Open to opportunities

Deric Joshua Robert

@dericjoshuarobert

Message

I restore critical services and lead enterprise major incident response.

India

Message

What I'm looking for

I'm open to global remote roles in major incident management, problem management, escalation management, and service operations, where I can lead critical incident response, coordinate resolver teams, and improve SLA-driven service restoration.

I've led SEV1/SEV2 and P1/P2 incident response for Shire Pharmaceuticals through HCL Technologies, managing 5–10 major incidents weekly and driving service restoration within SLA targets.

At Checkmarx, I managed 20+ enterprise cybersecurity support cases daily through Salesforce, prioritizing incidents by business impact and organizational risk. I also created RCA documentation and knowledge-base articles to reduce repeat incidents.

My experience spans healthcare EHR support at Arcadia Consulting Services and executive/VIP escalations for McAfee consumer products at Sutherland Global Services. I've improved support documentation, resolution consistency, SLA performance, and team capability through mentoring and training.

I'm ITIL 4 certified and work hands-on with ServiceNow, Salesforce Service Cloud, Jira, Zendesk, Remedy, Atlassian, Confluence, and Slack. I bring clear executive communication, disciplined bridge-call leadership, and practical corrective-action follow-through to high-impact service operations.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Checkmarx

Oct 2022 - Jul 2023 (9 months)

Managed 20+ enterprise cybersecurity support cases daily via Salesforce, executing first-response triage, severity classification, and structured routing to specialist resolver teams. Authored Root Cause Analysis (RCA) documentation and knowledge base articles to reduce repeat incidents.

Salesforce Incident Management Triage Root Cause Analysis Knowledge Base Management Cybersecurity Bug Severity Classification Business Impact Analysis (BIA)Enterprise Infrastructure Network Security

Senior Technical Support / Escalation Management

Arcadia Consulting Services

Mar 2018 - Feb 2022 (3 years 11 months)

Delivered L2/L3 escalation support and structured technical troubleshooting for healthcare EHR applications in a high-volume ticket environment. Managed 20+ daily tickets, driving First Contact Resolution improvements through knowledge base updates and process standardization.

L2 L3 Support Escalation Management Electronic Health Records (EHR)Troubleshooting First Contact Resolutions Knowledge Base Management Process documentation Mentorship

Major Incident Manager

HCL Technologies

Jun 2014 - Feb 2018 (3 years 8 months)

Acted as Incident Commander owning end-to-end SEV1/SEV2/P1/P2 emergency management for 5–10 major incidents per week, driving rapid service restoration within SLA targets across enterprise pharmaceutical operations. Facilitated triage bridge calls with cross-functional infrastructure, network, and cloud resolver teams.

Major Incident Management Incident Command Sev1 Sev2 Incident Management P1 P2 Incidents Triage Bridge Call Facilitation SLA Management Executive Communication Root Cause Analysis Post Incident Review After Action Reviews Corrective Action Tracking Mentorship

Tier 2.5 Research Engineer

Sutherland Global Services

Jul 2012 - Jun 2014 (1 year 11 months)

Delivered advanced Tier 2.5 technical support, managing executive and VIP escalations for McAfee consumer products. Collaborated with Tier 2, Tier 3, vendor, and development teams to diagnose and resolve systemic product issues, reducing escalation recurrence.

Technical Support Escalation Management McAfee Products Troubleshooting Quality Auditing Documentation SLA and OLA Performance Mentorship