Aman Kumar has over 10 years of experience in IT customer support and incident management, currently working as a Critical Incident/Escalation Manager at HCL Technologies in Noida, India. He has a bachelor's degree in science and certifications in ITIL processes. His responsibilities include quickly responding to service interruptions, ensuring SLAs are met, documenting incidents, and driving meetings to resolve critical issues.

1. Title
Aman Kumar (Critical Incident / Escalation Manager)
Primary Skills
Accomplished IT professional with excellent leadership and decision making skills
Location
HCL Technologies. Noida (U.P)
Posted
Aug-01-2015
RESUME DETAILS
Career Overview
Accomplished IT professional with excellent leadership and decision making skills. Extensive
experience dealing with critical incidents, SLA requirements and interfacing directly with
customers. Well versed in ITIL methodologies and instrumental in developing refined process
models for delivery.
Qualifications
Bachelor in Science (Bundelkhand University, Jhansi, U.P)
Senior Secondary (Government Internal School, Jhansi)
Higher Secondary (Army School, Jhansi)
ITIL V3 Foundation Certification (Expertise: Incident and Proactive Problem Management)
Professional Experience
Sept 2012 to Current
HCL Technologies, Noida (U.P).
CEVA Logistics - Project-2nd
Critical Incident / Escalation Manager
Quickly responds to all notifications of unplanned service interruptions from the customer.
Provides primary initial incident support. Documents, categorizes and prioritize incidents as they
occur.
Ensures that incident routing does not meet bottlenecks and that appropriate resources have
been engaged to effectively investigate and diagnose critical incidents.
Understands SLA requirements and works to ensure those requirements are met when possible.
Aggressively drives conference meetings with the customer, Infra/Application support teams and
third party vendors.
Provides timely feedback to upper level management, both HCL and the customer on all
incidents.
Feedback includes, but is not limited to incident descriptions, Summary Report, After Action
Report, Quality Audit of a complete BC, White board, Checklist, Region wise ‘Daily Activity
Tracker’, detailed timelines, action plans, workarounds, and resolution of incidents.

2. Documentation to Proactive Problem Management and attends weekly RCA meetings with the
HCL Apps/Infra SDM’s and the support groups to determine the root cause of incidents, regular
follow-up with the respective support group for the completion of the Problem Ticket and
Proactive Problem tickets within the required SLA.
Detailed CIM KPP’s
• Follow up with the respective (Application/Infra) teams to complete the AAR (After Action
Report) post identifying the workaround and the cause to help the team in completing the
RCA.
• Follow up with the respective (Application/Infra) teams to complete the ‘Summary
Report’ for any business critical which were leading to Operational/Financial Loss to the
business, in order to prevent any further occurrence.
• Managed entire end-to-end business critical (BC) lifecycle adhering to the defined process
i.e. Record details and Classify Remedy Incident as Business Critical as advised by end
user, driving conference bridges, timely updating ‘white board’ and following escalation
matrix, posting regular & publish subsequent status updates/Flash reports every 60
minutes for P2 and 30 minutes for P1, circulating periodic communication to CIMG,
Accurately record and document all the key timeline activities during the Resolution of an
Incident. Ensure proper communication with and coordination of appropriate resources
from the HCL support groups to restore IT services.
• Ensures handover of responsibility to other resolver groups and escalates to the Service
Management Group in the event of dispute or lack of ownership, when the situation
demands.
• Invoke Situation Management skills for BC (Upgrade/downgrade) when the situation
demands or warrants lower/higher priority.
• Coordinating with Global Data Center Monitoring team for Alert Monitoring, recording and
invoke Situation Management (when situation demands over isolated CI). Acknowledge to
the outage audience post accessing the impact with the help of the infra support group,
Technical Operation Managers and Data Center Managers.
• Agent call audits on daily basis and share feedbacks to maintain and well organize the
Service Desk Team for any business critical.
July 2011 to Sept 2012
HCL Technologies, Noida (U.P).
Nokia Project-1st
Collaborator Care Support Analyst
Extensive experience in managing Client Business Collaborator Partner/stake holders for user
account management, handling technical/non-technical reported IT related issues, access
rights/user group/application/network/server related etc.
• Providing support to Global Nokia Employees regarding IT infrastructure issues and
queries.
• Logging all calls in the Service Desk ticketing system (Remedy ITSM) and managing them

3. within the prescribed SLA.
• Assist in installation of corporate Windows images on client computers.
• Manage L2 and escalation cases effectively.
• Root analysis on tickets and assigning them to L3/ other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Preparing Outage reports and follow-up with next level team till the outage is resolved.
• Troubleshoot Domain related queries including addition and deletion of computers to the
domain.
• Troubleshoot outlook and exchange related queries including Microsoft Lync 2010.
• Troubleshoot VPN and User account related queries.
Provide training to the new responsible person of the companies (collaborator partner)
The experience of around half a year in handling a team of 6 members as RM backup
Moved to transition and responsible for supported tools deployment.
Experience in managing, consulting, deployment and implementation of Direct Access 2012
(Remote Access) in a large scale organization
Feb 2010 to Sept 2010
Quatrro Global Services
Customer Care Representative
Worked with Quatrro Global Services as sales technician representative for multiple US processes
(cyber-defender, IOLO, IS3, and myphonesupport) since 15th of February till 30th of September
Oct 2007 to Sept 2009
IBM Daksh Business Services Pvt. Ltd
Customer Care Representative
Worked with IBM as Customer Care representative (Tech), for Virgin media Broadband UK (ISP)
• Troubleshooting on routers & modems.
• Keep track & escalate the line faults.
• Perform the line test & raise the faults.
• Handling the OJT Batches.
• Handling Escalations
• Troubleshoot on Online, Disconnections, and Slowness issues.
• Configuration of the routers on wired as well as on wireless connections on windows XP,
Vista, Apple Mac.
• Troubleshoot on Virgin media software’s
• Supported devices: Netgear- G and N Routers Series .
CONTACT DETAILS
F-247 Delta 1st
Greater Noida (U.P)

4. +91- 9650343294
+91- 9650035447
Aman.kumar7562@gmail.com