Daksh Kumar Email & Phone Number

Key Responsibilities: To manage the clients IT infrastructure under Incident Management using ITIL concepts. To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents. Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical Use initiative and technical knowledge to diagnose any technical support/IT problems. Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of support tools. Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics. Work cooperatively with other team members including those in other regions. Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk.

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  Swami Vivekanand Institute Of Engg. & Technology, Ramnagar

  Information Technology