Swati Maldikar

System Engineer @Tata Consultancy Services

Pune, IN

Acknowledge, investigate, and respond to the initiation of incident management procedures based on tickets raised by the service desk, vendors, and system monitoring. Manage and coordinate activities during overall ticket life cycle. Once the incident is resolved, prepare “Post Incident Review” and handover to Problem management team for RCA.Implemented and executed major incident management processes including invocation, ownership, escalation, communication and restoration of service. To be responsible for the end-to-end management of all IT major incidents.Leading Incident Bridges and driving teams to resolve issues as quickly as possible and escalating to the correct teams and leaders as required.Create Post Incident Reports with Direct Cause, Root Cause and timelines clearly documented.Essential Job Responsibilities: • Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls which are related to major incidents. • Being accountable for resolving the outage via workaround or permanent fix. • To manage the disruptions in IT Services and restore them to normal state as soon as possible with workarounds or solutions to ensure minimum impact to the business. • To identify, record, classify, and progress incidents until affected services are returned to normal or acceptable level of operation and the customer agrees to incident closure. • To take full ownership and responsibility at the time of any disruption in Service and making sure that the service is restored and there is no impact to Business. • Accountable to include relevant stakeholders and Resolver groups into the call during Critical or High Priority incidents until service restoration.Skills:SLA Management, Incident Management, Major Incident Management, RCA, ServiceNow, Application Support

Shikshan Vikas Mandals S H Kelkar College of Arts Science and Commerce Devgad Dist Sindhudurg

Bachelor of management Studies