Anchal K A

Client: Virgin Media (UK) (VMO2)

Role: Incident Manager

Tools: Remedy, Helix, AWS, ServiceNow, Jira, SharePoint

Key Responsibilities:

• Prioritizing each incident based upon its impacts on business and engaging technical teams to communicate updates till the resolution.
• Coordinating with the critical incidents impacting client business, customers/users and resulting in 70% reduction in resolution time.
• Facilitated incident mitigation, recovery and resolution for high-risk incidents ensuring with prompt and efficient response for major outages or disruptions.
• Worked with Reliability engineering and Technical Org teams to improve incident tooling, reliability and user communications.
• Ensured all the time to meet the SLA requirements from client end to make the services better without any loss.
• Managed the lifecycle of all service requests from initial submission till closure. Tracked key performance indicators related to incident management activities and worked on monthly, weekly and daily data reports.
• Knowledge on Servers, Database, Networks, Wiki and other information sites regarding incidents.

Infra Managed Service Associate (Change & Problem Management)

Key Responsibilities:

• Monitored progress throughout problem and change management to ensure timely completion of tasks according to deadlines set forth by stakeholders.
• Developed effective communication to inform users about the processes. Scheduling necessary changes to get back services to normal.
• Managing emergency meetings of the CAB to report critical issues and work on resolution.
• Managed and logged problem tickets, detection of an issue and investigating for the resolution and work on closure and workarounds.

• Managed financial records, overseeing accounts receivable and accounts payable processes.
• Recorded invoices, prioritizing urgent and aging payments for efficiency.
• Prepared cash flow reports and submitted to clients for payment approval.
• Processed payments for due invoices and managed related expenses.
• Maintained records and daily reports to ensure comprehensive tracking of financial activities.