Aakash Pathak Email & Phone Number

Gurugram, Haryana, India

• Majorly handling all Priority 0, Priority 1 and Priority 2 tickets using Jira.• Coordinate with all required stakeholders and drive relevant incidents/tickets to closure.• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements• Take ownership of operational issues, be proactive when dealing with user issues, and track the status of activities. Actively… Show more • Majorly handling all Priority 0, Priority 1 and Priority 2 tickets using Jira.• Coordinate with all required stakeholders and drive relevant incidents/tickets to closure.• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements• Take ownership of operational issues, be proactive when dealing with user issues, and track the status of activities. Actively participate and bring added value to root cause analysis. Participate in Incident review following major Incidents• Ensure that metrics, such as KPIs and SLAs that are set for the unit, are met.• Respond to enquiries from customers and help resolve their problems.• Drive discussion on conference bridges during planned maintenance window, non-BAU situations. • Proactively identify automation areas, alert monitoring improvements.• Ensure compliance with various internal audit processes such as client-requested audits, and so on. Identify potential problems and/or increasing trend of repetitive Incidents• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents. Show less

Gurugram, Haryana, India

• Majorly handling all Priority 1 and Priority 2 tickets using BMC Remedy.• Leveraging technology to issue all communications and providing key stakeholder management.• Manage incident management bridge calls with support teams, on-call support application teams and management• Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents• Perform confidently in role of incident management subject matter expert and… Show more • Majorly handling all Priority 1 and Priority 2 tickets using BMC Remedy.• Leveraging technology to issue all communications and providing key stakeholder management.• Manage incident management bridge calls with support teams, on-call support application teams and management• Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents• Perform confidently in role of incident management subject matter expert and lead customer personnel in responding to fast paced incidents.• Owns all Incidents and Service Requests throughout the lifecycle.• Ensure team is enabled to facilitate all issues to resolution• Ensure outages are promptly communicated with exceptional quality.• Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements. • Identify and drive mitigation for gaps in procedure and process in the team.• Willing to perform 24x7 on-call as escalation manager. • Create and improve standard operating procedures as-needed and in a timely fashion.• Develop and maintain comprehensive knowledge articles.• Attending weekly call with customers and keep updating all priority incidents of whole week.• Working closely with Service Desk/Helpdesk team to ensure all customer facing updates are being sent out within defined SLA and in proper/formal format. Show less

Delhi, India

• Logging trouble tickets through phone, chat and emails.• Assigning the ticket to the proper teams after determining the teams required for investigation.• Determining the business and revenue impact and priority to reduce the impact window.• Initiating the bridge calls and paging the required teams to troubleshoot the problem• Sending internal communications if the incident in only impacting internal teams/users. • Upon resolution updating the incident logs and time line… Show more • Logging trouble tickets through phone, chat and emails.• Assigning the ticket to the proper teams after determining the teams required for investigation.• Determining the business and revenue impact and priority to reduce the impact window.• Initiating the bridge calls and paging the required teams to troubleshoot the problem• Sending internal communications if the incident in only impacting internal teams/users. • Upon resolution updating the incident logs and time line for all the necessary steps taken. • Informing external clients/ internal teams that the issue is resolved and raising the root cause analysis to give a brief description of the resolution to avoid such issues in future.• Keeping the track of the queued tickets and following up regularly with the clients and internal support teams.• Sending the daily reports to the Management/Executive Committee which contains the summary and counts of incidents reported last working day. • Working with Change management team to create reports-Daily CAB agenda, Approved change reports according to the Risk and Minutes of meeting. Show less

Noida, Uttar Pradesh, India

• Managing the service center and the employees as well as customer at front office and to manage the inventory of the service center.• Managing customers at front office • Create job sheets according to the customer needs • Send them to executive• Get follow up for the tickets created• After the tickets are resolved inform the customer about it.• Manage the inventory regularly.

Bachelor Of Technology (B.Tech.), Computer Engineering, A

Activities and Societies: Distance Learning, Augmented reality, Multitasking Managed to Complete my Bachelor Degree while working..

Diploma, Computer Engineering, 74%

Activities and Societies: ASP.NET, C, C#, Core Java 1. Completed core-Java certificate from Alfa-Tech institute. 2. Completed C language.

Matriculation, Computer Science, A

Activities and Societies: NCC Passed B and C certificate exam in NCC and attended various camps during this period.