Experience

• 

  Wipro

  Aug 2017 - Feb 2019

  Senior associate

  • Logging incident/service request tickets when reported via phone, chat and emails.• Sending the FYIs in regular intervals to the management to keep the progress update.• Sending internal communications if the incident in only impacting internal teams/ users.• Keeping the track of the queued tickets and following up regularly with the clients andinternal support teams.• Implemented process improvements to streamline customer service tasks and improveefficiency.

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  Cognizant

  Apr 2019 - Jan 2022

  Major incident manager

  • Drive and facilitate task forces for business critical and priority incidents across multipletechnical and non-technical teams, including application, infrastructure, third partysuppliers and business units.• Implement and execute major incident management processes, including invocation,ownership, escalation, communication and restoration of service.• Use ITIL best practices to support affected business units and ensure service levelagreements are met.• Prepare documentation and reporting for executive team on a weekly, monthly andquarterly basis using ServiceNow tools and PowerPoint presentations.• Prepare post incident review documents and attend problem management reviewmeetings to ensure determination of root cause.• Provide timely feedback to senior management regarding issues affecting quality ofservice to clients.• Automate aftercare process to decrease time spent on reporting for the incidentmanagement team Show less

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  Hcltech

  Jan 2022 - Mar 2023

  Specialist

  • Taking overall responsibility and authority during the incident and coordinating theactivities of various teams and stakeholders• Defining, monitoring, reporting, investigating and resolving incidents• Pulling out daily incidents and service reports.• Working with emergency responders, IT specialists, or other professionals depending onthe type and severity of the incident.• Responding to incidents within SLA and resolving the same in stipulated time period,reducing the incident response time by 40% and increasing customer satisfaction rate by25%.• Conducting post incident reviews to identify root cause of the problem, establishingcontrols and procedures to prevent recurrence of such incidents.• Keeping an up-to-date log of all incidents, and developing reports summarizing incidentanalysis.• Developing/monitoring of daily, weekly, monthly incident metrics. • Automating ongoingincident related process work.• Enhancing incident management procedures to increase efficiency and reduce overallincident resolution time. Show less

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  Clinisys

  Sept 2023 - now

  Support engineer