Poojitha V
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Vast knowledge in Cloud service account/ case escalations, problem management and Major incident management paving way for establishing my skills in any ITSM branch.
Overview
10
10
years of professional experience
Work History
Incident Analyst
Comcast
03.2023 - Current
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Improved problem resolution times by implementing efficient tracking and monitoring systems.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Used Tableau to develop spreadsheets, reports and tracking systems as a team.
- Provided process training and stood as a mentor for Interns and new employees.
- Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Implemented Teams and Spark integration project which helped to reduce the manual addition of participants during incident and problem triage calls and was awarded for the same initiative by SKY and Comcast.
- Managed recruitment drives and was part of the interview panel for Problem and Incident management.
Senior Escalation & Incident Manager
Snowflake Inc
1 2022 - 02.2023
- Handling CAL (AWS, Azure, Fruitstand
- Etc)sev 1 and assessment of impact based on MIM repository
- To make sure our cloud services are up and running within 15 mins SLA or escalating further as all our customers are Critical account holders
- Providing quicker resolution to the incidents by matching incidents against history tickets and known errors documented in KEDB
- Engaging technical teams who are mainly engineering and making sure that ownership of case is taken for service restoration
- Effective and rapid response to major incidents, also chair all major incident customer & technical meetings to further develop and maintain the Incident Management process
- To make sure communication is prioritized to the stakeholders during any outages
- To regularly review performance and trends in response to incidents where the emphasis is on swift resolution of critical incidents, which have severe business implications or have the potential of causing disruptions / unavailability
- Taking full and complete ownership of the MIM from declaration to RCA as a Senior IM Incident monitoring and sending Management Notification/Communication to the stakeholders
- Accurate reporting to key stakeholders by managing the Incident SLAs, Key Performance Indicators
- Involved in assisting the Problem Management (Cloud Service Engineers) team to prepare RCA by providing a complete Incident report which acts as a key input
- Publishing Customer facing RCA within 7 business days during Pacific time zone and following up with the CSE to ensure customer relationship is maintained smooth
- Post PMR activity, preparing Service Stability Review slide to present it to our stakeholders along with technical teams to discuss on process improvement
- Keeping a track of the approved changes; both completed and scheduled, for critical services
- Providing Emergency change approvals to the technical teams in the critical situation
- Contributing towards process improvement by providing steps to improve Servicenow tool to automate timestamps.
Major Incident Manager
Tata Consultancy Services (TCS)
01.2019 - 01.2022
- Applications feedback checks internationally for Citi process
- Preparation of issue summary and analysis of severity based on the incident
- Opening bridge for incidents and coordinating teams on call for end to end resolution of issue
- Responsible for raising a MIM (major incident management) for issues
- Performing root cause analysis post or prior to resolution
- Conducting PMR (Problem Management Review)
- Preparation of Global and internal health report (fully process oriented)
- Training and monitoring junior associates
- Reports management for designated regions
- Client data analysis and verification
- Managing Team datas using excel spreadsheet
- Record incidents, perform BAU & maintain Citi client's data using ServiceNow application.
Machine Learning Data Associate
Amazon
01.2017 - 01.2019
- Usage of agile methodologies - Scrum to gain significant enterprise traction in AWS platform as team SPOC
- Improve team efficiency by conducting sprint sessions usually in every 2 weeks by determining backlog items
- Presenting team achievements to the stakeholders after the end of every sprint
- Providing framework using Jira to track, schedule tasks and also to monitor team's progress
- Preparing velocity chart to assess the teams progress
- Transcriber - Transcribing data from the devices - Alexa & Echo
- Annotator - Verifying the first level transcription and categorizing by their respective domain
- Quality assurance - Make sure that the stakeholders receive flawless data.
Administrator
A Suit That Fits
01.2015 - 01.2017
- Customer Service - Solving customer issues and maintaining good customer relationship by turning around difficult customers
- Sales - bringing in potential sales by attracting new customers
- Quality assurance and expedited delivery - Checking for damages in tailored garments and meeting the customers needs by customizing according to their needs also by delivering garments on time
- Inventory management- full office administration which includes proper stock update by the UK team
- Audit- performing internal audit with respect to the incoming stocks and swatches
- Resourcing- rolling out job opportunities and shortlisting candidates for the required role
- Strategic sales - repeated evaluation of present sales data to predict the future sales outcome / visibility.
Education
MBA/PGDM - HR/Industrial Relations
Pondicherry University
01.2019 -
B.Tech/B.E. - Electrical
Sri venkateswaraa college of engineering
01.2015 -
12th - Tamil Nadu, English
01.2011 -
10th - Tamil Nadu, English
01.2009 -
Skills
AWS SSR
Team Building
Release Management
Problem Management
ITSM Mim
Escalation Management
Service Delivery Management
Servicenow Cloud Services
RCA ITIL JIRA
root cause analysis
customer service
Incident Management
SLA Management
Incident Manager
Advanced Excel
Timeline
Incident Analyst
Comcast
03.2023 - Current
Major Incident Manager
Tata Consultancy Services (TCS)
01.2019 - 01.2022
MBA/PGDM - HR/Industrial Relations
Pondicherry University
01.2019 -
Machine Learning Data Associate
Amazon
01.2017 - 01.2019
Administrator
A Suit That Fits
01.2015 - 01.2017
B.Tech/B.E. - Electrical
Sri venkateswaraa college of engineering
01.2015 -
12th - Tamil Nadu, English
01.2011 -
10th - Tamil Nadu, English
01.2009 -
Senior Escalation & Incident Manager
Snowflake Inc
1 2022 - 02.2023
Personal Information
- Date of Birth: 08/26/93
- Gender: Female
- Marital Status: Married