Apr 2025 – Sep 2025 · 5 mos · On-site

• Major Incidents Manager | Driving Operational Resilience & Rapid Recovery
• As a seasoned Major Incidents Manager, I specialize in leading high-impact incident response efforts across complex IT ecosystems. With a strong focus on minimizing downtime and ensuring business continuity, I coordinate cross-functional teams to swiftly resolve critical issues and implement long-term preventive strategies.
• Lead the end-to-end management of major incidents, ensuring timely resolution and clear communication to stakeholders.
• Collaborate with technical and business teams to identify root causes and drive continuous improvement.
• Develop and refine incident management frameworks, playbooks, and escalation protocols.
• Provide real-time updates to executive leadership during high-severity incidents.
• Analyze incident trends to proactively mitigate future risks.
• ITIL-certified with deep knowledge of incident, problem, and change management.
• Calm under pressure, with a proven track record of managing P1/P0 incidents.
• Skilled in stakeholder communication, impact analysis, and post-incident reviews.
• Experienced in working with global teams in 24/7 operational environments.

Apr 2024 – Apr 2025 · 1 yr · On-site

• Incident Management & Technical Support: Monitor, troubleshoot, and resolve infrastructure/application issues (L2/Advance Services) and customer IT inquiries (software/hardware/networking) using SOPs, knowledge bases, and collaboration with cross-functional teams/vendors, ensuring SLA compliance and customer satisfaction.
• Communication & Coordination: Take bridge calls during major incidents, provide real-time stakeholder updates, and coordinate with vendors/technical teams for timely resolution. Confirm outage notifications and document solutions/trends for process improvement.
• Proactive Monitoring & Reporting: Conduct health checks, performance monitoring, and problem management to reduce recurring issues. Generate incident trend reports and validate data for accurate categorization/prioritization.
• Cloud Integration & Continuous Improvement: Advise clients on cloud migration strategies, identifying synergies between on-premise and cloud systems. Stay updated on industry trends and enhance technical skills to optimize support quality.
• Operational Excellence: Work rotational shifts, manage handovers, and support on-call duties. Maintain clear documentation of interactions, troubleshooting steps, and resolutions while adhering to policies/SLAs.
• Digital/Kiosk Support Agent
• Responsibilities:
• Access Management: Skilled in Kobie, Reltio, Browser Stack, AVD Desktop, RMP Admin Portal, Yext Portal, Live IQ Admin, Adyen Portal.
• Guest Care: Resolving loyalty program issues, loyalty fraud, app problems, account sign-up/login issues, online payment concerns, and kiosk troubleshooting.
• Incident Management: Handling Yext-related incidents and digital fraud cases.
• Collaboration: Partnering with the Guest Care team for additional context and clarification.
• Kiosk Management: Addressing and resolving kiosk/Kiosk-Network, Switch, Network Printer, Wireless Card Machine issues.

Jan 2023 – Apr 2024 · 1 yr 3 mos · On-site

• Made significant contributions to projects, delivering tangible business value to our esteemed clients, including but not up to Fortune 500 companies.
• Relevant experience in a customer/end user-facing technology support function
• As an L1 Technical Support Agent, my primary responsibilities include:
• Providing technical support and troubleshooting assistance to clients promptly and professionally.
• Resolving customer inquiries, issues, and incidents related to software, hardware, networking, and other IT-related concerns.
• Collaborating with cross-functional teams to diagnose and resolve complex technical problems.
• Document customer interactions, troubleshooting steps, and solutions clearly and concisely.
• Ensuring customer satisfaction by effectively communicating solutions and providing follow-up support when necessary.
• Following standard operating procedures and adhering to company policies and guidelines.
• Maintaining knowledge of products, services, and industry trends to effectively address customer needs and inquiries.
• Continuously enhancing technical skills and staying updated with the latest technologies and best practices in the IT support field.
• In addition to my core responsibilities, I also contribute to
• Identifying and realizing synergies between on-premise systems and cloud-based solutions.
• By leveraging my technical expertise and consulting skills, I play a crucial role in guiding clients through the transition to cloud technology, ensuring a smooth and successful migration while maximizing the benefits of cloud computing.

Jul 2022 – Dec 2022 · 5 mos · On-site

• Successfully completed a comprehensive 90-day product specialization and simulation training program in Microsoft Windows Server Administration Services at the Cloud Infrastructure Services (CIS) Academy, Bangalore.
• Proficiently completed simulation lab phases encompassing implementation, incident management, service requests, and change management.
• Training Curriculum Covered:
• Windows Server 2012R2/2016/2019
• DHCP, TCP/IP, backup, file shares, FSRM, DFS, data protection, WDS, WSUS, Hyper-V, routing, clustering, DNS, AD, PowerShell, sites, GPO, IIS, Exchange, and PowerShell scripting.
• Linux (RHEL) System Administration
•  Proficiency in the Linux command line, including basic and advanced commands, Ability to create, delete, move, and manage files and directories, Familiarity with file permissions and ownership, Ability to install, remove, and update software packages, Familiarity with different repositories for Linux distributions, Ability to configure a Linux system for networking, including IP addresses, DNS, and routing, Ability to perform basic system administration tasks, such as starting and stopping services, managing users and groups, and configuring security, Ability to troubleshoot problems on a Linux system.
• Network Administration (CISCO Routing And Switching)
• Network fundamentals: This includes knowledge of networking concepts such as IP addressing, subnetting, routing, and switching.
• Cisco IOS:
• Network troubleshooting:
• Network security:
• Network automation
• Training Curriculum Covered:
• Fundamentals of Hardware, Windows, Linux, SQL, Network, Networking Services, Database, Applications, and Storage.
• Essentials of Windows, Linux, Cisco Routing and Switching, and Virtualization.