Payoshni Wadode

Experience

1. System Engineer

   Infosys

   Apr 2022 — Present · Pune, IN

   ITIL Certified professional, Major Incident Manager with Around 5 years of experience in ITIL process. I bring specialized knowledge in critical domains such as Major Incident Management, Incident Management, Problem Management, Change Management and Service Delivery.Excellent communication & interpersonal skills with strong analytical, team-building, problem-solving, and organizational abilities.Specialized in Major Incident Management, with expertise in leading technical bridges and preparing Post-Incident Summary ReportsSupervise all high-priority incidents(P1andP2), evaluate Post-Incident Reports(PIRs), and ensure thorough documentation of incidents, including detailed root cause analysis, identified deficiencies and recommendations for preventing or mitigating future service disruptions. Create Solutions in Service Now Tool for Helpdesk to Solve Issues as Part of the Incident Management Process. Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Managed escalations from the service desk to resolver level. Lead Critical Incident Bridges, guiding teams to resolve issues swiftly and escalating to the appropriate teams and leaders as needed. Accept and authorize major incident tickets. Develop time estimates and project plans for development projects. Work with problem resolvers to ensure prompt resolution of reported troubles. This includes hosting bridge conference calls. Initiate, plan and execute CI initiatives for Support team. Established process and procedures to identify monitoring gaps in customer facing applications and ensure problem detection of the support teams before customer detects it.