Aishwarya Chheble
Immediate Joiner| ITIL V4 & ITSM Certified | Major Incident Manager | Expert in Incident, Problem, Change, SLA Compliance, Service Delivery & Root Cause Analysis | Driving Process Improvements & Collaboration
- Role
- Major Incident Manager at Capgemini
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Aishwarya Chheble
I am an ITIL V4 & ITSM certified professional with around 4 years of experience in ITIL…
Experience
Major Incident Manager
Nov 2024 — Present
Assuming overall responsibility for the technical service recovery plan for all IT services provided by vendorsand collaborating with Resolver Group Managers during critical P1 incidents.Proficient in addressing critical matters in the roles of a Major Incident Manager and Problem Manager,overseeing all Severity 1 and Severity 2 incidents.Proficient in implementing ITIL best practices, encompassing Incident Management, Problem Management,Change Management, and Service Level Management.Recognizing and enacting process enhancements aimed at boosting the efficiency and efficacy of incidentmanagement.Strategizing, orchestrating, and overseeing the recovery of challenging and significant system issues that arisewithin the production environment.Serving as the primary communication hub for major incidents, including all Priority 1 and, when necessary,Priority 2 issues.Examine intricate problems, pinpoint underlying causes, and devise efficient solutions to proactively mitigatethe recurrence of similar incidents.Guaranteeing a thorough analysis of the causes behind all Major incidents and the identification of rootcauses, achieved through seamless coordination with the Problem Management process.I ensured a close alignment between the Major Incident and Emergency Change processes. Additionally, Iadvocated for having a member of the change management/enablement team as part of the major incidentbridge or listed on the communications roster. This approach ensures that in the event of an emergencychange, the support team has all necessary resources for an effective, efficient, and safe fix implementation.Interacting with Engineering, Operations, and cross-functional management regularly on high-profiletechnical issues while providing feedback and leadership to our product support team.Facilitating and supporting the Change Manager and Problem Manager as necessary. Additionally, I amresponsible for creating knowledge base articles.
Education
INSTITUTE OF MANAGEMENT STUDIES, DAVV, INDORE
Bachelor of Business Administration - BBA
2019 — 2022
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