Deepak Patel

Incident Manager

• Job Details:Expertise in incident and problem analysis, delivering comprehensive resolutions to enhance customer satisfaction. Proficient in leading problem management initiatives to identify and address underlying causes. Collaborative efforts with development teams to produce technical documentation and user specifications to the highest standards. Skilled in replicating issues within UAT environments to pinpoint root causes. Executed configuration changes in both UAT and production environments to optimize system performance. Active participant in daily stand-ups, providing insightful updates on incident statuses. Proficient in creating and managing JIRA tickets, fostering development team collaboration to refine application features in line with business objectives. Vigilant monitoring and management of SLA compliance for incidents and service requests, ensuring expedient issue resolution. Effective management of weekly team meetings, with a focus on efficient ticket assignment and workload distribution. Coordinated seamlessly with cross-functional teams to ensure smooth incident management and system enhancements. Crafted and executed robust change management strategies, encompassing communication plans, training programs, and stakeholder engagement initiatives. Engaged in cross-departmental collaboration to proactively identify and alleviate change-related risks and barriers. Supported change management efforts through meticulous data gathering, analysis, and reporting. Ensured meticulous incident reporting, categorization, prioritization, and tracking in alignment with corporate standards. Produced daily incident reports utilizing ServiceNow (SNOW) platform. Spearheaded multidisciplinary teams to resolve incidents swiftly and effectively. Maintained clear and consistent communication with stakeholders, updating them on incident statuses and resolutions. Proactively identified and addressed potential issues and risks affecting incident resolution. Conducted thorough post-incident evaluations, capturing key learnings to refine incident management practices. Upheld strict adherence to ITIL guidelines and other relevant regulatory standards. Continuously enhanced incident management protocols to boost efficiency and minimize risk exposure. Monitored dashboards to prioritize and expediently resolve major incidents within SLA parameters, minimizing business impact. Diligently updated attendance and leave trackers to ensure optimal team coverage and compliance with shrinkage requirements. Ensured team completion of all client-mandated training programs for professional development.

Incident Manager

• Job Details:Managed incident and problem analysis, ensuring customer satisfaction and effective resolution of issues.

Technical Support Associate

• Job Details:Resolved customer inquiries regarding cable internet services efficiently and managed escalated service incidents.