Nidhi Priya

Experience

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  Network Solutions

  Apr 2009 - Feb 2010

  Trainee Engineer

  • Providing LAN, WAN and analyzing problems to multiple critical customer networks of Telecom/Service Provider, Banks, Insurance Company, Hotels, and Garment Industry etc.• Handling inbound calls & providing 24/7 support • Troubleshooting all desktop software related issues. • Supporting Operating Systems e.g. XP, Vista, Windows 7. • Supporting Printers, Scanners, Fax. • Monitoring incidents, changes and service calls on daily basis• Used tools like Snappimon and HPOV service desk Show less

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  Nokia

  Jul 2010 - Jul 2011

  IT Support Analyst

  Supporting the GHD project which is globalized, troubleshooting the client’s issues via calls & e-mail.• AAA Server - ID administration, providing access to VPN and renewing the VPN account.• Blackberry Server - Account administration, activation, enabling and disabling of re-direction on BES.• Back Up Servers - Creating account during new installation and providing encryption key t re-establish the account after re-installation.• IBM Tivoli Identity - Creating NT and Exchange account, Distribution list, Resource mailbox. ID administration.• RAS Manager - To create a STA account and assign token tokens to Users.• Safeguard Enterprise - Security Officer Account to decrypt users Hard.• OVSD - ID administration and ticketing tool used by level -1.• ALU Global Messaging Operations Website – To manage user NT, Exchange, LiveMeeting and Resource mailbox account.• Working on SCCM client (Run Advertised Program to establish connection between client & server to push various softwares).• Perform incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper attention• Taking various initiatives for maintaining SLA (Service Level Agreement) Show less

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  Hibu

  Aug 2011 - May 2014

  Service Desk Analyst

  • Logging Incidents and Work Orders, Problems & Changes.• Identifying, investigating and resolving client issues e.g. ensuring quality of information in incident records is high and issues are managed or escalated promptly.• Validate the priority and impact of the incidents and get them resolved within SLA.• Handle Priority 1 and Priority 2 incidents with its criticality by a group chat with various technical teams and ensure that all the groups are aware of the issue and the resolution.• Escalating Application priority calls to US and UK and follow-up until issue gets resolved.• Creating, Updating and Managing UK, US, Philippines and India application incidents.• Creating planned unplanned and emergency change and deploying task to respective team.• Keeping users informed about the progress of their issues.• Closing all resolved incidents, requests and other calls • We will assign the correct priority level for the incident depending on the criticality.• We will provides a point of communication to the users and a point of coordination for several IT groups and processes • Analyze the data available in SDE (Ticketing tool) every month & will be shared with India and offshore management through IT Manager for review. • We are responsible of tracking all calls and make sure that the calls get resolved. • Access AD & reset NT & US Domain Passwords. Show less

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  VMware

  Jul 2014 - Nov 2014

  • Managing Incidents and ensuring minimal disruption to the services.• Facilitating conference bridge calls to aid in incident resolution• Liaising with the Business and Application owners as a focal point from VC3 for all the high priority & major incidents reported.• Providing the technical direction and coordination to the resolver groups involved.• Providing support and participate in the CAB and change control process• Providing appropriate inputs to the Problem Management process, RCA preparation. Show less • Managing Incidents and ensuring minimal disruption to the services.• Facilitating conference bridge calls to aid in incident resolution• Liaising with the Business and Application owners as a focal point from VC3 for all the high priority & major incidents reported.• Providing the technical direction and coordination to the resolver groups involved.• Providing support and participate in the CAB and change control process• Providing appropriate inputs to the Problem Management process, RCA preparation.• Have an understanding of the organizational structure and infrastructure environment.• Have handled conflict situations and made quicker decisions while driving the incidents.• Providing updates to the seniors & executive management• Providing feedback on areas of improvement to the team to facilitate expediting the incident resolution• Assigning severity & priority for a Major Incident• Proactive and flexible in work.• Initiating Problem Process for problems identified by Incident Management• Ensuring correct execution of Incident Management Processes• Managing high and critical Incidents to ensure timely completion• Managing user escalation• Sending timely updates to business stakeholders during any outage• Synthesizing & reviewing the Knowledge Base articles & uploading to the Knowledge Management• Organizing team meets and providing the regular apprises on processes and protocols. Show less

  • Incident Manager

    Aug 2014 - Nov 2014

  • Incident Manager

    Jul 2014 - Nov 2014
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  HCLTech

  Jan 2015 - Aug 2021

  • Deployed end to end process for Incident, Change and Problem Management• Acting as an initial escalation point for day-to-day Incident/Problem & Change Management issues• Co-ordinate with various Process Owners & try to streamline the process.• Designing SOP’s & guidelines, when required for entire Process team• Capture service levels and monitor and deviations from agreed service levels and publish Service Level reports to the customer.• Discuss and get sign off from customer on any new service being introduced in the infrastructure.• Ensure all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets and are deliver all services within the agreed service levels. • Coordinated end-to-end Disaster Recovery drill and BCP activities• Continual Service Improvement and Best Practices implementation for various spheres of infrastructure and processes.• Conducting Monthly Audits with DQA team on incidents & share report with Management• Working closely with Service Desk team to streamline process of various Business Divisions of ArcelorMittal.• Conducting ITIL & SNOW (tool) trainings for new joiners & SD Agents when required• Owning end to end responsibility of Incident & Problem Management Show less

  • ITSM Process Manager

    Jan 2015 - Aug 2021

  • ITSM Process manager

    Jan 2015 - Aug 2021
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  Accenture

  Aug 2021 - now

  Service Integration Manager