Honey Sharma

Experience

1. Senior Incident Manager

   Microsoft

   Sep 2021 — Present · Bangalore Urban, IN

   Enhanced collaboration between support organizations and/or departments in order to provide consistent, standardized services that are in alignment to best practicesClearly identified services and accountability of all Incidents for the entire University recorded in the ITSM service toolClearly defined service expectations across the enterpriseStandardized processes and procedures for all incidents recorded in the ITSM service toolCentralized repository for historical record keeping, timelier identification of major incidents and problems, accurate trending of data and proper allocation of resources based on need.Monitor assigned Applications or ServicesNotify Service Desk when Major Incidents occurAnalyze and identify possible problem sources to resolve incidentFacilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor supportLiaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure ServiceProvide half-hour updates on available workaroundsProvide half-hour updates on estimated time to restore (ETA)Consult with Crisis Manager if a leadership decision is neededDocument troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timelineDocument After Action Report (AAR) within 48 hours of Major Incident resolution where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service.Document After Action Report (AAR) for non-Critical Applications or Services as directed by management or the Problem Manager