Bhakti Joshi
Pune
Summary
As an experienced Major Incident Manager with 6+ years of proven success, I am a highly skilled professional who specializes in managing and resolving complex technical incidents with efficiency and speed. I possess a strong understanding of IT infrastructure, network protocols, and cloud-based technologies, which enables me to quickly identify and resolve problems that may arise.
Overview
7
7
years of professional experience
Work History
MAJOR INCIDENT MANAGER
Boeing
01.2025 - Current
- Manage the full lifecycle of the ITIL Incident Management Process to organization standards, including Severity-1 and Severity-2 incidents. Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
- Opening a Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved. Real Time & continuous follow-up with support teams for Critical incident resolution.
- Preparing & sending various daily, weekly and monthly reports to Senior Management Team.
- Running the weekly meetings with Executive Management and discussing/driving the RCAs for completion
Technology Support Specialist
Infosys
09.2024 - 01.2025
- Manage the full lifecycle of the ITIL Incident Management Process to organization standards, including Severity-1 and Severity-2 incidents. Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
- Ensure that any breach in Incident Management SLA’s is suitably recorded.
- Provided technical support for software and hardware issues for users across departments.
- Assisted in troubleshooting network connectivity problems to ensure operational continuity.
Assistant Manager
Upgrad
06.2023 - 09.2024
- Coordinated ITIL processes to streamline service management and improve efficiency.
- Facilitated training sessions for staff on ITIL best practices and tools.
- Managed incident reports to ensure timely resolution and service continuity.
- Assisted in developing process documentation for ITIL compliance and standards.
- Analyzed service performance metrics to identify areas for improvement.
- Coordinated with stakeholders to develop service level agreements that accurately reflect customer requirements.
- Collaborated with internal teams to ensure all new services comply with relevant ITSM standards and frameworks such as ITIL 4.
- Carried out audits on a regular basis in order to verify that all processes were being followed correctly according.
Sr. Quality Analyst
Talentedge Education Ventures
02.2021 - 12.2022
- Developed quality assurance processes for online education programs.ITSM
- Managed incident response processes to ensure timely resolution of issues.
- Facilitated post-incident reviews to improve future response strategies and processes.
- Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
- Provided technical guidance for incident resolution activities.
- Assigned resources and tasks to ensure quick resolution of incidents.
- Ensured all users were kept informed throughout the duration of an incident or outage.
Quality Analyst
HEXAWARE TECHNOLOGIES LIMITED
09.2020 - 02.2021
- Collaborated with development teams to identify and resolve defects promptly.
- Facilitated cross-departmental workshops to align ITSM strategies with business needs.
- Trained team members on ITSM procedures and policies.
- Trained team members on best practices related to incident management operations.
- Assigned resources and tasks to ensure quick resolution of incidents.
- Coordinated resolution of incidents with internal and external stakeholders.
- Developed processes and procedures related to incident management operations.
Incident Analyst
FILIX ECOM SOLUTIONS
09.2019 - 08.2020
- Analyzed incident reports to identify trends and recommend improvements.
- Collaborated with cross-functional teams to resolve critical incidents efficiently.
- Designed and implemented plans to secure computer files against breach, destruction, or accidental modification.
- Analyzed security procedure violations and developed plans to prevent recurrence.
- Worked closely with fellow security personnel to remedy and alleviate technology issues.
- Promoted security awareness among employees and clients to alleviate risks and breaches.
- Reviewed security bulletins and vulnerability patch releases.
Customer Support Specialist
KARVY DIGIKONNECT LIMITED
05.2018 - 08.2019
- Coordinated ITIL processes to streamline service management and improve efficiency.
- Provided technical support for hardware and software issues to end-users.
- Monitored system alerts and responded promptly to ensure operational continuity.
- Provided first-level technical support to customers with IT related issues.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Provided remote assistance to customers when required via phone or remote desktop tools.
Education
BE - University
RTMNU
Nagpur01.2017
Skills
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
- Quick learner, hard worker, and a consistent team player
- Have prior people management experience
- Have exposure to ITIL practices
- Excellent written & verbal communication skills
- Ability to work in shift and flexible schedule
- Ability to motivate staff
- Excellent team skills with ability to listen and contribute to discussions and meetings
- Building & Maintaining Relationships
- End to end ownership for customer satisfaction through levels of support
- Planning and organization & working well with Virtual Team
- Virtual Team Management Skills
- Relationship Management for services and vendors interface
- Touch down in working in a service provider environment
- Touch down in helpdesk environment
- Good analytical and logical skills required for problem solving
- Presentations and communication to all sorts of audience, one to one or a group
- Enthusiastic team player and target shooter capacity of accepting challenges, high integrity
- Strictly adheres to all SLA’s
Languages
Languages known – English, Hindi, Marathi
Timeline
MAJOR INCIDENT MANAGER
Boeing
01.2025 - Current
Technology Support Specialist
Infosys
09.2024 - 01.2025
Assistant Manager
Upgrad
06.2023 - 09.2024
Sr. Quality Analyst
Talentedge Education Ventures
02.2021 - 12.2022
Quality Analyst
HEXAWARE TECHNOLOGIES LIMITED
09.2020 - 02.2021
Incident Analyst
FILIX ECOM SOLUTIONS
09.2019 - 08.2020
Customer Support Specialist
KARVY DIGIKONNECT LIMITED
05.2018 - 08.2019
BE - University
RTMNU
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