Raj Sharma

Managed P1/P2 major incidents, ensuring rapid service restoration through structured war rooms and real-time stakeholder communication. Led cross-functional teams during outages and performed root cause analysis.

Acted as primary escalation point for high-priority incidents, orchestrating cross-functional response and leading RCA sessions. Monitored system health using Nagios and Splunk, and maintained ITIL-aligned processes.

Managed ITSM tool administration and facilitated major incident management, leading conference bridges and ensuring prompt resolution. Monitored IT infrastructure using Splunk and conducted post-incident reviews.

Managed ServiceNow ITSM tool and led Major Incident Management, driving resolution through conference bridges and stakeholder coordination. Monitored infrastructure using Splunk and Nagios, and conducted post-incident reviews.

Facilitated incident forums for SLA-breaching and complex low-priority incidents, focusing on resolution strategy and long-term remediation. Directed major incident recovery efforts and provided clear communications to leadership.

Pursued a Bachelor's degree in Commerce, gaining foundational knowledge in business and finance.

Completed Higher Secondary Certificate (12th) with a focus on general studies.

Completed Secondary School Certificate (10th) with a focus on general education.