1. Hitesh Thakkar
Cellphone: +91-9742483463
E-Mail: hites.thakkar@gmail.com/hites.thakkar@outlook.com
Job Objective
To pursue a career in an esteemed organization holding a responsible position which would enhance my
skills to work in competitive environment and carve a winning edge for the organization.
Professional Summary
• A Determined and Motivated Techno-functional personality, ITIL Certified, having
5.9years of experience in IT with the profiles of Critical Incident Manager, Shift Lead, Incident
Coordinator, Process trainer.
• Experienced in ITIL process (like Incident, Change and Problem).
• Good knowledge of Operating systems, excellent communication, Presentation, Documentation
skills and Vendor Co-ordination.
• Rich experience in supporting several hundred end-users spread across worldwide locations.
• Provide expert advice to support communities, end users and clients on improvement areas
• Being focal point within the support team for one or more solutions, including collecting and
communicating information which is relevant to the organization support assignment.
• Proposing changes and improvements that makes the application more efficient and/or reduce
operation or maintenance cost.
• Several Involvements in maintaining and improving the runtime delivery, to ensure a stable and
continuously improved service.
• Coordinating issues related to the infrastructure products and business applications from the
operational, and for availability and quality perspective on a day-to-day basis.
• Have been a part of the project transitions and Pilot Phase and have actively participated in all
the knowledge transfer or analysis done during the Transition.
Education
B. Com from KD College of Commerce & General Studies, Midnapur, 2010
Skill Set
Functional and Operational:
Service Management
 Monitoring and prioritizing the client issue based on SLA ensuring SLA is met involving the required
team for issue fix.
 Categorization of incident priority post validating and identifying business impact.
 Chair Bridge calls for effective coordination, incident resolution, service restoration.
 Continuously follow-up with support team for relevant notification updates per SLA, and drive
resolution.
 Follow the global Service Restoration Management Process.
 Providing “Critical Incident Report” to problem management team.
 Being part of problem management in gathering artefacts required for RCA.

2. Contact Centre Operations
 Overseeing operations and ensuring achievement of desired objectives.
 Driving day-to-day functions with key focus on bottom line performers by ensuring optimal resource
utilization.
 Serving as an escalation point for technical and process issue.
People Management & Team Building
 Training, development, and work allocation to executives.
 Employee Development through effective mentoring.
Reporting
 Putting systemic quality monitoring procedures in place to ensure SLAs are met & exceeded.
 Gather, organize & present information needed by management.
Technical Skill
• Ticketing tools: Remedy V7 Remedy v8, Maximo (ESS2, ESS3, ESS5 ESS7, ESS8), SNOW
• Monitoring tools: Tivoli, HP Open View and Net Cool,
• Office documentation: Lotus Symphony, MS-Office
• ITIL Foundation. Certified.
Organizational Experience
Previous Company
IBM India Private Limited, Bangalore February 2011– April 2nd
2016
Present Company
Cognizant May2016- Till date
Designation: Technical Lead
Responsibilities:
 Validating Major/Critical incidents by assessing the severity and urgency level based on the
service/business impact in consultation with Reporter, Resolver and Client Interface.
 Restoring service with minimal business impact by chairing bridge calls for effective coordination
and quick incident resolution.
 Incident ticket ownership until resolver group is identified.
 Responsible for sending all Incident notifications as per agreed process

3.  Providing timely incident resolution status to Account Service Managers.
 Pro-Active management on follow-up of major incidents recorded and validating, correcting problem
assignment, if required.
 Scheduling and organizing service recovery calls during the major incidents and thereby facilitates
quick incident recovery.
 Giving summary of MI as to why it happened, how it was resolved, what was the initial root cause
and Customer Impact to the Clients Service Delivery Managers and Service Managers.
 Prepare necessary daily and monthly reports for the service board review meetings.
 Participating in incident management meetings and reviews, to discuss about service improvement
plans.
 Attending daily, weekly and monthly service and performance review calls.
 Attending Major incident reviews and meetings to generate quick service recovery plans that can be
used for resolution for future similar incidents.
 Track all the incidents within the Mean Time to Restore (MTTR) to avoid outage for the account.
 Delivering monthly KPI (Key Performance Indicator) Reports, Scorecard (Major Incidents)
 Delivering weekly reports on MTTR and Problem Severity.
 Making sure that the Escalation process is in place and followed.
 Identifying areas requiring improvement within Incident Management process.
 Engaging problem management team once issue is resolved to establish RCA ownership.
 Effectively use conflict management skills to establish and determining RCA ownership.
 Ensure Incident Timeline Report is created post incident resolution.
 Providing “Critical Incident Report” to problem management team.
 Being part of problem management in gathering artefacts required for RCA.
 Performing knowledge transfers for new incident managers.
 Mentoring and leading new and tenured incident managers.
 Managing knowledge database.
 Responsible for managing lifecycle of all critical incidents,
 Ensure major incident management processes are followed.
 Managed critical incident technical core teams to drive incident resolution
 Understands SLA requirements and works to ensure those requirements are met when possible.
 Aggressively drives conference calls with the customer, IBM internal support teams and third party
vendors.
Add on responsibility:
 Provides timely feedback to upper level management, both IBM and the customer on all incidents.
Feedback includes but is not limited to incident descriptions, executive summaries, detailed
timelines, action plans, workarounds and resolution of incidents
 Religiously follow the process of updating all the Critical Incidents after closure to KEDB and
maintain it.
• Serve as Mentor for new hires and perform knowledge transfer.
• Creating training material and train new Technical Support Engineer.
• Identification of the root cause of critical incidents or reoccurring incidents.
• Monitoring and prioritizing the client issue based on SLA ensuring SLA is met involving the
required team for issue fix.
• Categorization of incident priority post validating and identifying business impact.
• Continuously follow-up with support team for relevant notification updates per SLA, and drive
resolution.

4. Personal Details
• Date of Birth: 01-05-1989
• City: Bangalore
• Country: Karnataka
• Pin Code: 560075
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Declaration:
The above information furnished is true and factual to the best of my knowledge & belief.
Place: Bangalore
(Hitesh Thakkar)