Incident Response Problem Management

SRISHTI KALRA

Enterprise Incident & Problem Manager +1-773-***-****

*********.*@*****.***

San Jose, CA

SUMMARY: Accomplished IT professional with 14 years of excellent leadership and decision-making skills. Extensive dealing with critical incidents, SLA requirements, Change Management, Problem Management and interfacing directly with customers and vendors. Well versed in ITIL methodologies and IT infrastructure management. I have a GC & not looking for any sponsorship.

EXPERIENCE: Manager – Incident & Problem Management

FICO. [Apr 2020 – Till Date]

Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction

Creating, communicating, and executing the incident response strategy and actions for individual security incidents.

Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible.

Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process.

Addressing incoming escalations from executives regarding the incident.

Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process.

Driving the incident response process from detection through containment and eradication.

Leading the coordination with internal stakeholders through resolution of the incident. Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business.

Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.

Sharing PIR & RCA reports with clients post Incidents are resolved.

Deep investigation of the RCAs to fix issue permanently & ensuring healthy environment

Approving Emergency Changes to mitigate the issue as earliest

Contribute to the improvement of the incident response process based on lessons learned.

Train and mentor staff on the incident response process.

TECHNICAL LEADER (Cloud Services SOC Incident & Problem Manager)

ALTRAN TECHNOLOGIES - CISCO

[Feb 2019 – Nov 2019]

Client: Cisco – Webex Meetings & Spark Teams

Enterprising Incident Manager with demonstrated ability to lead and drive resolution of Incidents in 24*7 environment while delivering on committed SLAs.

Act as an escalation point for customers, partners, and internal stakeholders

Handling Problem Management, identifying the Root cause & working closely with Service owners to fix it permanently

Tracking Changes & Releases in the environment which can cause or fix incidents

Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus

Ensure consistent, timely status communication to customer and internal executive capture escalations in a tracking log making sure they are completely documented and successfully resolved

Act as a central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during events

Perform analysis on our escalation data, identify trends, and present observations and recommendations to senior leadership

Bridge management during critical incidents

Timeline tracking of significant events or milestones as defined by the incident management process

Action Items recording, assignment and follow up

Documentation of Reason for Outages (RFOs) when required

Tracking and reporting of Incident based KPIs on a daily, weekly and monthly basis

Proficiency with ITSM tools like Service Now, Remedy, Pager Duty, ITIL and various monitoring tools- MCT, Thousand Eyes, Grafana, Nagios, BMC, AppD.

Performing Failback to restore the incidents

TECHNICAL SPECIALIST (SERVICE INTEGRATION & MANAGEMENT - SIAM) HCL TECHNOLOGIES PVT LTD.

[Nov 2016 - Nov 2017]

Client: S.C. Johnson (Racine, Wisconsin)

●Governing multiple suppliers of services (Information technology services) and integrating them to provide a single business-facing IT organization

●Responsible for the effective implementation of the process "Critical Incident Management" and carries out the respective reporting procedure.

●Driving an Incident to resolution through support engagement utilizing paging system and or on call schedules.

●Documenting key actions and events during the conference call.

●Notification to Senior Leadership of current status and impact through emails to the information Services Department and contacting senior leadership to advise of the impact of the business.

●Post Incident documentation to assist Problem Management in root cause analysis.

●Ensure proper escalation procedure are followed and correct support teams are engaged.

●Vetting significant incidents reported to the Major Incident Management teams to ensure the proper priority is assigned and the correct business impact is documented.

●Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases.

●Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

●Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.

●Preparing& Publishing Daily Service Review Reports for internal and external stakeholders.

●Chairing Daily Service Review calls with stakeholders to discuss about past 24 hours of reported Priority incidents.

ASSURANCE ENGINEER (INCIDENT, CHANGE & PROBLEM MANAGEMENT), ERICSSON

[Sept 2014 – Nov 2016]

Client: Ericsson Internal Project (Global Project)

●Handling Incident Management & Problem management.

●Creating & updating Sev 1 reports daily.

●Opening& driving bridge calls and sending update notifications for P1/P2 issues. Engaging required teams to resolve issues.

●Provided 24*7 Production support for Citrix environment.

●BMC Remedy 7.1, ITSM, BPPM, Nagios, Tivoli Netcool, OP5tool, Windows Server Administration

●Monitoring all the network devices and client system.

●Troubleshoot the network and resolve software problems that occur on the Windows servers.

●Taking care of Daily operational reviews/Handovers as a shift lead.

●Monitoring the volume of Incidents, Incident resolution, pending Incidents,

●complaints, communications and escalations

●Monitoring the status and the progress towards the resolution of all the open Incidents

●Taking resolution confirmation and resolving the Incident records

●Making sure that issues are resolving within SLAs.

●Attending daily CAB meeting to be updated on upcoming changes in the environment.

●Responsible for analyzing Problem tickets & providing RCA.

●Awareness and adherence to all NOC Methods and Procedures.

LEAD NETWORK OPERATION ANALYST, IBM

[Aug 2010- Sept 2014, 4 years]

Clients: GAP Inc (San Francisco) – 1 Years, Virgin Mobile USA (All Over the USA) – 1.5 Years & Hertz (All Over the USA) – 1.5 Years

I joined IBM as a tech analyst into IT Service Desk, got promoted to senior tech analyst and then again promoted to lead Network Operation Analyst. I worked for client GAP Inc for 1 year and then for client Virgin Mobile for two years and then for client Hertz partners for 1 year.

●Monitor Traffic of Services and their load via traffic analyzers.

●Handling Incident Management & closely working with Change Management & Problem management teams.

●Analysis of system health and functionality to actively escalate and then coordinate with resolver team for problem resolution.

●Deftly managing central point of contact between internal teams & clients like Hertz partners, GAP Corporate and Virgin Mobile.

●Managed notifications and communication to client’s partners regarding outages and maintenance activities.

●Conduct discussions on daily, weekly & Monthly basis with internal team to analyze the issue they facing and to improve the performance of the team.

●Work closely with Change management and Operations teams to ensure proper identification, and resolution of systemic issues.

●Handling Mobile testing, deftly checking all the 3G, Call, SMSand MMS related services on the hourly basis through the software

●Managed notifications and communication to internal VMU staff and partners regarding outages and maintenance activities, MDN Activation queue control.

●Awareness and adherence to all NOC Methods and Procedures.

●Handling calls in IT Service Desk & giving the resolutions to Business Partners within the SLA by troubleshooting or escalating the incident to concerned resolver groups.

EDUCATION Post Graduation Course in Management, ICFAI University -

India

[Aug 2008- Feb 2010]

Courses: Introduction to management, managerial effectiveness, organizational behavior, business economics, marketing management, and information technology & systems.

BACHELOR OF COMMERCE, University of Delhi - India

[Aug 2004- Aug 2007]

Business, economics management, electronic commerce, finance, entrepreneurship, finance and marketing

CERTIFICATION ITIL V3 Certified

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