Nirmala Sheoran

About Nirmala Sheoran

Dynamic and results-driven Major Incident Manager with 6+ years of experience in IncidentManagement, Problem Management, Change Management, ITSM and ITIL. Proven trackrecord in managing major incidents, collaborating with cross-functional teams andmaintaining high service standards in fast-paced environments. Skilled in driving globalinfrastructure technical responses, managing complex incidents and ensuring smoothcommunication with stakeholders. Looking to leverage my expertise in IT servicemanagement to contribute to a leading IT services and consulting organization.

Experience

1. Major Incident Manager

   Capgemini

   Jan 2022 — Present

   Managed high-priority, Severity 1 and Severity 2 incidents,ensuring minimal service disruption and rapid incidentresolution.Generate follow-up reports and conduct Major IncidentReviews (MIRs) to analyze major incidents in detail andidentify areas for improvement.Facilitated technical bridges to coordinate responses andmaintain communication during major incidents.Analyzed incident impact, identified appropriate mitigationactions and ensured effective communication withstakeholders.Worked closely with technical teams to identify trends,perform root cause analysis and ensure incidentresolution in line with SLAs.Drive technical responses to major incidents, establishingcommand and control throughout the entire incidentlifecycle.Lead collaboration of cross-functional teams throughtechnical bridges to resolve major incidents effectively.Manage, escalate, status and assist, coordinating repairefforts on Service Assurance issues.Being accountable for resolving the outage via workaroundor permanent fix. Supporting and nurturing processimprovements and knowledge base improvements.Process knowledge of Problem, Change and Requestmanagement.