Rajesh Ravi
Major Incident Management || Problem Management|| Change Management|| Stakeholder Management|| ServiceNow.
- Role
- Major Incident Management at ITC Infotech
- Location
- Tirupati, AP, IN
- LinkedIn followers
- 500 followers
About Rajesh Ravi
Experienced Major Incident Manager with 3 years of experience with adept at navigating…
Experience
Major Incident Management
Apr 2022 — Present · Bengaluru, IN
Utilize incident management tools and ITIL best practices to promptly identify, assess, and resolve incidents, ensuring minimal impact on business operations.• Lead end to end incident management process, including identification, categorization, prioritization, escalation, investigation, and resolution of incidents.• Analyze incident trends and patterns to identify underlying causes and develop proactive solutions to prevent recurrence.• Maintain documentation of incident response procedures, ensuring accuracy and compliance with organizational standards.• Produce weekly and monthly KPI reports including contact information and post incident report.Using ITIL best practices to support affectedbusiness units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.Building IT service management process as per client recommendation.Gathering data Configuration of different modules like Incident, Problem, Change, Asset, Knowledge management, CMDB in ITSM. Working on SLA, Severity, Priority and Risk Matrix. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident, Problem, Change Management process. Manage the operational support and oversee remediation activities with designated extended managed service providers.
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