Naveen Rao profile photo 1 on Tal

Naveen Rao

Critical Incident Manager

Bengaluru

6+ years of work experience

May 20251 yr 5 mosPresent

Bengaluru

• Facilitate outage calls and ensure that all the required resources are engaged to work a Major Incident. • Provide timely, regular, and comprehensive updates to key stakeholders. • Reviewing all incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process. • Participating in regular incident meetings to review open incidents and drive timely closure. • Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions • Implementing the required proactive measures to reduce customer faults and obstacles. • Regularly providing updates to bigger staff and customers on addressed and ongoing problems and incidents • Aiding with both internal and external customers. • Managed service delivery, SLA adherence, and data evaluation for assigned incidents
CosMicIT
Feb 20241 yr 2 mosMar 2025

Bengaluru

Major Incident Manager • Led Incident & Service Request Management, driving resolution of outages via workaround or permanent fix, resulting in a 80% reduction in resolution time. • Managed stakeholder communications and provided timely updates using ServiceNow tools, enhancing communication efficiency by 90%. • Prepared post-incident review documents and facilitated problem management review meetings, ensuring accurate and timely communication to internal and external stakeholders.
Jul 20221 yr 8 mosFeb 2024

Bengaluru, Karnataka, India

• Drove incident resolution through support engagement, ensuring proper escalation procedures and engaging correct supportteams, resulting in an 80% reduction in resolution time. • Documented key actions and events during conference calls, and notified senior leadership of current status and impact,enhancing communication efficiency by 90%. • Prepared post-incident documentation to assist problem management in root cause analysis, ensuring accurate and timelycommunication to internal and external stakeholders.
Jan 20211 yr 7 mosJul 2022

Bengaluru, Karnataka, India

• Facilitated outage calls and engaged resources to manage Major Incidents, reducing resolution time by 80%. • Served as an escalation point of contact, restoring services and ensuring effective communication with stakeholders. • Prepared reports on major changes, ensuring timely communication to executives and stakeholders, enhancing communication efficiency by 90%.
Sep 20197 mosMar 2020

Bengaluru, Karnataka, India

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Responsible for communicating with the Incident Process Owner. Representing as a Single Point of Contact (SPOC) for Major Incidents. Responsible for the effective implementation of the process Incident Management, Change Management and carries out therespective reporting procedure. Point of contact for all Major Incidents and Escalation Management. Monitor the incidents to ensure that the Service Level Agreement are respected.

Naveen’s AI Stack

openai
openai

Education

Mangalore university

Bachelor of Science - BS, Mathematics

Mangalore university

20013 yrs2004
St. Aloysius (Deemed to be University)

Bachelor of Science - BS, Computer Science

St. Aloysius (Deemed to be University)

19983 yrs2001

Join Naveen and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Naveen Rao on Tal

Headline

Critical Incident Manager

About

At Ahead Technologies, my focus is on elevating IT service management through adept incident resolution and data-driven analysis. Leveraging ServiceNow and a suite of analytical tools, our team has achieved an impressive 80% reduction in resolution times, underscoring our commitment to operational excellence and minimal business disruption. Leadership in ITSM goes beyond process oversight; it's about championing swift service restoration and infusing our delivery with strategic insights. By fostering cross-functional collaboration and a culture anchored in transparency, we've enhanced communication efficiency by 90% and solidified our reputation for providing top-tier IT services.

Location

Bengaluru

AI stack

openai

Work experience

Critical Incident Manager at Ahead Technologies Pvt Ltd, May 2025 - Present · 1 yr 5 mos, Bengaluru, • Facilitate outage calls and ensure that all the required resources are engaged to work a Major Incident. • Provide timely, regular, and comprehensive updates to key stakeholders. • Reviewing all incidents to ensure that they are documented correctly in the Incident report as per the Incident Management process. • Participating in regular incident meetings to review open incidents and drive timely closure. • Run root cause analysis meetings to identify issues, lessons learnt, and preventive actions • Implementing the required proactive measures to reduce customer faults and obstacles. • Regularly providing updates to bigger staff and customers on addressed and ongoing problems and incidents • Aiding with both internal and external customers. • Managed service delivery, SLA adherence, and data evaluation for assigned incidents

Senior Manager ITSM at CosMicIT, Feb 2024 - Mar 2025 · 1 yr 2 mos, Bengaluru, Major Incident Manager • Led Incident & Service Request Management, driving resolution of outages via workaround or permanent fix, resulting in a 80% reduction in resolution time. • Managed stakeholder communications and provided timely updates using ServiceNow tools, enhancing communication efficiency by 90%. • Prepared post-incident review documents and facilitated problem management review meetings, ensuring accurate and timely communication to internal and external stakeholders.

Technical Manager at Algonomy Software Private Limited, Jul 2022 - Feb 2024 · 1 yr 8 mos, Bengaluru, Karnataka, India, • Drove incident resolution through support engagement, ensuring proper escalation procedures and engaging correct supportteams, resulting in an 80% reduction in resolution time. • Documented key actions and events during conference calls, and notified senior leadership of current status and impact,enhancing communication efficiency by 90%. • Prepared post-incident documentation to assist problem management in root cause analysis, ensuring accurate and timelycommunication to internal and external stakeholders.

IT Operations - Cloud at NetEnrich Technologies Pvt Limited, Jan 2021 - Jul 2022 · 1 yr 7 mos, Bengaluru, Karnataka, India, • Facilitated outage calls and engaged resources to manage Major Incidents, reducing resolution time by 80%. • Served as an escalation point of contact, restoring services and ensuring effective communication with stakeholders. • Prepared reports on major changes, ensuring timely communication to executives and stakeholders, enhancing communication efficiency by 90%.

Project Consultant at Caelumlore IT Solutions Pvt Limited, Sep 2019 - Mar 2020 · 7 mos, Bengaluru, Karnataka, India, Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process. Responsible for communicating with the Incident Process Owner. Representing as a Single Point of Contact (SPOC) for Major Incidents. Responsible for the effective implementation of the process Incident Management, Change Management and carries out therespective reporting procedure. Point of contact for all Major Incidents and Escalation Management. Monitor the incidents to ensure that the Service Level Agreement are respected.

Education

Bachelor of Science - BS, Mathematics, Mangalore university

Bachelor of Science - BS, Computer Science, St. Aloysius (Deemed to be University)