Incident Management
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Total years of experience :8 years, 11 Months
• Documented and tracked all received requests in incident management system
• Respond to user service requests
• Assignment of the requests/incidents to the concerned teams after pre-analysis
• Performed quality assurance check of tickets processed by team
• Working on pending Incident report, major incident report etc. and drive for closure
• Analysed the Incident flow/volume and suggested for appropriate action
• Taking resolution confirmation and resolving the Incident record
• Creating a knowledge database to recover and restore incidents quickly
• Possible make temporary solutions (Workarounds) available to Incident Management. Developing final solutions for Known Errors
• Used Landesk tool to log, track and manage Incidents and Service Requests.
• Manage ALEX Helpdesk Tools in order to provide meaningful alerts
• Provide 24 X 7 rotating on-call support
• Handling ManageEngine Solutions of the following Domains: ITIL based Service Desk, Service Catalog, Incident Management and Asset Management.
• Identifying the Technical Requirements of the clients, understanding their Infrastructure, Analyzing the gaps in the Process & Infrastructure.
• Assisting the clients technically throughout the evaluation.
• Providing the implementation team with all the necessary documentation for the successful completion of the project.
• Implementing ITIL Frame work and process for customer.
• Training the Technician to use the implemented solutions effectively
• Incidents and Requests management - Overall tracking for opened incidents and requests to closure
• Answering incoming calls from Vodafone users & raises the severity and provides end to end management on high severity incidents.
• Assignment of the requests/incidents to the concerned teams after pre-analysis
• Tracking of incident/request progress and scheduling
• Incident / Request closure and documentation
• Interacting and updating users on incident/request related information and its progress
• Interacting with the Support teams and other stakeholders for incident closure/request fulfilment
• Second level and Third level queue monitoring (Unassigned, WIP tickets, SLA breach and the like)
• Monitoring of Service Requests / Tracking SLAs
• Monitor of tickets waiting for 1st level action (Pending clarifications / propose solution)
• Follow up with consultants on progress of incidents of various priorities. Pay special attention and close monitoring for High and Critical incidents in the queue
• Trend analysis and reporting (Response time and Resolution time, KPI reporting)
• Experience in Remedy Ticketing tool
• Deep dive reporting with respect to Incident, SRF and Problem Management
• Generating Status Reports and dashboards as per requirements
Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
•Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
•Possible make temporary solutions (Workarounds) available to Incident Management. Developing final solutions for Known Errors
•Conducting investigation of root cause analysis for critical events
•Responsible for defining operational problems and monitoring progress of action plan
•Creating a knowledge database to recover and restore incidents quickly
•Implementing ITIL best practices and encouraging team members to follow the same
•Arranging batch wise group chats and one for interacting with SMEs
•Responsible for developing smooth operation of the shift and at the same time accountable for productivity and tool familiarity
•Performing ARGOS internal Task and preparing shift handover
•Implementing one hour check on service now to ensure whether there are any INC ticket created without a task
•Acting as single-point-of-contact for all information related to the technology group
•Analyse and report on the service levels across all Services
•Escalate to support team if there are any issues seen during the shift and also documented the same
•Communicating with the service manager and customer service owner for the service levels within the technology group
•Trend analysis and reporting, Aging analysis, Ticket categorisation adherence
•Understanding of project delivery and acceptance processes within a fast-paced services environment
•Providing appropriate skill training& assimilation to the service activities and functions
Highlight:
•Got a Pat on the Back award
Solved problem on frequently occurring errors/issues
•Creation of Problem Tickets for all the Repetitive Incidents
•Supported the Change Management and Problem Management processes
•Monitored Netview / Tivoli Enterprise console (TEC) for UNIX & Windows server
•Responded to mails or calls made by Specialist Support Team on time, to ensure timely resolution of the event
•Maintained the status and the progress towards the resolution of all the open, the volume, resolution, pending, complaints, communications and escalations of incidents
•Attended customer escalation if any and involved other team members, leads and/or managers as applicable
•Analysed the Incident flow/volume and suggested for appropriate action
•Identified frequently asked questions by the user and published them in the knowledge management
•Providing resolution and recovery for the Incidents that are not assigned to any Specialist Support Team
•Routing the requests to Specialist Support Team
•Taking resolution confirmation and resolving the Incident record
•Working on pending Incident report, major incident report etc. and drive for closure
•Managed Patrol Enterprise Manager (PEM), Peregrine Ticketing Tools and Remedy Ticketing Tool
•Participated in HSBC (High Severity Bridge Calls)
•Coordinated meetings with the product committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task
•Served as a focal point to communicate and resolve interface &integration issues with other teams
•Managed process adherence (high severity alerts -> check tickets for process breaches)
•Incident management process documentation
•Dashboard, Trackers Updated and Report Consolidation (Alert Logs)
•Maintained process, procedure documents in QMX (add, delete, update), User ID management and roster
•Responsible for asset management and leave management (prior to manager approval)
•Familiarized the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
Highlights:
•Acknowledged with Best Performer Award from IBM
Training and Workshop attended:
•Member of Global Incident Managers Training conducted by IBM learning, India
•Attended Leadership Workshop conducted by IBM Learning, India
Gold Medalist
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