Deepika Reddy

Experience

1. Major Incident Manager

   Dell Technologies

   Jan 2021 — Present

   Manage ownership of all high-priority incidents (P1 and P2), review the Post-Incident Report(PIR), and make sure incidents are thoroughly explained and documented with a root cause,deficiencies and recommendations to prevent/mitigate the future loss of services.Provide and document input for Root Cause Analysis.Act as leader to have general oversight on regional Major Incident events.Updating the ticket summary in SNOW and assignation.Focus on reducing unplanned downtime to Critical IT Infrastructure and Operationally CriticalApplications (OCA) during Major Incident Management (MIM) calls.Executed incident management activities, including case dispatching, escalation of supportcases and provision of technical/functional resolutions for reported issues/requests.Escalation management.Guarantee that process activities are consistently executed at a high level of quality and alignwith the agreed-upon Service Level Agreements (SLAs).Develop, refine and enforce incident response protocols, aligning them with ITIL bestpractices, resulting reduction in incident resolution time.Maintain positive team satisfaction and strong relationships with cross-functional teams.Independently overseen critical issues, collaborating closely with development andimplementation teams on escalated product-related cases.Generating weekly Root Cause Analyses (RCAs) and outlining mitigation procedures for thefixes deployed by the development team.Sensitive to future impact and risk to customers/stakeholders to triage and settle severity.

Education

• JNTUH College of Engineering Hyderabad

  Bachelor of Technology - BTech