ABHISHEK DIXIT, Incident manager technical operations

Pvt ltd

Dec 2020 – Present

Bengaluru

Incident manager

Led efforts to restore service in a timely manner for critical business functions, application and infrastructure * Implemented and executed major incident management processes including ownership, escalation, communication and restoration of service and responsible for client satisfaction * Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units. Using standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct. * Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis using dynamics, service desk, PowerBI, tools and PowerPoint presentations. * Prepared post incident review documents and attended problem management review meetings to ensure determination of root cause; prepared accurate, appropriate and timely communication to internal and external stakeholders. Work on to make sure the incidents are healthy * Provided timely feedback to senior management regarding issues affecting quality of service to clients; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication. Awarded by Clients, CSAMS for best efforts in fixing issues on timely manner

ABHISHEK DIXIT

Incident manager technical operations

Skills

Languages