1. Anshuman Lohani
Phone: +91 7259 269718
Email: anshuman.lohani@gmail.com
Experience Summary
• An ITIL V3 Certified Professional. Currently associated with Cognizant Technologies
Solutions as Incident & Problem Manager.
Incident Management: Tasks included - quickly restoration of incidents, reduction of MTTR
(Mean time to resolve), business impacting time, Prioritization, facilitate recovery activities,
Quality (Audits), Effective Bridge handling and Communications to stakeholders etc.
Problem Management: Tasks Included – Reactive PM: Review of RCA/LTF details, Daily follow up
of open problem tickets, Communications on SLA to technical teams, Reporting’s, maintaining
existing/introducing Metrics and KPI’s, Reduction of Incidents, Business impacting and resolution
time based on the Goals set. Proactive PM: Various trending for effective problem identification,
Recurring CI failures, process enhancements, etc
Working Experience:
• Joined as Senior System Executive in Cognizant Technology Solutions, Bangalore
form November 2013 – till date ( www.cognizant.com).
Roles and Responsibilities:
Problem/ Critical Incident Management:
• Good understanding of infrastructure technologies (Servers, Email and Messaging
Services and Networking, etc.)
• Adhere to ITIL best practices.
• Leads PIR meetings. Tracks the progress of all Problem Records to ensure the
completion of problem root cause and error resolution tasks.
• Chair Problem Management calls for obtaining RCA (Root Cause Analysis)
pertaining to various incidents.
• Review the Root-Cause-Analysis and Long-Term-Fix details provided by the
appropriate IT group on a problem record and make a right decision on
acceptance of the corresponding solution (Techniques: 5 Why’s and others)
• Efficient tracking of Problem Records; follow-up with business units as necessary
to expedite problem closure.
• Validate the implemented solution that resolved the problem.
• Works with multiple application, systems, database and network teams on root
cause analysis as part of the problem management process.
• Maintains knowledge Base of all incidents occurred and workarounds available
and provide necessary information to Business users in the event of a re-
occurrence of the incident and thus reducing the downtime.
• Review status of open & aging incident & problem tickets on a regular basis.
• Providing the regular feedback to incident management on the Data quality which
helps Problem management and various IT teams.

2. • Facilitate the recovery of all Priority 1 incidents with appropriate reporting and
notifications to key stakeholders (Major Incident Management – MIM)
• Responsible for restoring services back to normal in the event of a Priority 1
incidentoutage.
• Follow the management defined Incident policies, processes and procedures
2. Worked as Junior Technical Service Engineer in Altisource, Bangalore from February 2012
– October 2013 (www.altisource.com).
Incident Management:
• Adhere to ITIL best practices
• Responsible for restoring services back to normal in the event of a major
incidentoutage
• Major Incident Management.
• Handle High priority incidentsoutages.
• Follow the management defined Incident policies, processes and procedures
• Initiate, Drive and close the Incident crisis/bridge call categorized by Impact to
the business
• Follow up and coordinate incidents from incident logging till closure
• Responsible for all coordination and enable communication channel for high
impact incidents by opening bridge call and by sharing continuous updates
• Taking complete ownership of incidents and drive the Incident crisisbridge call
and take the Incident to closure.
• Responsible for all coordination for Incident Resolution and repair activities
• Continuously inform all stakeholders on the status through Incident Management
Notification towards internal teams, residential or corporate customers, external
partners worldwide and other possible stakeholders.
• Provide adequate means for efficient handling of Critical Incidents, example: IVR
updates, Operations Bridge, Contact lists, ‘War Room’
• Maintain a Knowledge Base of all incidents occurred and workarounds available
and provide necessary information to Business users and clients in the event of a
re-occurrence of the Incident and thus reducing the downtime.
• Send out daily incident reports to senior management and other stakeholders and
organize conference calls for further discussions.
• Active Participation in Problem Management and Change Management process.
• Participate in Problem management service quality review call and prepare the
action items for each major Incident and ensure the action items are addressed
within the stipulated time
Certifications:
• ITIL V3 foundation certified Professional.
• MCITP Trainings
Technical Skills:
Area Skills
Key Performance Areas ITIL process, Incident/Problem Management

3. Area Skills
Packages Microsoft Office(Word, Excel ,Power Point, Outlook)
Operating Systems Windows Server 2008, Windows XP, Windows 7.
Tools Remedy 8.1, Microsoft Lync
Soft Skills:
• Competent enough to work in challenging environment.
• A high level of commitment towards work.
• Excellent Communication, interpersonal & teamwork skills.
• Ability to work under pressure.
• Team player who adapts well with people at all levels.
• Ability to work independently and taking initiative in a team.
Trainings Undergone :
• Business and Customer Interaction.
• Business Communication Skills.
• Advanced Excel.
• Email Writing Etiquette.
Education:
• Bachelor of Technology specialized in Computer Science, First Class with 72%,
Uttarakhand Technical University, Dehradun.
• HSC specialized in Math’s & Science, First Class with 80%, K .V. Ranikhet
• SSLC specialized in Math’s & Science, First Class with 78%, Army School Ranikhet
Personal Information:
Father’s Name : Dr. B.B Lohani
Date of Birth : 17th March ,1990
Location: Bangalore.
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