Rajeev Kumar

• Managed end to end P1/P2 Major incidents across APAC, EMEA, and DIBS, ensuring rapid
service restoration using ServiceNow and CA Service Desk.
• Achieved 99% SLA compliance (improved from 90% YoY) and reduced Mean Time to
Resolution (MTTR) by ~35% through structured escalation models and bridge governance.
• Delivered 100% RCA completion, resolving 12 chronic issues permanently through Problem
Management, reducing recurring incidents by 9%.
• Led war rooms and executive bridge calls, coordinating application, infrastructure, network, and
third-party vendor teams to drive resolution accountability.
• Conducted incident triage, prioritization, and impact assessment in alignment with ITIL v4
incident lifecycle management.
• Ensured strict SLA adherence, proactively escalating risks to senior management to prevent
breaches.
• Managed change related outages, ensuring 100% senior leadership notification and delivery
of corrective/preventive action plans within 2 hours.
• Provided structured executive communications, including 30-minute outage updates, improving
stakeholder confidence and satisfaction by 30%.
• Produced weekly/monthly KPI dashboards, MTTR metrics, and incident trend analysis,
influencing three infrastructure investments that eliminated repeat outages.
• Led Service Improvement Plans (SIP), supported business continuity, and mitigated
operational risks by identifying single points of failure.
• Authored incident knowledge base documentation and onboarded 6 new MIM team members,
reducing ramp-up time by 40%.

• Triaged and resolved incidents based on business impact and urgency, adhering to ITIL
aligned Incident Management processes and meeting SLA targets.
• Managed Critical Situations (CritSit / P1 / P2) using defined functional and hierarchical
escalation protocols to restore services within agreed timelines.
• Monitored and responded to system and monitoring alerts, distinguishing tool generated alerts
from user reported incidents for efficient routing.
• Delivered application, project, and end user support, including issue resolution, escalation
management, user guidance, and cross-team coordination.
• Provided technical support for software installations and desktop hardware, collaborating
with internal teams and third-party vendors to ensure service continuity.