Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Projects
Timeline
Generic

Atharva Jogas

Pune

Summary

Results-driven ITIL Incident Management Analyst with over 2-3 years of experience in IT Service Management and Application Support. Skilled in executing and improving ITSM processes, SLA management, trend analysis, and stakeholder collaboration. Proficient in providing end-to-end application support, troubleshooting, and ensuring timely issue resolution. Committed to enhancing service efficiency, user satisfaction, and operational excellence.

Overview

4
4
years of professional experience
1
1
Certification

Work History

MAJOR INCIDENT MANAGER

Wipro
04.2024 - Current
  • Led the resolution of Severity-1 and Severity-2 incidents, ensuring minimal downtime and impact.
  • Facilitated communication between technical teams and senior stakeholders during critical outages.
  • Delivered real-time updates and comprehensive incident reports, including root cause analysis.
  • Conducted Post-Incident Reviews (PIRs) to identify gaps and implement preventive measures.
  • Coordinated with Problem and Change Management teams for long-term incident resolution.
  • Enhanced monitoring tools and processes, reducing incident response times.
  • Ensured strict adherence to Service Level Agreements for incidents and service requests.
  • Tracked SLA performance, raised proactive escalations for potential breaches, and worked closely with resolver teams to meet agreed targets.
  • Ensured SLA compliance and maintained high standards in incident documentation and reporting.
  • Mentored junior team members on best practices for incident management and stakeholder communication.

INCIDENT MANAGER

Wipro
10.2021 - 01.2024
  • Managed the lifecycle of incidents, ensuring timely resolution and stakeholder satisfaction.
  • Acted as the single point of contact for escalations, coordinating with technical teams for resolution.
  • Chaired daily incident review calls and ensured accurate categorization and prioritization.
  • Prepared detailed incident reports for management, highlighting trends and areas for improvement.
  • Collaborated with Change Management teams to mitigate risks during system updates.
  • Analyzed incident patterns to identify recurring issues and proposed proactive solutions.
  • Ensured seamless communication and documentation during escalated incidents.
  • Provided insights and recommendations for enhancing incident handling processes.

Education

Bachelor of Science - Computer And Information Science

Deogiri college of Aurangabad
Aurangabad
06-2022

Skills

  • Incident Lifecycle Management
  • Stakeholder Communication
  • Root Cause Analysis
  • Continuous Improvement
  • Crisis Management
  • Performance Reporting
  • Application Support
  • Service level agreements
  • Post-incident reviews
  • ITIL framework
  • Business continuity
  • Monitoring tools
  • Process improvement
  • Documentation standards

Accomplishments

Quick Learner Award: Recognized for rapid skill acquisition.

Certification

  • SQL for Data Analysis: Beginner MySQL Business Intelligence
  • Working with Large Language Models in Generative AI
  • Catapult L2 Training certificate.

Projects

Wipro Client's project, 01/01/22, Present, Led a cross-functional team to manage high-impact incidents, resulting in a 30% reduction in resolution time., Implemented incident response strategies that improved operational efficiency by 25%., Orchestrated and led targeted training sessions for support teams, emphasizing incident management compliance; enhanced team efficiency by 30% and achieved a 20% decrease in recurring issues within six months.

Timeline

MAJOR INCIDENT MANAGER

Wipro
04.2024 - Current

INCIDENT MANAGER

Wipro
10.2021 - 01.2024

Bachelor of Science - Computer And Information Science

Deogiri college of Aurangabad

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Atharva Jogas