Samiksha Dhoke

About Samiksha Dhoke

I am a results-driven Major Incident Manager with 2 years of experience at Infosys, managing critical IT incidents for global clients across diverse industry verticals. I specialize in driving end-to-end resolution of Priority 1 and Priority 2 incidents, ensuring minimal downtime and clear stakeholder communication during high-pressure scenarios.Working in a 24x7 environment, I’ve led cross-functional war rooms, coordinated with L2/L3 support teams, and handled escalations with a strong sense of urgency and ownership. My work is grounded in ITIL best practices, with a focus on continuous improvement, root cause analysis, Stakeholder Communication and proactive problem prevention.I’m passionate about operational excellence and thrive in environments where technology and process intersect to restore services swiftly and effectively.Let’s connect if you\'re looking for someone who brings calm to chaos and structure to critical incidents.

Experience

1. Incident Manager

   Infosys

   Jul 2023 — Present · Bengaluru, IN

   Managed critical incidents across global infrastructure, applications, and services with 99.99% uptime goals.•Coordinated real-time resolution efforts between cross-functional teams, vendors, and leadership.•Led daily incident review meetings and authored detailed RCA documents.•Maintained stakeholder communication with timely, structured updates and executive summaries.•Used tools like ServiceNow, Remedy, Splunk, and Grafana for triage and status tracking.•Handled 200+ P1/P2 incidents annually with average MTTR < 30 mins.

Education

• GH Raisoni College of Engineering

  Bachelor of Technology - BTech, Electronics Engineering