PRITI KUMARI
Kolkata
Summary
Dynamic IT professional with over 6.5 years of experience in Major Incident, Incident, and Problem Management. Skilled in managing the complete ticket lifecycle, from issue identification to resolution and continuous service improvement. Demonstrated ability to handle high-severity incidents, conduct in-depth root cause analysis, and ensure adherence to SLAs in complex IT environments. Proficient in ITSM tools like ServiceNow, emphasizing cross-functional team collaboration and effective stakeholder communication to drive rapid resolution and service stability. Experienced in supporting hybrid-cloud operations and dedicated to embracing emerging technologies for enhanced operational efficiency and innovation.
Overview
7
7
years of professional experience
Work History
Senior Analyst/Software Engineer
Capgemini
01.2018 - Current
- Dynamic IT professional with 6.5+ years of experience in Major Incident, Incident, and Problem Management, managing the complete ticket lifecycle-from issue identification to resolution and continuous service improvement.
- Proven ability to handle high-severity incidents, conduct in-depth root cause analysis, and ensure SLA adherence in complex IT environments.
- Proficient in ITSM tools like ServiceNow, with a strong focus on cross-functional team collaboration and stakeholder communication to drive rapid resolution and service stability.
- Effectively managed incident and Major Incident management processes, ensuring seamless operations.
- Managed the complete lifecycle of the Incident Management Process in accordance with organizational standards, including the handling of Severity-1 and Severity-2 incidents.
- Maintained real-time and continuous communication with support teams to drive critical incident resolution, adhering to agreed-upon SLAs and ensuring timely updates.
- Created Incident Timeline Reports immediately after the resolution, capturing detailed timelines, participant lists, and incident summaries for Problem Management purposes.
- Supported and fostered process improvements and enhancements to the knowledge base.
- Provided education and training to new team members and support staff, enabling them to effectively handle incident management responsibilities.
- Demonstrated Problem Solving skills in troubleshooting and resolving complex technical issues.
- Managing major incidents to minimize business impact and ensure service restoration within agreed-upon SLAs.
- Establish clear communication channels and escalation procedures to facilitate timely and effective communication with stakeholders, including senior management, technical teams, and business units.
- Creating technical bridge and engaging required technical teams to troubleshoot the issue.
- Creating comprehensive Post-Incident Review (PIR) reports.
- Experience in managing whiteboard sessions during critical incidents.
- Ensured that Incident records were fully updated prior to handover to Problem Management, facilitating seamless transition and continuity of actions.
- Maintained various trackers and ensured regular updates to accurately track incident progress and status.
- Successfully led initiatives to restore critical business functions, applications, and infrastructure services within designated timeframes.
- Implemented and executed major incident management processes, encompassing efficient escalation procedures, effective communication strategies, and swift service restoration.
- As a Senior Team resource experienced in task assignment and prioritization resource planning, experience in handling the quality assurance managing risk management with performance evolution and help the team for continuous improvement.
Software Associate & Engineer
Coca-Cola
01.2018 - Current
- Worked on troubleshooting for O365, shared mailbox, VDI (virtual Desktop Infrastructures), OneDrive, Outlook, MS Teams, printer server, Network Issues and other client Apps.
- Working as basing Intune troubleshooting.
- Second level of contact (L2) and representatives to client.
- Performing on tickets which was not resolving by level 1.
- Worked on escalation and advanced troubleshooting.
- Experienced in tools like ServiceNow, ITSM, agent workflow.
- Handling call, chats, email, web tickets together.
- User Account validation, Account Unlock, synchronization (password) and password reset.
- Group Creation and deploying access in share network folders.
- Organizational Unit (OU) of user and computer.
- Managing report Desktop Access.
- Verification and Correction in Attribute Editor.
- Bitlocker recovery Password.
- Provides Access/Add user in shared Mailbox.
- Provide Access/Add user in Distribution List.
- Managing AD Groups memberships.
- Revoke/Remove Users Access in shared mailbox and distribution list.
- Awarded As 'RISING STAR' for Providing best support to client and for being quick learner.
- Certified with Wintel system engineer with Grade A Level 1 from the organisation.
Education
Bachelor of Science - Biotechnology
MITS School of Biotechnology
Bhubaneshwar 07.2018
Intermediate -
Chasnalla Academy
Dhanbad04.2015
Skills
- Major Incident management
- Incident Management
- Problem management
- Service request management
- Alert Monitoring tool (Dynatrace, Nagios, Solarwind)
- Escalation Management
- Troubleshooting
- ServiceNow
- Application patch deployment
- Version control strategies
- Cloud environments (AWS, Azure)
Accomplishments
- Awarded As 'RISING STAR' for Providing best support to client and for being quick learner.
Timeline
Senior Analyst/Software Engineer
Capgemini
01.2018 - Current
Software Associate & Engineer
Coca-Cola
01.2018 - Current
Bachelor of Science - Biotechnology
MITS School of Biotechnology
Intermediate -
Chasnalla Academy
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