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• Evaluating the risk of change and providing actionable guidelines on reducing the impact• Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.• Authorize change requests and coordinate with the Change Advisory Board for changes presenting higher risk.• Conduct post-implementation reviews to assess the decisions and performance related to the change request.• Evaluating Requests for Change (RFCs), the available resources, impact of change, and organizational readiness.

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.• Co-ordinate with technical team, On-Call managers and actively handle bridge for MI resolution.• Documenting relevant processes and activities. Supporting the design of change implementation scheduling. Reviewing a change implementation process.• Using the diverse knowledgebase, skills, and expertise of each CAB member to provide a unique perspective before a decision is finalized.• Mapping the requirements and providing customers the best ITSM solutions involving evaluation and definition of scope of process to ensure SLA adherence.• Organize and drive discussions pertaining to resolution of critical incidents/requests (scheduled/unscheduled) with local & onshore stakeholders.

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.• Oversee the functional design and management of all the change projects.• Conducting Post Implementation Review for all failed and unsuccessful changes• Maintained reports for all change requests and monitor all metrics impacting the business.• Ensured the timely response, approvals to change requests within the required timeframe and monitored the impact on wider business.• Conducting Root cause analysis using 5-WHY method for all MI’s and PRB tickets• Creating Executive summary for leadership team with complete details about the issue investigated.