RAKESH KA
Major Incident Manager
E +91 8073877200 rakesh145raki@gmail.com Bangalore, India 560064
EXPERIENCE SUMMARY
App/Cloud Support Specialist - CL 9 (Major Incident Manager) Dynamic Major Incident Manager with extensive
experience in critical incident resolution, utilizing ITIL
Accenture India (Financial / Insurance Project) best practices to drive operational efficiency.
07/2024 - 02/2025 Bengaluru, India Demonstrated expertise in fostering collaboration
Accenture is a global professional services company specializing in IT, across technical teams and leadership, consistently
consulting, digital, and operations solutions. managing high-priority incidents with a focus on
• Led the resolution of critical incidents (P1, P2), ensuring rapid resolution and service excellence. Proficient in tools like ServiceNow
adherence to ITIL best practices and JIRA, with a proven track record of implementing
• Engaged with technical teams to drive initial resolution efforts and quality improvement initiatives and optimizing service
collaborated with leadership during Major Incident bridge calls delivery in fast-paced environments. Passionate
• Utilized ServiceNow to manage and track incident escalations, resolution about driving positive outcomes and delivering high-
timelines, and incident lifecycle quality support.
• Maintained clear communication with stakeholders, providing timely updates
on incident status and resolution efforts
• Proactively identified and mitigated risks associated with potential incident SKILLS
escalations
• Led 'Ready for Business' calls, gathering and organizing all necessary data for
successful call execution Major Incident Management
• Facilitated Major Incident Management - Weekly Operations Review meetings,
overseeing incident response performance Incident Management
Lead Infrastructure Engineer (Major Incident Manager) Critical Incident Management ITIL
Mphasis Limited ( Financial & Insurance Project)
03/2022 - 07/2024 Bengaluru, India ITSM Change Management
Mphasis Limited is a global IT solutions provider offering services in cloud
computing, digital transformation, consulting, and technology services.
Queue Management Microsoft Azure
• Led the response to critical incidents (P1, P2, P3), ensuring effective
coordination and swift resolution
• Reduced incident resolution time by {20%} by managing {100} major and AWS Basics JIRA Microsoft Office
associated child incidents in ServiceNow
• Used ServiceNow for ticket creation and management across various severity Microsoft Power Point SAP FICO
levels
• Facilitated crisis management bridge calls during high-priority incidents
• Engaged with senior leadership during major incidents for visibility and timely ServiceNow SolarWinds
decision-making
• Developed comprehensive post-incident reports, maintaining documentation
throughout the incident lifecycle
KEY ACHIEVEMENTS
Sr. Systems Engineer (Major Incident Manager)
k Hall of Fame Award
Cognizant Technology Solutions ( Financial / Real estate Project) Recognized for exceptional service delivery
03/2020 - 02/2022 Bengaluru, India and commitment to quality
Cognizant Technology Solutions is a global leader in IT services, providing digital,
technology, consulting, and operations solutions.
Quality Improvement Initiatives
• Coordinated cross-functional bridge calls for high, critical, and medium- Actively contributed to process improvements
priority incidents within incident management
• Used Jira and ServiceNow for ticket creation and management across various
severity levels
• Provided team training, enhancing operational efficiency for new members & Leadership Recognition and Client
Appreciation
• Organized Retrospective Major incident review meetings to identify
preventative actions Led teams to achieve service excellence,
• Organized weekly Major Incident Management meetings to discuss process- resulting in client satisfaction
related topics
LANGUAGES
English
Kannada
Tamil
Telugu
EXPERIENCE EDUCATION
Sr. Systems Engineer (Change Manager & Major Incident Bachelor of Commerce
Manager) Bangalore University
Cognizant Technology Solutions ( Ecommerce Project) Bengaluru, India
06/2017 - 03/2020 Bengaluru, India
Cognizant Technology Solutions is a global leader in IT services, providing digital, Certifications:
technology, consulting, and operations solutions. ITIL Foundation Certification
• Oversee and coordinate the entire change management process
• Manage change requests, approvals, and documentation to minimize
disruption
• Initiate and lead Change Advisory Board (CAB) meetings for change review
• Led the response to critical incidents (P1, P2, P3), ensuring effective
coordination and swift resolution
• Maintained clear communication with stakeholders, providing timely updates
on incident status and resolution efforts
• Engage with management during high-severity incidents to provide updates
• Organized weekly Major Incident Management meetings and Change
management meetings.
Systems Engineer (Major Incident Manager)
Cognizant Technology Solutions (Health Insurance Project)
06/2016 - 03/2020 Bengaluru, India
Cognizant Technology Solutions is a global leader in IT services, providing digital,
technology, consulting, and operations solutions.
• Coordinated P2 and P3 incidents, ensuring timely resolution
• Facilitated incident resolution calls, reducing resolution time by {30%},
involving {5} technical teams and {3} stakeholders.
• Maintained clear communication with stakeholders regarding incident status
• Participated in post-incident reviews to evaluate processes
• Organized weekly Major Incident Management meetings
