Incident Manager Management
Resume:
M RAJESHWARI
*rd Cross, Vinayaka Nagar, KR Puram, Bangalore -560036
**********.*****@*****.***
PROFESSIONAL SUMMARY
Having 4.8 years of experience and worked as Senior Analyst in IT Infrastructure Service Management as Major incident Manager, Problem manager & Incident Manager. Having strong organizational and team building skills, with a demonstrated ability in Project Delivery, Managing Client Expectations, Issue Resolution and the ability to work effectively in an intense, high-energy environment.
CORE QUALIFICATIONS
● Best Understanding on ITSM
process.
● IT Infrastructure and operations.
● Major Incident management
process.
● Incident management process
● Managing SLA’s and KPI’s
● Communication and
coordination’s.
● Bridge handling.
● Adaptability and Continues
learning.
EDUCATION
Graduation: B Tech (C.S.E)
Institution Name: Sri Sai Institute of Technology & Science, Rayachoti, Kadapa
(Dist)-516269 affiliated to JNTU University Ananthapuram, Andhra Pradesh. PROFESSIONAL EXPERIENCE
Dec/2021- Mar/2024
Current
Role: Major Incident manager
Company–Techno Computers Pvt.Limited Bangalore.
● The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.
● Taking ownership of major incidents, ensuring a swift resolution. Coordinate all activities to restore normal service operation while minimizing impact on business operations.
● Coordinating and communicating among various teams / groups / organization for resolution
● Opening the communication bridge at the time of crisis (P1 or P2)
● Serve as the primary point of contact for all communications related to major incidents. Ensure timely and accurate updates are provided to stakeholders, including IT leadership, business unit leaders, and affected users.
● Determining contents of the communications shared to all the stakeholders.
● Providing Major Incident Report / data and presents it to the Customer Stakeholders
● Coordinate with external vendors and service providers as needed during the resolution of major incidents. Ensure SLAs are met and hold vendors accountable for their services.
● Following the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants).
● Developed and maintained a communication plan for major incidents, providing regular, clear, and concise updates to both technical teams and business stakeholders, enhancing transparency and trust.
● Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer
● Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by Customer
● Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc)
● As a Major Incident manager ensure that critical Incident is resolved within agreed time. If not, escalation matrix is followed for further assistance, for faster resolution
● Providing periodic updates on status of Incident in accordance with the Incident Management process
Mar/2018–Dec/2021 Role: Incident manager& Major incident manager Company – Mphasis.
● The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.
● Coordinating and managing the Incident Management process activities across the Project.
● Analyzing the incidents to identify service restoration actions to be taken for customers.
● Assisting with classification and prioritization of incidents as well as identifying the impact.
● Monitoring the incident details, including the configuration items affected.
● Incident investigation and diagnosis (including resolution where applicable).
● Detecting the possible problem tickets and the assigning it to the Problem Management team.
● Working towards resolution and recovery of assigned incidents.
● Conducting audit activities related to the Incident Management process.
● Monitoring the status and progress towards resolution of assigned incidents.
● Escalating the process as necessary per established escalation policies.
● Escalating risks and issues to the Manager of Change, Incident and Problem Management.
● Responsible for Incident Management reporting
WORK EXPERIENCE
● Currently working as Senior analyst with Techno Computers Pvt Limited from July 2021 to March 31st 2024
● Worked as Senior Analysis with Mphasis from March’28 to July’21. CERTIFICATIONS AND LICENCES
● ITIL 4 Foundation certification.
●
PROFESSIONAL RELEVANT SKILLS
● Major incident management
● Incident management
● Problem management
● Change management [ Understanding]
HOBBIES AND INTERESTS
● Watching movies
● Listening songs
Thank you
MRajeshwari
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