Shivani Singh

Junior Engineer @Hitachi Systems India Pvt Ltd

Managed end-to-end incident management and service request fulfilment, ensuring SLA compliance and timely resolution. Handled customer queries effectively, providing real-time updates and maintaining high customer satisfaction levels. Worked with ITSM tools like PCVisor, ServiceNow, and Summit Sym to log, track, and manage tickets. Prepared and analysed Daily, Weekly, and Monthly Reports on operational performance, incident trends, and SLA breaches. Conducted Root Cause Analysis (RCA) to identify recurring issues and implemented permanent fixes. Led Major Incident Management, coordinating with cross-functional teams for quick resolution and effective communication. Managed the Escalation Matrix to escalate tickets to higher levels, ensuring proper resolution. Effectively handled Asset Management by tracking, allocating, and maintaining IT assets for optimal utilization. Coordinated with vendors and suppliers for Parts Procurement based on engineer findings and urgency. Monitored inventory levels to ensure the availability of critical components and maintained stock records. Facilitated quick replacement of faulty parts to minimize downtime and ensure Incident Resolution Support. Hands-on experience with Microsoft Dynamics NAV for arranging spare parts and managing inventory.