RNrohil narwar
@rohilnarwar
Experienced Major Incident Manager with expertise in IT Service Management.
IndiaWhat I'm looking for
I am an experienced Major Incident Manager with over 5 years of expertise in IT Service Management, specializing in Incident, Problem, and Change Management. My proven ability to lead cross-functional teams and manage critical incidents has been instrumental in ensuring smooth transitions to new processes. I am skilled in mitigating risks, optimizing IT service delivery, and ensuring alignment with ITIL best practices to drive operational excellence.
Throughout my career, I have successfully managed Sev1 and Sev2 incidents, leading resolution efforts with proactive leadership to minimize business impact. My experience includes conducting root cause analysis for major incidents, implementing process improvements, and developing KPIs to assess the effectiveness of ITSM processes. I thrive in high-pressure situations, ensuring swift decisions are made to restore services and maintain business continuity.
Experience
Work history, roles, and key accomplishments
Major Incident Manager
Accenture
Jul 2023 - Present (1 year 10 months)
Linked incidents to related records to ensure comprehensive tracking and resolution. Monitored process quality to guarantee activities met SLAs and utilized data analysis to identify incident trends. Managed high-priority incidents and developed insightful reports to drive continuous improvement.
Major Incident Manager
24/7 Intouch India Pvt Ltd
Jan 2022 - Jun 2023 (1 year 5 months)
Managed the incident response process for all priority incidents, ensuring timely resolution within agreed-upon SLAs. Coordinated with the Change Management team and acted as a liaison between technical teams and business stakeholders to provide clear incident status updates.
Major Incident Manager
Tech Mahindra
Aug 2019 - Jan 2022 (2 years 5 months)
Managed Sev1 and Sev2 incidents, leading resolution efforts with proactive leadership to minimize business impact. Developed and executed process improvements that increased IT Service Management efficiency, enhancing speed and quality of support efforts. Conducted root cause analysis for major incidents and implemented ITIL best practices.
Education
Degrees, certifications, and relevant coursework
Maharaja Agrasen Himalayan Garhwal University
First Class
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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