Pratik Kumar Email & Phone Number

Perth, Western Australia, Australia

• As a major incident manager, responsible for receiving MI from Service Desk, Command Center, Technical team, and end users.
• Responsible for managing all P1 and P2 Incident related to outages and service degradation.
• Handled high priority incidents with exceptional poise and composure, making quick decisions to reduce overall impact.
• Drive root-cause resolution of recurring issues through effective coordination with various resolver groups
• Analysing ITSM data to generate management reports, dashboards and performing gap analysis to identify areas of improvements.
• Conceptualizing & developing training & development initiatives for improved productivity, building capability and quality enhancement

Pune Area, India

Worked in Volkswagen India for 6 month to gain ITSM implementation knowledge in Automobile Indistries.

Mumbai, Maharashtra, India

• Responsible for initiating a bridge call with technical team and stakeholders to find out the business impact and severity of an outages for an organization.
• Executing & managing the MIM process in accordance with ITIL guidelines.
• Send regular communications to the leadership team as part of live major incident.
• Actively involved in developing new processes to provide better communication and ensure prompt resolution of major incidents.
• Understanding the nature of the issue, create an action plans and co-ordinate with resolver team to drive incident towards resolution followed by an effective 5 WHY RCA.
• Actively worked with third party vendors for MI resolution and escalate the issue whenever required.

Mumbai Area, India

• Responsible for defining, analysing, and communicating key metrics and business trends to the management teams.
• Facilitated incident mitigation, recovery, and resolution for high-risk incidents, ensuring prompt and efficient response.
• Conducted post-incident analysis and recommended process improvements to enhance incident response capabilities.
• Led cross-functional teams in incident resolution and root cause analysis, ensuring timely response and minimal customer impact.
• Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Remedy queue.
• Define Change management project scope, plans and milestones.