Anusha Chowdhury

• Reviewed and contributed to preparing client specific SOP for Major Incident Management
• Created user friendly tool navigation guide
• Created client specific process training document and hosted process training sessions
• Driving Major Incident Management calls including incident resolution, incident timeline documentation and facilitated post-mortem calls (post incident review)
• Responsible for providing regular and accurate communications on an active major incident to the stakeholders
• Identified and highlighted concern areas to client to achieve higher efficiency
• Coordinated with relevant support teams to make the process of Major Incident Management smoother and swifter.

• Practiced maintaining KPIs are at or above thresholds for the designated client.

• Proactive monitoring of SLAs, alerting support teams to take ownership of incidents as early as possible and collaborating with other teams to ensure compliance.

• Coordinating with client and taking ownership of focus areas.

• Maintaining monthly incident record report.

• Responsible for ownership and coordination of actions identified within the MIM and post-mortem analysis.

• Reviewing change requests daily and working with support teams to meet the schedule adherence SLA.

• Coordinating with support teams and client in case an emergency change or an expedited change needs to be raised.

• Conducted root cause analysis for major incidents and problems, identifying systemic issues and recommending process improvements.

• Collaborated with various teams to coordinate and implement changes, ensuring minimal disruption to services.

• Providing priority focus on major incidents, engaging teams, and undertaking immediate effort to ensure swift resolution.

• Coordinating with client and acting as an active POC for all major incidents and driving major incident bridge.

• Contributing to Continual Service Improvement by providing timely constructive feedback to various technical groups on processes and documentation.

• Tracking and analyzing incidents and service requests and providing necessary feedback to technical teams to ensure services are delivered on agreed SLAs.

• Presenting priority data report and concerns (Major Incidents, count of tickets on hold, failed backup tickets, high count of tickets in specific teams, etc.) on daily huddle to DPE and other service Managers.

• Showcasing monthly highlights, lowlights, and focus areas report to DPE and client.

• Ensuring corrective actions being implemented by teams to avoid SLA misses.

• Identifying re-occurring issues and engaging necessary teams to minimize further reoccurrence.

• Implementing agile practices into daily business for improved customer satisfaction, better control, reduced risks, and continuous improvement.

• Working with the concerned teams upon resolution to prevent future incidents.

• Creating and maintaining weekly report on flow of tickets, resolution of tickets, and SLA status of tickets.

• Monitoring active tickets to make sure Service Level Agreements are met.

• Maintained high degree of customer satisfaction.

• Ensuring proper implementation of ITIL Service management industry standard processes.

• Escalating incidents which are at the risk of breaching Service Level Agreement.

• Ensuring proper closure of incidents with closed changes and resolved issues.

• Assisting teams in maintain best practices framework.

• Identifying and highlighting areas of risks.

• Led a team of technicians to promptly respond to and resolve critical incidents affecting business operations, ensuring minimal downtime and quick restoration of services.

• Developed and implemented incident response protocols and escalation procedures to streamline the resolution process and improve communication across teams.

• Conducted post-incident analysis to identify root causes and recommend preventive measures to avoid similar incidents in the future.