Knowledge Management documents processes, procedures & troubleshooting activities to improve the efficiencies and effectiveness of the service desk, Technologist and Operations.> Provide status reports on incident tickets with corresponding metrics like average time to respond/resolve ticket.> Managed the daily operations of the Major Incident Team, Overseeing stakeholders to ensure tasks were effectively carried out as per plan and meet specified SLA targets.> Generate follow-up reports and Major Incident Reviews (MIRs) for in-depth analysis of major incidents.> Record all activities and update all relevant Knowledge management, reporting and other systems as necessary.
Education
Mahatma Gandhi University
Executive MBA
2012 — 2014
Vishwakarma Institute Of Technology
Bachelor's degree
2005 — 2008
Sai Polytechnic CHANDRAPUR
Diploma
2002 — 2005
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.