Nayan C.

• Spearhead resolution of high-impact incidents, ensuring swift service recovery and minimizing business downtime. • Manage 24x7 support escalations, chair war rooms, and establish seamless communication bridges during critical situations. • Orchestrate post-incident reviews with meticulous RCA and preventive action planning. • Enhance incident response frameworks and drive collaboration across Problem and Change Management teams. • Generate insightful reports for leadership, presenting actionable insights and trends.

Leading Critical Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required Acknowledge, investigate, and respond to the initiation of incident management procedures based on tickets raised by the service desk, vendors, and system monitoring. Accountable to include relevant stakeholders and Resolver groups into the call during Critical or High Priority incidents until service restoration. Providing periodic major incident metrics reports to the management. Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service. To be responsible for the end-to-end management of all IT major incidents. Providing business focused updates hourly to include technical details and internal/external Client impact in clear and simple terms Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented

Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls which are related to major incidents. Being accountable for resolving the outage via workaround or permanent fix To manage the disruptions in IT Services and restore them to normal state as soon as possible with workarounds or solutions to ensure minimum impact to the business. To identify, record, classify, and progress incidents until affected services are returned to normal or acceptable level of operation and the customer agrees to incident closure. To take full ownership and responsibility at the time of any disruption in Service and making sure that the service is restored and there is no impact to Business. Working closely with the automation team to automate the authorization topics for faster resolution. Sending Weekly, Monthly & Quarterly quality reports to Senior Management. Working to resolve topics like Batch job incidents, Authorization incidents & few shift left activities. Providing Technical solution documents and device Backup to customers for network implementation Reporting to Project Manager, Group Lead & Team Lead Worked on BMC Remedy ITIL Tool and processed tickets according to SLA.