Tanya Dhuper

About Tanya Dhuper

5 + Years of experience in the field of IT Service Management, ITIL Process enhancement,Project Management and Service Modelling. Prime responsibility: handle major incidents / problems (system / database / infrastructure / network) of medium & high, complexity based on KEDB/SOP, Provide technical direction and coordination to the resolver groups involved 2. Collaborating with various resolver groups / support teams by initiating conference / bridge calls for resolving incident and problem tickets TECHNICAL SKILLS: • Incident Management • Problem Management • Change Management • Procurement Management

Experience

1. Analyst

   Accenture

   Apr 2020 — Present · Gurugram, IN

   Handled P1/P2 Bridge calls as a part of incident Management & sending notification to all relevant stakeholders at agreed timelines.• Reporting Hop count, reopen, ageing incidents & breached Tickets. Also worked towards improving the metrics.• Knowledge of relationship between Incident, Problem & Change management.• Handling Reactive Problem management as per 5 Whys Technique, Driving RCA calls & submission of RCA documents to client within agreed timeline.• Currently handling change management process end to end for US account.• Audit changes and ensure that implementation plan, rollback plan, validation plan, pretesting results, schedule, deployment brief & peer review is in place. • Conduct Pre CAB calls & Main CAB calls and clearly articulate the CAB decision.• Ensuring changes are submitted with agreed lead time

Education

• Chaudhary Charan Singh University

  Bachelor of Computer, Computer application

  2011 — 2014

• Symbiosis Institute of Management Studies

  Master of Business Administration - MBA, Human Resources Development

  2019 — 2021