Rishav Raj

WORK HISTORY

ABOUT RISHAV RAJ

INCIDENT MANAGER @ Deloitte | Leveraging SLA Expertise for High Availability | Aiming for Zero Downtime through Effective Coordination & Communication | ITIL Framework. Detail-oriented Incident Manager with experience leading Major Incident processes at Deloitte. Ensuring rapid resolution and service continuity. Skilled in ITIL frameworks, SLA/OLA governance, incident triage, and post-incident reviews, with a strong command of tools like ServiceNow. Known for clear communication, stakeholder coordination, and driving continuous service improvement in high-pressure environments. I bring a strategic, customer-focused approach to IT operations and service delivery. Oversaw complete service delivery lifecycle, ensuring streamlined workflows, quality outcomes, timely planning, and efficient resource usage, reducing average resolution time by 25%. • Led major incident bridge calls with technical teams, vendors, and clients, achieving 85% SLA compliance across 300+ incidents. • Preparing monthly/weekly reports with respect to the volume & status of Incident, Problem, and Change tickets, and improving the SLA/OLA by 20% through actionable insights. • Researched online troubleshooting methods, compiled known errors, and built 30+ knowledge bases with effective workarounds. • Supported peers by clarifying process steps and maintaining oversight of procedures followed within the team. • Gathered real-time updates from Technical Bridge teams and communicated key details promptly to internal & external stakeholders. • Led Major Incident Bridge calls, effectively coordinating with technical teams, vendors, and client representatives to drive resolution. • Conducted post-incident analysis and prepared concise summary reports for knowledge sharing and review. • Designed and delivered ITIL-based training modules for 10+ new hires.