Ruchika Thombre

About Ruchika Thombre

With 6+ years of experience in the field of ITIL Service Management, Incident Management, Problem Management, Change Management, Service Delivery, Client servicing, and customer support. Proficient business emergency management professional, well-versed in providing timely leadership to resolve incidents. Expert in gathering, analyzing, and modeling data to enhance responses to future emergencies. Advanced problem-solver with excellent planning, organizational, and communication skills. Expertise in managing multiple projects within the Service Management portfolio and achieving the KPI targets. Expertise in Major Incident Management (Driving technical bridges and submitting Post Incident summary reports).

Experience

1. Major Incident Manager

   SAP

   Sep 2018 — Present · Banglore, IN

   Responsible for performing activities to support overall major incident lifecycle.* Developed and managed a knowledge management portal, project documentation, and reporting.* Served as a key member of the Infrastructure Team ensuring that the most effective resources were aligned to restore the Business service, including follow-through of root cause analysis and future prevention/risk mitigation within ITIL disciplines.* Hosted and drove Major Incident Management calls till incident closure with required stakeholder’s communication.* Led Sev1 & Sev2 incidents and drove them towards resolution.* Ensured adherence to Incident, Problem, and Change (IPC) Management process & governance.* Responded to user escalations and engaged in functional/technical escalation and service delivery management as required.* Initiated and participated in incident review meetings, Monthly review meetings, weekly progress review, and Daily Standup Meeting, etc.

Education

• Bapurao Deshmukh Engineering College, Sewagram

  Bachelor of Engineering - BE

  2012 — 2016