HARSHA BV

MAJOR INCIDENT / INCIDENT MANAGER

CONTACT SUMMARY
HARSHABVH@GMAIL.COM - Experienced professional with ITIL V3 Certified having overall work experience in Information

Cell No: +91 - 9632787754 Technology (IT)

- Skilled in IT Service Management(ITSM),Incident Management, Major Incident Management,
Sail Point IQ, Identity and Access Management(IAM),Resource & Capacity Management(R&CM)

Forge Rock IAM, Service Delivery, Operations Management.

- Highly regarded as a committed and motivated who puts the customer in focus when problems
arise.

EDUCATION - Bachelor of Engineering in Computer Science (BE)

Visvesvaraya Technological University (VTU)

SKILLS ACHIEVEMENTS
ITIL V3 Certified - Received Hats Off Award twice for Q2 2020.
Sail Point IQ - IBM Star Performer Award for Q1 2013.
Forge Rock IAM - Top Annual Performance rating for the year 2013.
Service Now - Honor of being inducted into IBM’s Hall of Fame for handling all incidents well within SLA.
IBM Maximo - Brought the Incident Misroute count down to less than 0.75% from 3.8%
BMC Remedy - Part of the Reverse Transition Team in getting smooth transition for Level 1 support.
MS Office - Identified as Single Point of Contact [SPOC] when training new hires for the United Kingdom &
Able to demonstrate good Ireland(UKI)
oral, written, and Phone
communication skills

EXPERIENCE
MINDTREE MAJOR INCIDENT / INCIDENT MANAGER
SEPT 2019-PRESENT - Establishing the capabilities to resolve the incidents, service requests and restore service as
rapidly as possible and driving all activities related towards resolution.
- Ensuring that the appropriate communications are sent to senior management and other stake
holders, keeping them informed about the incidents and tasks resolution progress.
- Initiate conference calls to have a discussion with all business stake holders for their respective
applications to get on boarded into production phase.
- Provisioning access for VP,SVP,internal and external users for quite a number of applications
which includes creation, modification, deletion of user groups, accounts.
- Gathering necessary details from business stakeholders, integrating these applications
(MongoDB,Splunk, LDAP, AD based apps) in getting them on boarded to SailPoint IQ and
providing L1 support by ensuring access are granted to users.
- Support for configuration of applications to use Azure AD as the place where user information is
stored.
- Providing audit evidences, setting up conference calls with external auditors (EY, PWC,
KPMG) in knowing their requirements and presenting it for the closure of biweekly, quarterly
and annual review.
- Knowledge of CyberArk privileged accounts in getting the users the required entitlement access
 HARSHA BV
MAJOR INCIDENT /
INCIDENT MANAGER

and also work closely with the cyberArk team in helping them integrate in to the Sailpoint IQ

COGNIZANT TECHNICAL LEAD (INCIDENT MANAGER)

SEPT 2016 – JUNE 2017 - Executive representation in huddles and staff sessions.
- Involving all the appropriate support teams for expedited troubleshooting via technical and
business bridges.
- Facilitate in appropriate diagnosis of the incident and drive the detected incident towards
resolution either by workaround or permanent solution.
- Roll out alerts, communicate with internal stakeholders and customer, stakeholders DPE as
necessary about status, resolution.
- Providing technical suggestions based on historical incidents
- Follow the escalation hierarchy and have the services back to BAU with the agreed SLA.
- Post restoration, document the timelines and provide input for identifying the root cause.

IBM INCIDENT MANAGER

OCT 2012 – AUG 2016 - Work primarily is focused on Sev1 incidents, Sev2 incidents, Problem Management, root Cause
reviews and internal escalations.
- Open/initiate technical bridge calls for Incidents with more than one resolver group (Client and
client Third party groups) and run the technical bridge calls end to end if there is no possible
outlook for resolution to the incident.
- Record and classify received Incidents and undertake an immediate effort to restore failed
services while working for most efficient time to restoration.
- Following the Escalation procedure as per agreed timelines.
- Drives standard execution of the Escalated Incident Management process.
- Own Root Cause Analysis process and delegate information requests to technical resources
involved in restoration of services.

IBM TECHNICAL SUPPORT REPRESENTATIVE

DEC 2011 – OCT 2012 - First point of contact for providing Level 1 support for IBM’s third party client which is Concur
- Played an important role in the technical aspects of troubleshooting remote desktop issues.
- Working with customers to identify computer problems and advising on the solution logging and
keeping records of customer queries.
- Performing RCA for surveys to nullify the process gaps and working with leads and managers to
discuss and reduce the number of dissatisfaction's for the team.
- Diagnose and resolve technical hardware and software issues.