History, Space and Psychology
Ranjan Wali
Major Incident Manager
Wembley
Summary
Proficient business emergency management professional well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing and modeling data in order to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Major Incident Manager
Vodafone
09.2020 - 08.2023
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
Major Incident Manager
IBM
12.2016 - 09.2020
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
Incident Manager
Here Technologies
05.2014 - 08.2016
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
Operations Support Specialist
Nokia
02.2009 - 05.2014
- Streamlined operations support processes by implementing effective organizational strategies and tools.
- Identified areas for improvement in current processes, proposing innovative solutions that led to cost savings and increased efficiency.
- Maintained a safe and clean working environment by adhering to company policies and industry regulations, resulting in fewer accidents and a more pleasant workspace.
- Participated in strategic planning sessions aimed at optimizing operations support services based on current trends and anticipated future needs.
Education
Master of Science - Computer Applications
04.2001 -
Skills
IT Service Management (ITIL)undefined
Projects
Project - Major Incident Management Process
Role - Project Lead
Location - Cloud Computing Operations and Delivery – Chicago Support Operations
Description:
- To create a process which gives guidelines to Support Operations for
coordinating with the appropriate resolver groups responsible for
incident recovery during Major incidents i.e. P0/P1/P2 (Catastrophic/Critical/High) - Documenting recovery actions for Problem Management Root Cause.
- MIR (Major Incident Report) process analysis.
- Communications to stakeholders and internal areas.
Result:
- After completion of this project, Support Operations had specific
guidelines while handling Major Incidents.
- With this deviation from process were avoided.
- Do's and Don't while handling major incidents were easily identified and
followed.
Certification
ITIL
Interests
Timeline
Major Incident Manager - Vodafone
09.2020 - 08.2023
Major Incident Manager - IBM
12.2016 - 09.2020
Incident Manager - Here Technologies
05.2014 - 08.2016
Operations Support Specialist - Nokia
02.2009 - 05.2014
JRN University - Master of Science, Computer Applications
04.2001 -
Similar Profiles
Madhuri KonduruMadhuri Konduru
Assistant Manager at VodafoneAssistant Manager at Vodafone
Youssef RagabYoussef Ragab
Customer Service Representative at VodafoneCustomer Service Representative at Vodafone
Shorouk FathyShorouk Fathy
Sales Agent at VodafoneSales Agent at Vodafone
Chantell BeechChantell Beech
Sales Assistant at VodafoneSales Assistant at Vodafone
Naridia Wint FroyzeNaridia Wint Froyze
Customer Service Assistant at DFL ImporterCustomer Service Assistant at DFL Importer