Major Incident Manager

Anjanee Dalvi

+91-814******* • ************@*****.*** • Pune, India • LinkedIn

Profile Summary

Experienced Major Incident Manager with over 7 years of total experience, specializing in Incident, Problem, and Change Management. Adept in Agile practices, with 4 years of expertise in the SIAM environment, and continual service improvement. Proven track record of achieving SLAs and ensuring seamless operations. Proficient in JAVA, PHP, .NET, and C#. Known for strong leadership and communication skills, consistently delivering high-quality results. Passionate about technology and committed to staying updated with industry trends. Skills

Technical Skills: JAVA .NET C# Software Testing Software Quality Assurance Cloud Computing with PHP and Python SIAM (Service Integration and Management) Specialist Business Analysis SIAM Environment Experience Software Modelling UI Designing ITIL Framework SLA Management Incident Management Asset and Configuration Management Project Management Change Management Soft Skills: Communication Team Management Problem-solving Documentation Leadership Adaptability Work Experience

Major Incident Manager Atos Global Pvt Ltd. 2020 - Present Incident Manager (2016 - 2020) MajorIncidentManager(2020 - Present)

● Spearheaded delivery teams to swiftly resolve major incidents, ensuring minimal operational disruptions and maximizing client satisfaction.

● Developed and disseminated SLA reports for technical teams, streamlining incident resolution processes and achieving faster turnaround times.

● Championed Agile methodologies, maintaining a dynamic whiteboard to track and address major incidents promptly, fostering a collaborative and efficient work environment.

● Conducted Root Cause Analysis (RCA) calls, collaborating with problem management to identify and address underlying issues, driving continuous improvement initiatives.

● Led Daily Standup Calls, maintained MI risk lists, and conducted weekly technical team meetings, achieving a target of 50 incidents resolved per week and enhancing team efficiency.

● Facilitated weekly meetings with incident and major incident management teams, enhancing process integration and minimizing operational gaps.

● Implemented process improvements for automating SLA reports, optimizing KPI identification, and monitoring for enhanced technical team performance.

Key Achievements:

● Received the SPOT recognition award from management for exceptional performance.

● Received special mention twice from customers for outstanding efforts and service delivery. Education

Master of Science in Software Technology Maharaja Sayajirao University, Vadodara 2014 - 2016 Graduation in Computer Application Chhaganbhai Balabhai Patel Computer College, Surat 2011 - 2014 Higher Secondary Certificate (HSC) in Commerce Stream Lourdes Convent High School, Surat 2010 - 2011 Certifications

● SIAM Foundation Certification Pursuing

● ITIL V3 Foundation Level

● ITIL V4 Foundation Level

● ISTQB Foundation Level - Certified Tester Jun '15 Hobbies

Dancing Travelling Writing short stories for kids Languages

English, Hindi, Gujarati, Marathi and Basics of Spanish

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