Ashmita Nivasini K R
Bengaluru
Summary
Accomplished senior executive leader with proven success in developing, implementing and optimizing business processes to enhance long-term profitability. Astute leader with strategic mindset demonstrated over 6+ year IT career. Collaborate cross-functionally on large-scale initiatives to meet dynamic industry challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Executive
HCLTECH
Bengaluru
09.2019 - Current
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
- Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
- Produced documents, spreadsheets, reports and tracking structures using ServiceNow.
Technical Support Executive
HGS
Bengaluru
05.2018 - 09.2019
- Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
- Provided technical guidance for incident resolution activities.
- Utilized knowledge base articles, troubleshooting guides, and other reference materials to resolve incidents quickly and efficiently.
- Created reports on incident trends and metrics for senior management review.
- Conducted post-incident reviews with relevant stakeholders in order to determine areas for improvement.
- Coordinated resolution of incidents with internal and external stakeholders.
Education
BTech - Computer Science
AMRITA SCHOOL OF ENGINEERING
Bengaluru04-2017
Skills
- Process reviews
- Incident processing
- Escalation management
- Incident Management
- SLA management
- ITIL Knowledge
- Teamwork and Collaboration
- Disaster Recovery Management
Certification
- ITIL V4
- Associate Cloud Engineer
Accomplishments
- Star Performer Award 2023
- HCL Jewels
- Appreciation from Clients
Timeline
Senior Executive
HCLTECH
09.2019 - Current
Technical Support Executive
HGS
05.2018 - 09.2019
BTech - Computer Science
AMRITA SCHOOL OF ENGINEERING
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