Monali Dahat
Incident Management Professional | 6+ Years Driving High-Priority Incident Resolution & Continuous Improvement
- Role
- Major Incident Manager at Tech Mahindra Business Services
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Monali Dahat
Experienced and ITIL-Certified Critical Incident Manager with around 6+ years of proven successleading the full incident management lifecycle. Skilled in orchestrating high-priority incidentresponses, driving root cause analysis, and implementing preventive measures to reduce recurrence.Strong leadership in coordinating cross-functional teams and ensuring compliance with ITILframeworks and organizational policies. Adept at communicating with technical teams and seniorstakeholders to minimize business impact and enhance service reliability. Committed to continuousprocess improvement through trend analysis and collaborative problem-solving.
Experience
Major Incident Manager
Tech Mahindra Business Services
Jun 2022 — Present
Manage the full life cycle of the ITIL Incident Management Process to organizationstandards, including Severity-1 and Severity-2 incidents.Analyzed and routed fault tickets to L2 teams within defined KPIs, ensuring swiftcategorization and resolution initiation.Proficient in applying ITIL methodologies, encompassing Incident, Problem, Change andService Level Management to optimize operational efficiency and service delivery.Logged and classified incoming issues as Incidents, taking immediate action for servicerestoration.Delivered L2/L3 level technical support, aiding in the isolation, reproduction, and resolutionof complex issues.Led client-facing communication during incident lifecycle through resolution calls, updates,and post-incident reviews.Partnered with internal support teams to investigate and resolve incidents while managingclient expectations effectively.Executed real-time incident communication including status updates and criticalnotifications.Drafted and submitted Root Cause Analyses (RCAs) for Sev-1 and Sev-2 incidents.Supported lessons learned and remediation tracking to improve incident responsestrategies.Maintained incident queues ensuring SLA/OLA compliance across all cases.Independently handled customer issues and ensured their timely resolution with minimalsupervision.Contributed actively to internal Knowledge Base, documenting known issues and fixes.Produced incident trackers and reports for internal stakeholders and clients.
Education
Rashtrasant Tukadoji Maharaj Nagpur University, Nagpur
Bachelor of Engineering - BE, Electronics
2013
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