Rajesh Kumar

About Rajesh Kumar

With over 6+ years in Major Incident Management and a deep understanding of SIAM principles, helps organizations navigate critical IT disruptions with confidence and control. The journey in IT service management began with a passion for problem-solving and a fascination with how interconnected systems can impact business operations. Over the last six years, skills have been honed in leading high-stakes incidents from detection to resolution, ensuring minimal downtime and effective communication with stakeholders.Reduced incident resolution time by an average of 25% by implementing streamlined communication protocols and leveraging predictive analytics tools to identify and mitigate potential issues before they escalated. Also spearheaded the adoption of ITIL practices across multiple organizations, resulting in a 15% reduction in recurring incidents and a significant improvement in overall service delivery efficiency. Finds calm and clarity in hiking challenging trails, which has further sharpened the ability to assess risks and navigate unexpected obstacles with a strategic mindset.Skills & Expertise:Major Incident Management: Incident Response, Crisis Management, Problem Management, Root Cause Analysis (RCA), Service Restoration, Communication Management, Escalation Procedures, Business Continuity Planning, Disaster RecoverySIAM Consulting: ITIL Frameworks, Service Integration and Management, IT Service Management (ITSM), Process Optimization, Stakeholder Management, Service Level Agreements (SLAs), Vendor ManagementTools: ServiceNow, JIRA Service Management, Grafana, Splunk, Ivanti Neuron, confluence, EATON Enterprise Monitoring, Solarwinds, Power BI

Experience

1. Cognizant

   Present

Education

• Manav Rachna International Institute of Research and Studies

  Bachelor of Technology, Computer Science Engineering with Specialization in Cloud Computing

  2014 — 2018