Vertika Asthana

About Vertika Asthana

Experienced ITIL service operations specialist. Skilled at ITIL problem management, client relations and continuous service improvement.

Experience

1. Critical Incident Manager

   Cloudera

   Jul 2020 — Present · Bengaluru, IN

   Responsible for managing and coordinating the response to critical incidents across different regions and business units. • Work with various teams to develop and update incident response plans, including defining roles and responsibilities, establishing communication channels, and coordinating training and drills.Ensure that incident response plans align with regulatory requirements and industry best practices.• Assesses the severity and potential impact of incidents, prioritizes response efforts, and allocates appropriate resources to address them. Analyze incident data to identify trends, vulnerabilities, and areas for improvement in incident response processes.• Act as a central point of contact for incident reporting and escalation, coordinating communication between different teams, departments, and stakeholders. Ensure timely and accurate communication of incident details, status updates, and mitigation measures.• Provide direction, support, and guidance to the team members, ensuring effective collaboration and decision-making during incident response.•Oversee the post-incident analysis process, conducting root cause analysis and lessons learned sessions. Prepare incident reports summarizing the incident, response actions, and recommendations for improvement.• Identifies opportunities to enhance incident response capabilities, processes, and technologies. S• Ensure that incident response activities align with legal and regulatory requirements, industry standards, and contractual obligations. Act as central point for customer escalations and drive them towards resolution.

Education

• Sikkim Manipal University - Distance Education

  Bachelor of Business Administration - BBA, Accounting and Business/Management

  2011 — 2014

Skills

• Crm
• Itil
• Incident Management
• Crfs
• Change Management
• Customer Service
• Sla