Technical Support Incident Manager
Resume:
SUMMARY
EDUCATION PROFESSIONAL EXPERIENCE
SKILLS
Madhavbag society, Hadapsar Pune, 411028
**************@*****.***
RASHMI PATIL
Major Incident Manager
Validated classification of an incidentas a major incident againstmajor incident criteria
Determined the scope of the major incident
Managed/Performed notification, alerts,and escalation activities through service recoveryof a major incident
Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement.
Using MIM experience to pro-actively support the management of High Priority Incidents.
Initiating war rooms to investigate on-going major/critical incidents with participants including Service Managers, Technical Support teams,Clients, and Third Parties.
Documenting key actions and events during conference calls and issuing communications on current status and impact. Identifying appropriate timelines and targets for recovery actions,feedback, and communications.
Ensuring proper escalation procedures are followed and correct support teams are engaged.
Assessing the need for the appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced.
Ensured that Incident records were fully updated prior to handover to Problem Management,facilitating seamless transition and continuity of actions.
Making service recoverydecisions, engaging the delivery centeraccount team as required and ensured that the progress of the major incident recovery and all relevant times are documented in the associated Incident Record(s)
IP CLR/Correction Team – To match system data as per the existing configuration also release CLR as per requirement. Backbone connectivity issue raised and corrected with back end teams to reach releasing further CLR properly.
Familiar with the tools –Amdocs (Cramer), Meta solve, Route finder, CBOSS, Secure CRT CMIP reverts, SA tool automation, BPM,IPNOC,POS ISC, Net-Scope, Stuck portal.
BE ENTC 2013-2016
64.40%
Diploma (ENTC)
71.70%
Incident Handling
Vendor Management
Project Life Cycle Management
Resolution Team Management
SLA Management
Escalation Management
Post Incident Reviews
Quick leaner, hard worker, and a consistent
team player.
Good analytical and logical skills required
for problem solving.
Presentations and communication to all
sorts of audience, one to one or a group.
Proactive planner with an open wind, and
optimist, believes in honest efforts.
Enthusiastic team player and target shooter
capacity of accepting challenges, high
integrity
Pune University
Aurangabad University
As an experienced Major Incident Manager with 5+ years of proven success, I am a highly skilled professional who specializes in managing and resolving complex technical incidents with efficiency and speed. I possess a strong understanding of IT infrastructure, network protocols, and cloud-based technologies, which enables me to quickly identify and resolve problems that may arise. TCL Associate Engineer 2018-2019
COGNIZANT 2019 - Present
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