Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Aishwarya M S

Bangalore

Summary

Experienced Incident Manager with 96 months of expertise in business operations and process improvement. Proven ability to achieve smooth flow of Incidents and deliver strong metrics. Highly organized with strong attention to detail and problem-solving skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Software Engineer

Tech Mahindra Limited
Bangalore
03.2023 - Current
  • Team Lead, Smithsnews Service Desk team.
  • Provided monthly SLA reports and managed client review meetings.
  • Created SOP documents for process improvements.
  • Handled client escalations and delivered full RCA.
  • Conducted incident management training and knowledge development.
  • Managed ticketing and SLA compliance using JIRA.
  • Performed weekly quality checks and reported discrepancies.

IT Operations Analyst - Telstra

Accenture Solution's Pty LTD
Bangalore
05.2018 - 03.2023
  • Managed Telstra clients as Incident Manager for Commonwealth Bank of Australia.
  • Reported incident management data to executive management.
  • Facilitated client complaints and escalations to ensure high client satisfaction.
  • Conducted Post-Incident Reviews to identify process improvements.
  • Guided incident management training for support staff.
  • Generated and presented SLA reports and reviews for clients.
  • Led team performance monitoring and feedback.
  • Created SOP documents for process improvements.

IT Operations Analyst - Telstra

Accenture Solution's Pty LTD
Bangalore
09.2016 - 04.2018
  • Working for an Australian based Project (Telstra Apps MarketPlace) who are online marketplace that features a range of business applications including Office 365
  • Office 365 Specialist.
  • Administration of Office 365 workloads (Exchange online, Teams, SharePoint online and OneDrive for Business)
  • Troubleshoot and customize Office 365 applications, including Outlook Express, Word, and Excel.
  • Coordinating with Microsoft agents for escalated cases as a MOS Coordinator.
  • Being a trainer, I was able to share and teach new joiners about all the tips, methods, and tricks to resolve any 0365 issues.
  • Conducted regular audit for the team to ensure all processes were in compliance with the Client's requirements.
  • Reporting on a daily, weekly, and monthly basis to gauge and improve team performance, and meet the SLAs.
  • Handling client escalations and providing the full RCA.
  • Troubleshooting all the Office 365 desktop application and mobile application issues.
  • Supporting and sync troubleshooting in OneDrive and SharePoint.
  • Thorough working knowledge and ability to troubleshoot all issues with DKIM in Office 365

Education

Bachelor of Computer Application (BCA) -

Bangalore University
Bangalore, Karnataka
05.2016

Skills

  • Incident Management
  • Quality Assurance
  • Reporting and Analysis
  • Presentation Skills
  • Microsoft Excel
  • Microsoft Power BI
  • Communication
  • Time Management
  • Tight Deadlines
  • Documenting
  • File Management

Certification

MS - 900, Completed

Languages

English
First Language
Telugu
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1

Accomplishments

Star of Business Award
This award is to recognize your superior performance on targets/metrics, ownership and delivery against significant challenges. (FY20 Q2)


Show You Care Award
Telstra Client award
The Core Value Award was given for being the champion with high customer satisfaction and highest cases resolved in 2019.


Continues Improvement Champion
Telstra Client Award
The award is to recognize the continues improvement in helping team achieve Client metrics


Star of Business Award
This award is to recognize your superior performance on targets/metrics, ownership and delivery against significant challenges. (May – Aug FY’18 Q4)


Star of Business Award
This award is to recognize your superior performance on targets/metrics, ownership and delivery against significant challenges. (FY 18 Q1 and Q2)


Encore Awards
Accenture core Value Award
Thank You for demonstrating superior performance & sense of ownership in 2018


Star of Business award
This award is to recognize your superior performance on targets/metrics, ownership and delivery against significant challenges. (Nov – Dec FY’17)


Star of Business Award
This award is to recognize your superior performance on targets/metrics, ownership and delivery against significant challenges. (Nov – Dec FY’16)

Timeline

Senior Software Engineer

Tech Mahindra Limited
03.2023 - Current

IT Operations Analyst - Telstra

Accenture Solution's Pty LTD
05.2018 - 03.2023

IT Operations Analyst - Telstra

Accenture Solution's Pty LTD
09.2016 - 04.2018

Bachelor of Computer Application (BCA) -

Bangalore University

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Aishwarya M S