Tanmay Arte
Major Incident Manager
- Role
- Major Incident Manager at Zensar Technologies
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Tanmay Arte
A certified IT professional with expertise in both ITIL V3 and V4, boasting over six…
Experience
Major Incident Manager
Apr 2023 — Present
Experience in practicing ITIL best practices like Incident, Problem, Change and Service Level Management.Providing management with a range of incident reports, including those related to aging tickets, case types, SLAcompliance, outages, availability, and performance assessments.Proficient in managing critical issues as both a Major Incident Manager and Problem Manager, responsible for handlingall Severity 1 and Severity 2 incidents.Informing management by delivering diverse incident reports, including those related to ticket aging, case types, SLAadherence, outages, availability, and performance assessments.Spearheading the development and maintenance of a knowledge management portal, project documentation, andreporting, while playing a pivotal role as a member of the Infrastructure Team. Ensured optimal resource allocation for theswift restoration of business services, encompassing comprehensive root cause analysis and proactive risk mitigation inalignment with ITIL principles.Records and monitors the chronological sequence of events during the incident resolution process, facilitatingpostmortem and root cause analysis support.Guaranteeing the successful attainment of objectives within the ticket and incident management process, which involvesexpeditious restoration of normal service from a customer-centric viewpoint and adherence to defined SLAs. Thisencompasses the tasks of detecting, logging, categorizing, and prioritizing tickets.Analyzing historical data to identify and eliminate potential incidents before they occurEnsure that activities within the process are being performed at a high level of quality and meet its agreed on SLA.After the resolution of an incident, compile a \"Post-Incident Review\" and transition it to the Problem Management teamfor Root Cause Analysis (RCA).Take the lead in managing and guiding the resolution process for Severity 1 and Severity 2 incidents.
Education
University of Mumbai
Bachelor of Engineering - BE
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