Looking for a job

Vishal Pandey

@vishalpandey4

Message

I lead major incident and problem management for business-critical IT services.

India

Message

What I'm looking for

I'm looking to lead major incident, problem, and service reliability work in a business-critical environment, partnering with cross-functional teams to reduce operational risk, improve resilience, and deliver lasting service improvements.

At Computacenter India, I lead major incident and problem management for business-critical services, coordinating application, infrastructure, network, cloud, and vendor teams through high-severity outages.

I serve as incident commander, run war rooms, communicate business impact and recovery status to senior stakeholders, and drive structured post-incident reviews. I also manage recurring problems, root cause investigations, corrective actions, known errors, and workarounds to strengthen service stability.

I bring experience in proactive problem, configuration drift, and capacity management, supported by weekly trend analysis, service-health reporting, and operational governance. Earlier roles at NTT Data, Concentrix, Amazon, and Ienergizer built my foundation in technical support, team guidance, customer operations, and process improvement.

Experience

Work history, roles, and key accomplishments

Technical Analyst - Incident and Problem Management

Computacenter India Private Limited

Oct 2022 - Sep 2026 (3 years 11 months)

Led end-to-end management of major incidents, coordinating cross-functional teams to restore critical business services. Drove root cause investigations and proactive problem, drift, and capacity management to improve service stability.

ITSM ITIL Major Incident Management Problem Management Root Cause Analysis CAPA War Room Coordination Escalation Management Executive Communication Infrastructure Drift Management Capacity Planning Performance Monitoring SLA Management KPI Management ServiceNow AWS

Senior Helpdesk Associate

NTT Data Information Processing Services Pvt. Ltd.

Sep 2020 - Oct 2022 (2 years 1 month)

Managed and resolved escalated incidents from Level 1 support, monitoring P1 and P2 tickets through resolution. Administered Microsoft Exchange Online, Office 365, and Active Directory, and provided team guidance and onboarding support.

Incident Management Exchange Online Office 365 Active Directory ServiceNow AWS Agent Workspace Remote troubleshooting performance reporting

Senior Representative Operations

Concentrix Daksh Services India Pvt. Ltd.

Oct 2019 - Feb 2020 (4 months)

Managed daily operations and performance for the BMW India Pre-Sales team, including lead handling, follow-ups, CRM updates, and service quality. Trained new hires and conducted performance reviews and coaching.

Operations Management CRM Lead Handling Training Performance Reviews Coaching

Customer Service Associate

Amazon Development Centre India Pvt. Ltd.

Oct 2018 - Sep 2019 (11 months)

Supported North American customers with service inquiries while maintaining quality and policy standards. Delivered training and coaching for new associates and contributed to Alexa and Amazon Go pilot projects.

Customer Service Training Coaching Quality Assurance Alexa Amazon Go

Senior Executive Customer Service and Subject Matter Expert

Ienergizer IT Services

Mar 2017 - Oct 2018 (1 year 7 months)

Supported Electronic Arts players globally with technical, connectivity, login, and account-security issues. Served as a product and process SME for escalations, trained new hires, and provided quality monitoring and coaching.

Customer Service Technical Support Subject Matter Expert Training Quality monitoring Coaching