ASIT KUMAR SUBUDHIRAY

Major Incident & Change Manager

Cuttack, IN.

About

Highly accomplished Major Incident & Change Manager with over 8 years of experience driving IT Service Management excellence across complex enterprise environments. Specializing in major incident coordination, change implementation, and service delivery, proficiently leveraging ServiceNow and advanced monitoring tools like SolarWinds, Zabbix, and Splunk to proactively resolve critical incidents. Proven ability to minimize business disruption, enhance operational efficiency, and champion continual service improvement (CSI) through expert stakeholder communication and root cause analysis in multi-vendor, cross-functional setups.

Work

Textcode Technologies

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Major Incident Manager

Cuttack, Odisha, India

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Summary

Currently leading end-to-end major incident management at Textcode Technologies, focusing on rapid resolution and enhancing IT Service Management maturity.

Highlights

Led end-to-end management of critical incidents, significantly reducing Mean Time To Resolution (MTTR) and minimizing business disruption.

Coordinated high-priority war rooms and managed complex vendor escalations, ensuring strict compliance with OLA/SLAs for critical service restoration.

Leveraged ServiceNow workflows and CMDB for precise incident analysis and resolution tracking, improving data accuracy and efficiency.

Developed and implemented knowledge base articles, Operational Level Agreements (OLAs), and Continual Service Improvement (CSI) action plans, elevating overall ITSM maturity.

HCL Technologies

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Senior Specialist – Major Incident Manager

Cuttack, Odisha, India

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Summary

Managed critical incident resolution and service delivery as a Senior Specialist at HCL Technologies, focusing on proactive mitigation and process enhancement.

Highlights

Directed the swift resolution of Sev1/Sev2 incidents and coordinated bridge calls, effectively mitigating outages and restoring critical services.

Authored comprehensive post-incident reviews and facilitated seamless Root Cause Analysis (RCA) handovers with Problem Management, driving preventative measures.

Maintained ServiceNow CMDB integrity and configured dynamic dashboards for real-time SLA monitoring, ensuring proactive performance oversight.

Designed and executed robust Business Continuity Planning (BCP)/Disaster Recovery (DR) drills and risk assessments, significantly enhancing organizational resilience.

Implemented ServiceNow automation for critical notifications, aging ticket alerts, and escalation workflows, improving response times and operational efficiency.

NTT Data Services (Unistar Softech Pvt. Ltd.)

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Major Incident Manager

Cuttack, Odisha, India

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Summary

Led major incident response and ITIL process optimization at NTT Data Services, ensuring rapid resolution and effective communication.

Highlights

Chaired major incident bridges and escalated high-priority issues, ensuring real-time updates and minimizing service disruption for critical systems.

Managed comprehensive documentation, conducted impact assessments, and facilitated clear communication with senior leadership, enabling informed decision-making during crises.

Coordinated Root Cause Analysis (RCA) sessions, identified key improvement areas, and streamlined ITIL processes, enhancing overall service quality.

NTT Data Services (Unistar Softech Pvt. Ltd.)

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Incident Manager

Cuttack, Odisha, India

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Summary

Managed incident escalations and ensured timely resolution at NTT Data Services, contributing to service level adherence and continuous improvement.

Highlights

Handled incident escalations and ensured timely resolution, consistently achieving alignment with Service Level Agreements (SLAs).

Provided comprehensive post-incident documentation and actively supported root cause analysis initiatives, fostering a culture of continuous improvement.

Maintained 24/7 on-call availability, including weekends and holidays, demonstrating unwavering commitment to critical service support.

Education

Choudwar College, Utkal University

Cuttack, Odisha, India
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Bachelor of Science (B.Sc.) Science

Languages

English

Hindi

Oriya

Skills

IT Service Management

Major Incident & Crisis Management (P1/P2), ITIL v3/v4 Frameworks, SIAM Functions, Change Management, Problem Management, SLA/OLA Governance & Reporting, Business Continuity & Disaster Recovery (BCP/DR), Knowledge Base Management, Process Documentation, Service Delivery, Operational Issue Resolution, Continual Service Improvement (CSI).

Tools & Technologies

ServiceNow (ITSM, CMDB, Dashboards, Workflows, Automation), SolarWinds, Zabbix, Nagios, Splunk, AppDynamics, Dynatrace, Windows OS (XP, Vista, 7, 8, 10, 11), MS Office (Word, Excel, PowerPoint).

Analytical & Problem Solving

Root Cause Analysis (5 Whys, Fishbone), KAPA, Analytical Thinking, Problem Solving Skills.

Communication & Leadership

War Room & Executive Communication, Stakeholder Management, Client Servicing, Customer Support, Written & Verbal Communication, Leadership Skills, Decision Making & Judgment Ability, Mentoring & Guiding Employees, Team Collaboration.

Operational Excellence

Performance Improvement, Achieving Objectives, Organizational Growth, Adaptability, Attention to Detail.

Interests

Hobbies

Reading stories, Swimming.