Nilima Patel
Manager, Client Service Operations Incident Manager @Bell
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WORK HISTORY
Manager, Client Service Operations Incident Manager @Bell
Mississauga, ON, CA
Provide leadership experience for all the escalations related to Security, Voice and Network services, which needs urgent service restoration to avoid business impact.• Demonstrate excellent incident management process by responding to the incident, identifying the cause, providing mitigation steps and performing root cause analysis.• Update all the stakeholders in the company and the customer with timely updates on the progress of the major incident.• Lead major incident bridge and provides updates from the technical bridge to the customer on the major incident bridge.• Expertise leading P1 major incident bridge for 40 plus hours and troubleshooting the issue to determine the root cause.• Create PIR (Post-Incident report) with the incident timelines and action items to prevent issue recurrence. • Provide customer with PIR reports and updates on the action items until resolved. • Manage Problem tickets for known errors and for the recurring issue and engage technical team to resolve tickets within the SLA.• Expertise in running the CAB(Change Advisory Board) meeting for reviewing, validating and approving all the scheduled changes after reviewed and approved by stakeholders. • Perform incident reporting for closed incidents to identify the incident patterns and perform reporting of the customer owned versus company owned incidents to adhere the SLA requirements.• Perform Asset Management for all the devices and services offered to the customer and perform audits on the assets as per SLA requirements.• Create Continual Improvement Process to improve processes, services and track the action items against the team until resolved.• Acquired ITIL specialist create, deliver and support (CDS), Scrum Foundation Professional Certificate (SFPC), Comptia Security+ and Comptia Cybersecurity Analyst (CySA+).
EDUCATION
Dalhousie University
Master's degree, Internetworking
Ganpat University
Bachelor of Technology (B.Tech.), Electronics and Communications Engineering
SKILLS
ABOUT NILIMA PATEL
Professional looking for an opportunity in the networking field to utilize skills and knowledge to meet company goals and objective with firm determination, integrity and zest.
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