Experience

London Creative Agency

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Shift Lead - Major Incident Manager

  • Feb 2021 - Present



Microland Limited

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Shift Manager

  • Mar 2020 - Sep 2021

  A Service Management professional with over 3+ years of progressive experience within the IT Industry, with specific expertise in IT Infrastructure Services, Support Operations, Customer Support Management & Design/Implementation of ITSM processes and best practices to improve transnational efficiency and the flow of IT Services. Proven performance in linking corporate vision with the delivery of desired results through empowerment, development and utilization of people, process and technology. Extensive knowledge of Major Incident Management and Change Management have been closely coordinating with Problem and Knowledge management processes. Show less



DXC Technology

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Major Incident Manager

  • Jul 2016 - Mar 2020

  Responsibilities  To ensure that potential problems to IT service components are analyzed and investigated for their root cause and hence negating the chance of problem re-occurrence.  Manage incident resolution from initial occurrence to successful outcome.  Facilitate the restoration of service. Facilitate discussions and identify resulting action items. Ensure the correct technical staff is working on an incident.  Keep appropriate customers and internal stakeholders up to date on high priority incidents through timely and regular written and verbal communications.  Produce after incident reports and facilitate root cause analysis documents and steps.  Manage follow up communications to senior management and customers on high-severity/high-impact incidents.  Produce after incident reports with relevant accurate details, including follow up action items. Show less