Rohit Pathak
Critical Situation Manager | ITIL v4, Agile PMP & AWS Certified Cloud Practitioner
- Role
- Critical Situation Manager- Critical Accounts at Workday
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Rohit Pathak
Experienced Major Incident & Customer Success Manager with 6 years of proven expertise in managing high-impact incidents, driving customer satisfaction, and delivering seamless IT services across diverse environments. I specialize in Crisis Management, Escalation Handling, and ITIL-based Service Delivery, with a strong focus on operational excellence and client advocacy.My journey spans roles in Major Incident Management, Service Delivery, and Customer Success, where I’ve led cross-functional teams, collaborated with vendors, and built trusted relationships with clients. I’ve successfully handled complex technical escalations, conducted service reviews, and implemented continuous improvement initiatives to enhance service quality and customer retention.In my Customer Success role, I’ve onboarded and trained clients, monitored platform adoption, and provided strategic recommendations to maximize value realization. I serve as the voice of the customer, influencing product enhancements and ensuring alignment between client needs and service capabilities.I thrive in dynamic environments, balancing technical expertise with a customer-centric mindset to deliver measurable outcomes. Whether resolving critical incidents or driving long-term customer engagement, I bring a proactive, solution-oriented approach to every challenge.Core Competencies:Major Incident & Escalation ManagementITIL Incident, Change & Problem ManagementCustomer Relationship ManagementClient Onboarding & TrainingCustomer Retention & GrowthCrisis & Operations ManagementStakeholder & Vendor CollaborationService Delivery OptimizationKPI Reporting & Trend AnalysisPlatform Adoption & Strategic AdvisoryCross-Functional Team Leadership
Experience
Critical Situation Manager- Critical Accounts
Oct 2025 — Present · IN
Education
R. B. S. ENGINEERING TECHNICAL CAMPUS, AGRA
Bachelor of Technology
2015 — 2019
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