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Kaushiki Mishra
@kaushikimishra
I lead major incident and problem management for enterprise IT services supporting 26,000+ users.
IndiaWhat I'm looking for
At HCL Technologies, I manage major incidents and problem management for a Fortune 500 client’s enterprise systems supporting 26,000+ users.
I analyze and resolve more than 200 high-severity issues annually, maintain 99% SLA compliance, and lead 150+ critical bridge calls each year in a 24x7 environment.
I coordinate infrastructure, application, and vendor teams through a SIAM approach, helping reduce MTTR by 15% and recurring high-severity issues by 18% through RCA, post-incident reviews, KEDB updates, and corrective-action planning.
I also build ITSM runbooks and documentation, onboard new team members, assess change-related SLA risk, and present QBR performance trends to client stakeholders using ServiceNow, Microsoft Teams, and Microsoft 365.
Experience
Work history, roles, and key accomplishments
Current
Major Incident & Problem Management Specialist
Nov 2022 - Present (3 years 10 months)
Acted as key point of contact for ITSM and production support on a Fortune 500 client's enterprise systems, analyzing and resolving 200+ high-severity issues annually. Collaborated with cross-functional teams and led 150+ critical bridge calls, driving a 15% reduction in MTTR and maintaining 99% SLA compliance.
Education
Degrees, certifications, and relevant coursework
Dr. Ram Manohar Lohia Avadh University
Bachelor of Technology, Technology
2018 - 2022
Grade: 75.58%
Bachelor of Technology degree from Dr. Ram Manohar Lohia Avadh University (AKTU) from 2018 to 2022, with an aggregate score of 75.58%.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
IndiaAuthorized to work in
Job categories
Skills
IT Service ManagementITILService Level ManagementKPI ManagementProcess DesignProcess OptimizationChange ManagementProblem ManagementIncident ManagementRoot Cause AnalysisRisk ManagementIntegration ManagementVendor ManagementServiceNowKnowledge ManagementProcess documentationCompliance AuditsMicrosoft TeamsMicrosoft 365AgileScrumStakeholder CommunicationPeople LeadershipBridges
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