Mamata Chindarkar

About Mamata Chindarkar

Problem Management Analyst with 5+ years of experience in IT Service Management (ITSM)…

Experience

1. IT Service Management

   NEC Software Solutions (India)

   Apr 2021 — Present

   Provided first-line technical support, diagnosing and resolving software, network, and VPN issues.Managed service requests and incidents through the helpdesk ticketing system, ensuring timely resolution.Worked on SLAM requests and collaborated with cross-functional teams to resolve complex technical issues.Maintained troubleshooting documentation and conducted training sessions for new joiners.Managed Active Directory requests: password resets, account locks, user creation, and deletion.Handled Exchange admin server tasks: shared mailbox and distribution list creation.Change Management:Working on Change requests and managing all Changes within its entire lifecycle.Analysing the impact of Change Requests, Risk Assessment and mitigation, determining Change readiness, and obtaining relevant approvals.Arranging, chairing, recording, and distributing Change details and minutes from the weekly Change Advisory Board (CAB), Technical CAB and Emergency CAB meetings.Conducting Post Implementation Review to increase success rate, identifying areas for improvement and tracking of such actions through to completion.Managing communication with all stakeholders and coordination between internal, vendor & consultant resources. Ensuring all tasks are completed within agreed timescales and thus meeting all established SLAs/OLAs.Implementation of Major Incident Management Process: Chair and Drive the Major Incident Bridge Call and publish Major Incident notifications, maintaining Bridge Logs ensuring Business Continuity. Conclude if an incident needs to be escalated according to priority and severity of the issue and following the escalation matrix as defined by the process. Coordinating with the team leads for Root Cause Analysis and ensure that the same is closed within the agreed timelines.Lease with CSM\'s and all Technical Experts to ensure swift resolution of incidents within SLA targets.