Usha Rani

About Usha Rani

Immediate Joiner

Experience

1. Incident Manager

   Accenture

   Feb 2022 — Present

   Role & Responsibilities as Incident Manager (Primary Skill)- Adhere to ITIL framework methodology and lead Incident management activities. Transitioned and Implement the Incident Management Process in Microsoft. Proactive check on the SLA ‘s. Responsible to send notification to the stakeholders and clients to notify the updates for the calls hosted at regular intervals. Extending guidance and support to network engineers of assigned companies and CSAM. Performed User acceptance Testing on DFM for Incident Management. Creation of SOPs for different activities. Continuous contact with support groups to get update on the actions being taken and what changes are being made to resolve the issue. Identifying and implementing Potential Service Request Items for multiple activities within Microsoft Environment. Conducting refreshers training monthly on Hangouts for the complete Microsoft client. Preparing analysis on Monthly, Bimonthly and Quarterly basis to identify the best ways for Reduction of Inflow as well as the PowerBI and presenting to the clients. Performing Daily Audits for maintaining the Quality of the Incident and Service Request. Prepare report stating the trend and improvement in Incidents and SR. Worked with Service Owners and other Process Owners to ensure the smooth running of services. Guarantee the quality of the process by ensuring that all the process steps are followed according to the Incident Management Process.