Aisha Taranum
Bengaluru
Summary
Dynamic Major Incident Manager with a proven track record at Tata Consultancy Services, excelling in incident management and stakeholder communication. Experienced in managing major incidents and ensuring minimal disruption to services, with a focus on swift resolution. Strengths include strong decision-making skills, ability to manage teams effectively, and adaptability in high-stress situations. In previous roles, contributed significantly in reducing downtime through efficient incident management processes and improved cross-functional collaboration.
Overview
10
10
years of professional experience
Work History
Major Incident Manager
Tata consultancy services
Bengaluru
2024.03 - Current
- Developed communication plans for informing stakeholders about major incident status updates.
- Ensured compliance with internal policies related to incident management processes.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Managed high-priority incidents by coordinating cross-functional teams to achieve timely resolutions.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
Team Leader
Tata consultancy services
Bengaluru
2023.03 - 2024.03
- Collaborated with other departments to ensure alignment of goals across teams.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Maintained a positive work environment that promoted collaboration between team members.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Created training materials and conducted group trainings on new processes or procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Technical Lead
Tata consultancy services
Bengaluru
2019.05 - 2024.03
- Monitored application health metrics such as error rates, latency, throughput, and took corrective action when necessary.
- Identified opportunities to improve system performance, scalability, and reliability.
- Analyzed customer requirements to determine appropriate technology solutions.
- Provided expert technical support for the service desk, ensuring efficient resolution of complex issues.
- Managed multiple tasks within tight deadlines while ensuring quality control throughout the process.
- Performed root cause analysis for production incidents and identified permanent fixes.
Systems Engineer
Innova Solutions India Pvt Ltd
Bengaluru
2017.04 - 2019.05
- Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
- Analyzed customer requirements and translated them into functional specifications.
- Troubleshooted technical issues related to servers, networks, storage systems, virtualization platforms and other IT infrastructure components.
Help Desk Technician
Compas Group
Bengaluru
2015.06 - 2017.04
- Created user accounts, maintained system documentation, tested and evaluated new technology.
- Repaired damaged cables or replaced defective components as necessary.
- Provided end-user training when needed.
Education
Bachelor of Engineering - Civil Engineering
Visvesvaraya Technological University
Bengaluru 2014-06
Skills
- Incident management
- Root cause analysis
- Service restoration
- Stakeholder communication
- Performance monitoring
- Cross-functional collaboration
- Process improvement
- Problem solving
- Critical incident handling
- SLA management
Timeline
Major Incident Manager
Tata consultancy services
2024.03 - Current
Team Leader
Tata consultancy services
2023.03 - 2024.03
Technical Lead
Tata consultancy services
2019.05 - 2024.03
Systems Engineer
Innova Solutions India Pvt Ltd
2017.04 - 2019.05
Help Desk Technician
Compas Group
2015.06 - 2017.04
Bachelor of Engineering - Civil Engineering
Visvesvaraya Technological University