@bharatbhushan05
Major Incident & Change Manager at HCLTechnologiesLtd. who reduced MTTR by 25% and maintained 99% SLA compliance.
IndiaAt HCLTechnologiesLtd., I manage major incidents and changes, including high-severity incident response and technical bridge calls. I reduced MTTR by 25% and maintained 99% SLA compliance.
I also conduct post-incident reviews and root cause analysis, and work with Change Management teams on risk assessments, CAB reviews, and preventive actions. Earlier, at OutworkSolutionPvt. Ltd., I automated infrastructure provisioning with CloudFormation and Terraform, reducing manual configurations by 40%.
Work history, roles, and key accomplishments
Spearheaded end-to-end management of 50+ high-severity incidents monthly, achieving a 25% reduction in MTTR and maintaining 99% SLA compliance. Led 24x7 bridge calls, conducted PIRs and RCAs, and collaborated with change management to ensure minimal business disruption.
Outwork Solution Pvt. Ltd.
Aug 2024 - Jan 2025 (5 months)
Implemented automation and streamlined workflows in incident response, enhancing MTTR and system reliability. Automated infrastructure provisioning using CloudFormation and Terraform, reducing manual configurations by 40%.
NetConnect Global Pvt. Ltd.
Jul 2023 - Aug 2024 (1 year 1 month)
Reduced MTTR by 30% through process optimization and real-time response protocols. Improved resource allocation efficiency by 25% and led incident resolution across 10+ teams, achieving 40% faster resolution for complex incidents.
Startek Pvt. Ltd.
May 2022 - Jul 2023 (1 year 2 months)
Resolved L2 incidents and identified root causes, improving network performance and maintaining operational excellence. Managed resources during high-demand periods and provided after-hours support for critical incidents.
Provided L2 application production support for Deutsche Bank's DBDI system, ensuring timely resolution of payments and user access issues within SLA. Collaborated with multifunctional teams across Europe, Asia, and the US to address business requirements and implement fixes via Change Management Tools.
Degrees, certifications, and relevant coursework
B.Tech, Engineering
Pursued a Bachelor of Technology degree.
Senior Secondary, General Studies
Completed Senior Secondary education under CBSE.
Secondary, General Studies
Completed Secondary education under CBSE.
Software and tools used professionally
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