Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
LANGUAGES
Hobbies
Timeline
Generic

Rohit Ranjan Diwan

Pune

Summary

Dynamic Major Incident Manager with over 6 years of experience leading high-stakes incident resolution and ensuring effective communication across teams. Skilled in analyzing incident data and implementing strategies to enhance service delivery and operational resilience. Committed to driving continuous improvement and fostering collaboration to minimize downtime and optimize performance.

Overview

10
10
years of professional experience

Work History

Senior Engineer - Cloud & Infra

LTIMindtree
12.2023 - Current
  • Led Efficient Incident Management: Streamlined response processes, escalated high-priority incidents, and ensured swift recovery to minimize business impact.
  • Ensured 24/7 Operational Support: Provided round-the-clock on-call coverage and collaborated effectively during shift handovers for continuity.
  • Maintained High Standards in Monitoring and Ticketing: Proactively monitored systems and upheld strict practices for Incident, Change, and Problem management.
  • Enabled Post-Incident Learning: Facilitated reviews and ensured comprehensive documentation to drive improvements and knowledge sharing.
  • Drove Continuous Improvement: Participated in initiatives to refine incident management practices and raise operational standards.
  • Communicated Across Stakeholders: Coordinated with technical teams and leadership during incidents, ensuring clear, aligned communication.

Incident manager/Major Incident Manager

Wipro Technologies
09.2021 - 12.2023
  • Event Detection & Filtration via monitoring tools
  • Timely escalation to internal teams for any potential business impacting incidents
  • Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s ServiceNow queue
  • Initiating Incident Management, by recognizing/verifying an event or an issue reported through self-service portal or alert monitoring
  • Create and improve standard operating procedures as needed and in a timely fashion
  • Develop and maintain comprehensive knowledge articles
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Ensure all incidents are resolved with in defined SLA
  • Point of contact for all Major Incidents
  • Responsible for coordinating response 24x7 for all severity 1 and 2 incidents and any lower-level incidents having significant business impact
  • Participate in Incident review following major Incidents
  • Project 2: IHS Markit

Senior IT Analyst

Collabera Technologies. (Goldman Sachs)
03.2019 - 08.2019
  • Help Goldman Sachs employees from all regions regarding the technical issues
  • Providing Support via calls, chats, emails and Skype
  • Follow up with the users regarding the issues and make sure that the issue is fixed
  • Escalating the issues to appropriate teams to get the resolutions so that the user’s work does not get interrupted
  • Helping banking users with all the office applications such as Word, Excel, PowerPoint and Outlook
  • Helping all the users regarding the account related issues such as unlocking account and resetting the password
  • Handle all issues such as hardware, system performance, servers, process applications, mobile applications, security applications etc
  • Helping with the installations and removing of applications to the users based on the requirements and permissions
  • Making sure that all the compliance software are installed and running, and help users to understand the importance of these applications

Technical Support Engineer (Level-1 and Level-2)

Convergys India Services Pvt Ltd.
03.2017 - 04.2018
  • Chat and Inbound technical support for Microsoft Windows and Office Suite
  • Dealing with various issues for Microsoft products such as Download, Install and Activation of Windows and Office suite
  • Windows troubleshooting: BSOD, black screen, Windows update and post update issues
  • Helping customers regarding their concerns related to Windows
  • Helping customers to troubleshoot the issues by establishing remote sessions
  • Calling back the customers for the escalated cases and helping the customers to fix the issue related to Windows operating system
  • Providing proper guidance to the customers if the issue is not related to Microsoft
  • Redirecting the calls to appropriate teams if the issue does not come under line of business

Technical Support Engineer

Magna Infotech (HP Inc.)
12.2015 - 12.2016
  • Handling inbound calls from HP onsite engineers to open or create new tickets
  • Set up onsite service for the customers so that the issue is resolved
  • Doing callbacks to the customers to check whether issue is resolved, if not, provide further assistance over the call
  • Troubleshooting of the systems over the call to provide remote resolution
  • Drafting email to customers with appropriate troubleshooting steps that can resolve issues

Education

Bachelor of Engineering - Computer Science and Engineering

Shaikh College of Engineering And Technology
01-2018

Diploma - Information Science

Vasantrao Potdar Polytechnic
05-2010

SSLC -

B. K. Model High School
03-2006

Skills

  • ITIL
  • ITSM
  • Major Incident Management
  • Communication
  • Team Collaboration
  • Flexible and Adaptable
  • Dependable and Responsible
  • Cross-functional Service
  • Quality service
  • Incident Response
  • Escalation Procedures
  • Operational excellence

Certification

Completed ITIL 4 Foundation: an introduction to ITIL 4 by PeopleCert.

Accomplishments

    Received Beyond Performance Award multiple times.

    Received multiple appreciations from multiple clients in career.

LANGUAGES

English
Marathi
Hindi
Kannada

Hobbies

Cooking

Travelling

Watching Anime

Timeline

Senior Engineer - Cloud & Infra

LTIMindtree
12.2023 - Current

Incident manager/Major Incident Manager

Wipro Technologies
09.2021 - 12.2023

Senior IT Analyst

Collabera Technologies. (Goldman Sachs)
03.2019 - 08.2019

Technical Support Engineer (Level-1 and Level-2)

Convergys India Services Pvt Ltd.
03.2017 - 04.2018

Technical Support Engineer

Magna Infotech (HP Inc.)
12.2015 - 12.2016

Bachelor of Engineering - Computer Science and Engineering

Shaikh College of Engineering And Technology

Diploma - Information Science

Vasantrao Potdar Polytechnic

SSLC -

B. K. Model High School

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Rohit Ranjan Diwan