Rafat Deshmukh
Monsey
Summary
Professional Problem Management Specialist with proven expertise in identifying, analyzing, and resolving complex issues. Skilled in root cause analysis, incident management, and continuous improvement initiatives. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable in high-pressure environments. Proficient in ITIL processes, problem-solving, and stakeholder communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Problem Manager
ABC Enterprise Solutions
01.2022 - Current
- Large-scale enterprise supporting infrastructure across cloud, on-prem, and hybrid environments with 30,000+ users and mission-critical applications.
- Key Responsibilities
- Lead complete Problem Management lifecycle, from problem detection through RCA, CAPA tracking, and closure.
- Conduct deep technical RCA using:
- 5 Whys
- Fishbone/Ishikawa
- Fault Tree Analysis
- Kepner-Tregoe (KT)
- Timeline Reconstruction
- Manage recurring incident analysis and correlate incident clusters using ServiceNow, historical data, and log analytics.
- Facilitate major problem review meetings with engineering leads (Network, SRE, DevOps, Cloud, Database).
- Produce detailed RCA reports for Director, VP, and CIO-level review.
- Coordinate long-term fixes, ensuring measurable improvement and preventing similar failures.
- Partner with monitoring teams to enhance observability, refine alert thresholds, and reduce noise.
- Maintain and improve the Known Error Database (KEDB) and ensure documentation consistency.
- Drive process improvement, increasing maturity of Problem Management practice.
- Expanded Achievements
- Reduced recurring P2/P3 incidents by 32% by implementing systemic fixes across application and network domains.
- Improved RCA delivery SLA compliance from 65% → 95% through new governance structures.
- Successfully identified cloud-based memory leaks through Dynatrace, avoiding repeated service degradation.
- Introduced a cross-functional Problem Review Board (PRB), improving accountability for corrective actions.
- Produced 100+ detailed RCA reports with precise technical and business impact analysis.
- Developed dashboards for leadership showing incident recurrence trends, CAPA aging, and systemic risk areas.
- Implemented proactive detection rules that resulted in 30% more problems being identified earlier.
Incident & Problem Analyst (Junior/Mid-Level Role)
TechOps Global Services
01.2018 - 12.2021
- Supported senior Problem Managers and Incident Managers in a global IT environment spanning cloud, data centers, and distributed applications.
- Key Responsibilities
- Performed initial problem identification by analyzing incident patterns, log entries, and monitoring alerts.
- Created detailed timelines for P1/P2 major incidents and assisted in PIR (Post-Incident Review).
- Documented initial RCA drafts and gathered technical inputs from engineering teams.
- Conducted trend analysis using Excel (pivot tables, lookups) and Splunk queries.
- Helped categorize problem records in ServiceNow and linked related incidents for historical tracking.
- Monitored key infrastructure components using SolarWinds, PRTG, and Datadog.
- Managed Knowledge Articles, updating troubleshooting steps and workarounds.
- Supported on-call teams with early detection of emerging incident spikes.
- Expanded Achievements
- Improved incident-to-problem linking accuracy by 20%, strengthening trend visibility.
- Identified recurring network instability through SolarWinds and escalated it, resulting in a permanent fix.
- Assisted in more than 75 formal RCA investigations, contributing analysis and documentation.
- Built a Confluence-based Known Error repository that improved L1/L2 resolution time by over 25%.
- Created standardized reporting formats that improved transparency across operations teams.
Education
Bachelor of Science - Information Technology (B.S. IT)
New York Institute of Technology (NYIT)
01.2016
Skills
- Problem management
- Root cause analysis
- ServiceNow management
- Incident correlation
- Process improvement
- Data analysis techniques
- Major incident reviews
- Cross-functional collaboration
- Monitoring tools utilization
- CAPA tracking
- Fault tree analysis
- Trend analysis reporting
- Problem analysis
- Ticketing system expertise
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
Certification
- ITIL v4 Foundation (Core for Problem Management)
- ServiceNow Fundamentals
- Six Sigma Yellow Belt (RCA & continuous improvement)
- AWS Cloud Practitioner (optional but valuable)
STRENGTHS & PERSONAL ATTRIBUTES
- Investigative mindset with strong analytical depth
- Calm under pressure and highly structured in crisis situations
- Exceptional written RCA documentation skills
- Ability to influence without authority
- Strong technical comprehension across multi-tiered infrastructures
- Highly reliable, accountable, and detail-driven
- Passionate about stability, transparency, and continuous improvement
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Senior Problem Manager
ABC Enterprise Solutions
01.2022 - Current
Incident & Problem Analyst (Junior/Mid-Level Role)
TechOps Global Services
01.2018 - 12.2021
Bachelor of Science - Information Technology (B.S. IT)
New York Institute of Technology (NYIT)