Megha Rastogi

Experience

• 

  HCL Technologies

  Aug 2014 - Jan 2017

  As an Incident/Problem/Change Manager:Roles of Incident Management:• Save Incidents from SLA breach.• Analyzing the root cause of problems.• Drive cases to their closure by engaging correct teams.• Check about the workarounds and fixes.• Sending outage notifications to business for Critical incidents.• Directing Critical incidents TCON bridges with technical teams.• Provide approvals to reboot servers and applications.• Analyzing business criticality of incidents.• Working on emergency changes.• Monitored network, servers and applications to ensure service and system reliability and stability.• Preparing reports for analyzing reoccurring issues.• Drive the resolution of incidents through process and escalations to minimize business impact. • Manage communications with business leaders and stakeholders during major incidents.• Review, analyze and drive continuous improvement of incident processes.• Provide quality assurance for incident ticket content, notifications and communications.• Update and improve knowledge bases and the Known Error Database (KEDB).Roles of Problem Management:• Minimize and prevent the impact of Incidents/Problems to the business by identifying Known Errors through RCA and Corrective Action or workarounds.• Perform trend analysis to proactively identify problems• Prioritize problems based on impact and urgency• Drive Root Cause Analysis and Corrective Action• Ensure communication of problem status and metrics• Maintain and update the Known Error Database• Review and improve the Problem Management processRoles of Change Management:• Worked on Emergency changes.• Set up meetings with Legal Departments to discuss if the change is required and to what extent.• Validate and check compatibility of changes to the environment.• Verifying and approving all RFCs.• Calculating risk factor of implementing changes.• Confirm back out plans in case any change falls out.• Review all implemented changes. Show less

  • Incident/ Problem/ Change Manager

    Aug 2014 - Jan 2017

  • Incident/ Problem/ Change Manager

    Aug 2014 - Jan 2017
• 

  Netconnect Pvt. Ltd.

  Feb 2017 - now

  Incident Manager