Divyanjali P

• Growth Path:

Key Responsibilities:

Incident Coordination & Response: Lead the end-to-end management of incidents, including IT outages, personnel safety incidents, and building emergencies, ensuring rapid resolution and minimal business impact.

Stakeholder Communication: Act as the primary point of contact during incidents, providing timely and accurate communication to leadership, impacted stakeholders, and relevant departments.

Escalation Management: Ensure incidents are escalated appropriately to senior leadership and specialized teams based on severity and potential business impact.

Process Ownership: Develop, maintain, and continuously improve the Incident Management framework, ensuring alignment with organizational policies, compliance requirements, and industry best practices.

Post-Incident Review (PIR): Lead comprehensive post-incident reviews to identify root causes, document findings, and recommend corrective and preventive actions.

Collaboration: Liaise with IT teams, Security, Facilities Management, HR, and other business units to ensure coordinated incident response efforts.

Training & Awareness: Facilitate incident management awareness and readiness programs across teams, including conducting simulations, drills, and tabletop exercises.

Reporting & Metrics: Develop and maintain incident logs, dashboards, and regular reports to track trends, performance metrics, and areas for improvement.

Business Continuity Support: Support the Operational Resiliency function in ensuring preparedness for business disruptions and alignment with continuity plans.

Availability: Participate in an on-call rotation to manage high-severity incidents, including outside business hours, as require

• Growth Path:
• Incident & Problem Manager (2 Years 4 Months)
• Process & Problem Management (3 Years)
• Request fulfillment (1 Year)

• Growth Path:
• Network Administrator (4 Months)
• Incident Manager & Change Support Coordinator (3 Years 4 Months)
• Key Result Areas:
• Participated in event monitoring
• Performed initial diagnostics such as pinging, telnetting, and SNMP polling
• Checked the interface status, link flaps, and link parameters by logging into the device for link down alarms
• Raised tickets for incidence such as Device not responding to poller, Slow response, Intermittent connectivity, BGP backward transition, Link down on interfaces such as ATM, Serial, Fast Ethernet, Gigabit Ethernet, and environmental disorder (fan not working properly, CPU highly utilized) & so on
• Retested the device status and link status after resolving the fault by the diagnostic team
• Played a key role in raising major network incidents with the concerned team in case of such major network failure
• Growth Path:
• Network Administrator (4 Months)
• Incident Manager & Change Support Coordinator (3 Years 4 Months)