Udbhav Tripathi

Experience

1. IT Infrastructure - Senior Specialist

   HCLTech

   Nov 2020 — Present · Lucknow, IN

   Key Responsibilities:Incident Management: Oversee the Incident Management process, ensuring timely resolution of incidents to minimize business impact.Responsible for handling Client and Vendor Escalations [Escalation Management].Major Incident Management: Lead the response to major incidents, coordinating with relevant teams to expedite Service restoration. Responsible for handling Client and Vendor Escalations [Escalation Management]Service Request Management: Manage service requests, ensuring they are handled efficiently and meet service level agreements (SLAs).Service Level Management: Monitor and report on service levels, ensuring compliance with SLAs and identifying areas for improvement.Problem and Change Management: Manage problem and change management processes, ensuring root cause analysis and effective implementation of changes.Training and Cross-Training: Conduct regular ITIL process training sessions and cross-training for team members to ensure a high level of competency and knowledge sharing.Experience: Proven experience in IT service delivery, with a strong background in Incident, Major incident, Service Level, Service Request, Problem, Change and Knowledge Management.Certifications: ITIL 4, AWS Cloud Practitioner certification and Associate Cloud Solution Architect certification.Skills: Excellent communication, leadership, and problem-solving skills. Ability to work under pressure and manage multiple priorities.

Education

• SJS Public School, Raebareli

  Senior Secondary, Science

  1994 — 2007

• Amity University

  Bachelor of Technology (B.Tech.), Computer Science & Engineering

  2007 — 2011

Skills

• Turbo C++
• Operating Systems
• .net Compact Framework
• Software Engineering
• Networking
• C#