Abhipsa Subudhi

Experience

• 

  Tata Consultancy Services

  Jul 2019 - now

  Major Incident Manager

  - Manage/drive all Sev 1 and Sev 2 incidents and events which are escalated from the Service Desk asper procedure until ultimate ownership is identified and/or the event is resolved; this included real timeincident management, field escalations, performing incident research.- Lead Root Cause Analysis investigations till its submission to successfully identify root causes ofproblems that impact the IT operations function.- Developed SLAs and metrics required to measure the performance of the team.- Experienced in handling high priority issues as a Major Incident Manager and Problem Manager forall Severity 1 & Severity 2 incidents.- Managing all the monitoring/reporting/ticketing tools and helping development teams in continualimprovement of them to insure availability, integrity and confidentiality.- Face internal/external audit related to processes, SLAs and security guidelines.- Monitor service performance against SLA.- Manage the Post Incident Review (PIR) process for Major Incidents to drive identification andresolution of root cause to prevent incident recurrence.- Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA.- To circulate the important reports related to Severity 1 performance as per the instructions.- Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints,communications and escalations.- Experience in practicing ITIL best practices like Incident, Problem, Change and Service LevelManagement.- Clear, precise communication directly with Executive level through reporting and documentation ofincident events. Show less

• 

  Microland Limited

  Sept 2024 - now

  Associate Lead - Incident Manager

  - Lead the incident management team in identifying, classifying, and prioritizing incidents.- Act as the primary point of contact during incidents, coordinating with cross-functional teams to resolve issues promptly.- Escalate incidents to appropriate teams or senior management as needed and ensure timely resolution.- Drive the end-to-end process of incident resolution, focusing on minimizing impact and restoring service quickly.- Lead post-incident reviews and facilitate root cause analyses (RCA) to prevent future incidents.- Develop and implement corrective action plans based on findings from RCAs.- Maintain clear and effective communication with stakeholders throughout the incident lifecycle.- Provide regular updates to stakeholders on incident status, impact, and resolution progress.- Document incident timelines, actions taken, and outcomes for transparency and auditing purposes.- Identify areas of improvement within the incident management process and recommend solutions to increase efficiency.- Ensure that all team members are well-trained on incident management protocols and best practices.- Monitor and report on key incident management metrics, such as mean time to resolution (MTTR), incident frequency, and impact.- Prepare and present regular reports on incident management performance, trends, and improvements to senior management.- Foster a proactive, collaborative, and responsive team culture focused on minimizing business disruptions. Show less