Rajdeep Singh Bhatia Email & Phone Number

Pune, Mh, In

Raipur, Ct, In

Pune, Maharashtra, India

Driving Major Incident Management process right from the start till the incident resolution for Network related issues.Preparing Post Incident Report (PIR) for all the network major incidents.Initiating war rooms and engaging required L2/L3 support teams to get a Major Incident resolved.Communicate timely updates to the management with Incident notification.Preparing weekly & monthly network incidents deck to understand the overall performance of the Network operations.Performing business impact analysis of an incident and getting the service restored at earliest.Proactive in understanding the needs of other teams and extending necessary help / suggestions.Co-ordinating all network related activities with the event owner and support teams for smooth conduct of events.Participating in event calls and analyzing the network scope for all the site maintenance related activities.Providing necessary event updates to all the stakeholders.Preparing a runbook for all network scope activities.

Pune, Maharashtra, India

Pune, Maharashtra, India

Driving Major Incident and Incident Management process right from the start till the incident resolution.Preparing Customer Deviation Report/Customer incident Report for clients.Initiating war rooms with required support teams to get a Major Incident resolved.Establishing a front end message to control call volume.Communicate timely updates to the customer with Incident notification.Preparing daily, weekly & monthly operational reports to understand the overall performance of the IT Infrastructure and application operations.Handling tickets and adhoc escalations and getting it resolved within agreed SLA.Performing daily operational tasks to meet the defined KPIs.Monitoring the incidents to ensure that the Service Level Agreement is respected.Reducing backlog incidents and service requests with constant follow ups on call with technical support teams.Performing Incident trend analysis and coordinating with the support teams to get the monthly incident count reduced.Performing business impact analysis of an incident and getting the service restored at earliest.Performing SLA breach analysis and getting the SLA breach count reduced by reaching out to support teams.Proficiency in Microsoft Excel.Creating, publishing and maintaining known errors in the KEDB with the help of technical support teams.Performing Knowledge Base Article analysis and maintaining the KBA utilization rate as per agreed KPI.Encouraging technical support teams to increase the KBA contribution to help in achieving first call resolution for the end users.Analyzing the retired/old Knowledge articles and performing the cleanup activity as per their relevance to keep the KEDB updated with the latest Knowledge Base Articles.Reviewing all the knowledge articles and keeping it up to date as per the existing infrastructure process.Performing incident audits to identify relevant KB Articles are being used.