Bhavika Singh
Project Leader
Summary
Results-oriented Support Manager offering 10 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management, maintaining service level agreements (SLAs), and collaborating with cross-functional teams.
Overview
9
9
years of professional experience
5
5
Certifications
4
4
Languages
Work History
Senior Analyst
EY GDS
07.2022 - Current
- Contributed to achieving SLA target availability of 99.54% by delivering high quality services
- Established and maintained vendor and marketing relationships, both internal and external, in support of account and client capital needs
- Key player in managing, tracking, and communicating the progress of project to internal and external stakeholders
- Responsible for the construction, presentation, and signoffs of key deliverables such as Project Plans, Project Schedule, Project Status
- Managed and optimized incident response procedures, resulting in 50% reduction in mean time to resolution
- Facilitated resolution of high-risk incidents by coordinating with cross-functional teams, ensuring timely response and minimal impact to customers
- Developed and maintained comprehensive incident management program and emergency operating procedures, in collaboration with solution and stream teams
- Implemented automation and dashboard solutions to improve incident tooling and user communications, resulting in increased reliability and efficiency of incident response processes.
Major Incident Manager
IBM India PVT Limited
10.2019 - 07.2022
- Handling multi client environment overall IT Operations {SOC Team, Technical Team ,Help Desk) almost 30 Onshore/offshore clients
- Ensured 24/7 hours up time for all the IBM cloud customers with efficiency of 99%
- Taking CAB meetings & RCA CAPA calls for changes and problem management
- Assessed incident priority based upon impact to business and escalated issues as necessary
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Executes Incident Management process tasks in adherence with requirements, Coordinates and manages Incident Management process activities across and with external suppliers to agreed SLA.
Incident Specialist
Wipro India Ltd
08.2017 - 10.2019
- Experience in Incident Management, with demonstrated success of leading critical Major Incident bridges as an Incident Manager, while collaborating with SME's and Leadership on service restoration
- Ownership and accountability for Incident Management processes
- Initiating bridge calls and driving the same with a sense of strong urgency
- Ownership of periodic updates to manage expectations of executives and stakeholders
- Experience of leading several technical post-mortem discussions for highlighting single point of failures in crucial infrastructure or service
- Acting as a Single Point of Contact for all IT Escalations
- Manage end-user
Incident & Change Analyst
Wipro India Ltd
03.2016 - 08.2017
- Provided immediate emergency response for Major incidents, conducted post-resolution reviews with team members
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements
- Used ServiceNow to develop spreadsheets, reports and tracking systems
- Track P1, P2 incidents which can be upgraded and may have high impact and divert Management attention to it
- Assessed incident priority based upon impact to business and escalated issues as necessary.
Sr.IT Service Desk Executive
Wipro India Ltd
01.2015 - 03.2016
- Helped streamline repair processes and update procedures for support action consistency
- Created support documentation that empowered and enabled user community to extend skills
- Patched software and installed new versions to eliminate security problems and protect data
- Analyzed Customer and Desktop issues to identify troubleshooting methods needed for quick remediation
- Engaged end-users and answered questions via email, phone, website live chat and in forums
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Configured hardware, devices and software to set up work stations for employees
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Drive closure of local IT user calls that have not been picked up by the Service Desk within the timelines and specifications defined (SLAs).
Education
BCA - Computer
Institute of Management Education - Ghaziabad, UP
M.Tech - Computer Engineering
BITS Pilani - Bangalore
Skills
Team managementCritical incident managementSNOWICDRemedyIncident, Change and Problem management
Scheduling Coordination
Compliance requirements
Operational Efficiency
Compliance issues
Customer Service Management
KPI Tracking
Performance Improvement
Certification
ITIL 4 CERTIFIED
Timeline
Senior Analyst
EY GDS
07.2022 - Current
Major Incident Manager
IBM India PVT Limited
10.2019 - 07.2022
Incident Specialist
Wipro India Ltd
08.2017 - 10.2019
Incident & Change Analyst
Wipro India Ltd
03.2016 - 08.2017
Sr.IT Service Desk Executive
Wipro India Ltd
01.2015 - 03.2016
BCA - Computer
Institute of Management Education - Ghaziabad, UP
M.Tech - Computer Engineering
BITS Pilani - Bangalore