Mitha Waiben

Experience

• 

  UST

  Oct 2020 - now

  Incident coordinator with over 2 year of experience in managing and resolving high-impact incidents. Proven track in coordinating various stakeholder teams to address over 80 critical incidents, reducing resolution time by 30%. Proficient in using ServiceNow and Solar winds for incident tracking and workflow management. Over 2 years of experience in real-time monitor systems status updates, dashboards and identify any potential issues or incidents in networks, incident detection and resolution, thereby enhancing overall response time by analysing and prioritising as per criticality. Show less Responsible for overseeing real-time system monitoring and incident detection, significantly enhancing overall response time by 70%. My role involved utilizing advanced tools like SolarWinds and JAMS to promptly identify and address potential issues. Spearheaded in process improvements that accelerated issue resolution by 25% and achieved a 35% increase in project alignment through the implementation of automated cross-functional reporting. By evaluating and prioritizing over 80 operational incidents, were able to reduce response times by 15% and enhanced team effectiveness in managing high-severity cases. Leadership skills helped in initiating weekly brainstorming sessions resulted in actionable ideas that fueled a continuous improvement framework within the command center. Streamlined collaboration with vendors and internal teams for faster resolution of incidents and enhancing stability in business operations. Show less

  • Incident Coordinator| ITIL V4

    Jan 2023 - now

  • Senior Analyst | Cloud Infrastructure Service

    Oct 2020 - Dec 2022