Snehal Sawant

Incident Manager at Wipro Limited

• India
• My current job since July 2018

● L2 E2E Incident Manager - (August 2023 to Till)
Project Name: CITI
• Incident Manager overseeing efficient resolution process.
• Improved incident resolution time by implementing processes.
• Established IT Service Management (ITSM) framework for user satisfaction.
• Maintained thorough documentation of all incidents and logs.
● System Administrator - (April-2022 to July 2023)
Team Lead:
• Managed team of 13 employees
• Created schedules
• Generated reports
• Resolved printer/scanner issues
• Troubleshoot system performance problems
• Addressed MS Office and browser troubleshooting, including Outlook (2016 & O365), Excel,
Chrome, Microsoft Teams and Edge
• Resolved system-related issues
• Addressed OneDrive problems, managed software installations, Active Directory, Password
Reset, Account Unlock, MFA Reset.
Project Name: IDFC First Bank
• Mentored team members
• Managed ticket handling
• Monitored emails
• Handled escalations
• Conducted new joiner training
• Conducted email audits
• Developed standard operating procedures
• Troubleshooting Outlook (office 2016 & O365), Excel, Chrome, Edge Browser,
• System related issues.
• Printer / Scanner Troubleshooting.
• Established IT Service Management (ITSM) framework for users