Khushboo Singh

Associate Consultant Quality @Tech Mahindra Limited - Pune

Pune, IN

Project: Rakuten Mobile & Rakuten Symphony (Major Incident Management Lead)Responsible for leading and managing the Major Incident Management process, ensuring timely resolution of critical incidents, coordinating with various teams, acting as the primary point of contact, conducting post-incident reviews, developing and maintaining incident management plans and policies, training and coaching team members, and ensuring incident tickets are updated and closed within SLAs. Ensure team driving an incident to resolution through support engagement, documentation, notification to senior leadership, proper escalation procedures, and facilitating communication between resolver teams. It also includes a focus on improving and sustaining service quality metrics and streamlining processes. Collaborate with the Problem Management team to identify and prioritize problems, provide regular reports to senior management, conduct meetings with business stakeholders and governance calls with senior leadership, prepare reports and dashboards, and work with teams to implement service improvement initiatives.

Kendriya Vidyalaya,Bokaro Thermal Power Station

12th

Bengal College of Engineering And Technology for Women

Bachelor's of Technology