Project Management Program Manager

Priyamvada Jindal

+1-425-***-**** • Greater Seattle Area, WA • ******.**********@*****.*** • linkedin.com/in/priyamvadajindal Seeking Role: PROGRAM MANAGER

INCIDENT/PROBLEM/CHANGE MANAGEMENT • CROSS-FUNCTIONAL PROJECT MANAGEMENT • DATA/TREND ANALYSIS Dedicated and results-driven with extensive experience in incident management, problem resolution, and process improvement within the technology industry. Proven track record of driving operational excellence, collaborating cross-functionally, and implementing innovative solutions to enhance service delivery and customer satisfaction. Seeking to leverage expertise in a challenging role to contribute to the transformation of end-user productivity and drive continuous improvement initiatives. PROFESSIONAL SKILLS

• Incident / Change / Request Management: Expertise in overseeing and streamlining incident, change, and request processes to enhance IT service continuity and compliance.

• Problem Management: Proficient in identifying, diagnosing, and resolving recurring IT issues to minimize impact and improve system reliability.

• Root Cause Analysis: Skilled in deep-dive investigations to determine the underlying causes of IT failures, ensuring long-term solutions and system stability.

• Process Improvement: Dedicated to optimizing processes through continuous assessment and implementing strategic enhancements for increased efficiency.

• Cross-Functional Collaboration: Adept at building and leading cross-functional teams to achieve project goals and foster a collaborative work environment.

• Executive Communication: Effective in communicating complex IT issues and strategies to executive teams, ensuring clarity and alignment with business objectives.

• Project Management: Experienced in managing and delivering complex projects on time and within budget, aligning with strategic business goals.

• ITIL Framework: Knowledgeable in applying ITIL practices to align IT services with the needs of business, ensuring best practices and quality delivery.

WORK EXPERIENCE

Incident Manager

iPipeline, June 2023 – April 2024

• Orchestrated incident response efforts, ensuring timely resolution and minimal impact on business operations.

• Developed and implemented incident management processes, including incident identification, assessment, response, and resolution.

• Conducted thorough post-incident reviews and retrospectives to identify areas for improvement and prevent future occurrences.

• Collaborated with cross-functional teams to assess incident severity and prioritize resource allocation effectively.

• Maintained detailed incident documentation and provided executive-level summaries for internal and external communication.

• I optimized incident response efficiency by integrating PagerDuty and Jira, reducing resolution times by 25%, resulting in a 30% increase in customer satisfaction scores.

Incident Manager

IBM Global Services, September 2016 – August 2017

• Acted as a key contact between IBM management and delivery support organization, ensuring proper closure of projects/changes.

• Proactively monitored incident, problem, and change processes, managing issues and alerts as needed.

• Managed service level agreements (SLAs) and ran continual improvement plans to enhance service delivery processes.

• Applied standard ITIL process governance approach and rolled out processes for different IT segments.

• Conducted process workshops, readiness assessments, and presented findings to stakeholders.

• Collaborated with project teams to ensure on-time implementation and quality delivery. Service Manager

NaviSite India Pvt. Ltd, March 2015 – Jan 2016

• Managed incident, request, and change management processes for multiple global companies.

• Led CAB meetings and coordinated emergency change requests.

• Acted as a single point of contact for critical incidents, ensuring timely remediation.

• Facilitated smooth collaboration between technical teams and various departments to streamline client relations.

• Contributed to the transition of environments to new platforms, such as cloud and dedicated hosting. Security System Analyst

Dell International Services, February 2012 – March 2015

• Led the incident management process, ensuring adherence to SLA guidelines and achieving 0% error rate in closing requests.

• Conducted quality checks and provided training on account-based applications, contributing to improved efficiency and knowledge base.

• Analyzed and preserved evidence related to incidents, facilitating effective response to audit queries and concerns.

• Presented significant risks and exposures to management, contributing to informed decision-making and risk mitigation strategies.

• Collaborated with cross-functional teams to identify and implement business process and internal control improvements.

• Represented the tower in daily operations and weekly aging meetings, demonstrating leadership and accountability during high- severity incidents.

• Maintained and updated COP process documents for the supporting account, ensuring accuracy and compliance. Technical Support Specialist

Convergys India Pvt. Ltd., January 2011 – February 2012

• Delivered expert technical support for Microsoft software products, specializing in troubleshooting and resolving OS-related issues.

• Mentored and trained junior staff, enhancing team capabilities and service quality. EDUCATION

Integral University, Lucknow, UP, India, 2009

Bachelor of Computer Application

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