Donika Patel
Incident Management
Vadodara
Summary
IT Professional with over 6 years of experience in Incident Management and Operations Support across telecom, banking, healthcare, and IT infrastructure domains. Proficient in incident lifecycle management, ticketing tools like ServiceNow and SDM, and monitoring systems such as Paladin and Grafana. Strong analytical, coordination, and communication skills with hands-on experience in ensuring service reliability and stakeholder communication.
Overview
6
6
years of professional experience
2017
2017
years of post-secondary education
Work History
Incident Manager
AVIVA
06.2021
- Validate incident assignment and ensure tickets are updated in a timely manner.
- Work closely with Aviva stakeholders to ensure service quality and SLA compliance.
Incident Manager
Telefonica
10.2023 - 02.2024
- Monitored incidents via Grafana dashboard and ensured timely follow-ups with relevant teams.
- Handaling daily reports , new tickets, updated tickets and follow up on previous unresolved tickets.
Incident Manager
R&S Bridge
Vadodara
03.2022 - 08.2023
- Company Overview: Multiple Clients: Enterprise Holdings, EthosEnergy, Office Depot, National Grid, etc.
- Monitored incidents via Grafana dashboard and ensured timely follow-ups with relevant teams.
- Participated in Daily Service Review (DSR) calls and ensured ticket quality and updates.
- Multiple Clients: Enterprise Holdings, EthosEnergy, Office Depot, National Grid, etc.
Incident Manager
Network Rail / NIE
02.2021 - 06.2021
- Oversaw incident queues and ensured timely escalation/resolution.
- Ensured adherence to ITIL processes and incident documentation.
Operations Analyst
Various Clients
Vadodara
12.2017 - 02.2021
- Company Overview: KPN, KAS Bank, SVB, VGZ, JDE
- First-level monitoring using Paladin (Nagios-based tool).
- Ticket handling and resolution using SDM and ServiceNow tools.
- Daily reporting and proactive communication with stakeholders.
- KPN, KAS Bank, SVB, VGZ, JDE
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Created and managed operational databases to store and track data and maintain accurate information.
Education
Master of Computer Applications -
Parul University
Bachelor of Computer Applications - undefined
Baroda Institute of Management Studies
Higher Secondary Certificate - undefined
Heaven Vidyalaya
Secondary School Certificate - undefined
New Era Girls High School
Skills
- Incident & Problem Management
- ITIL Framework & SLA Adherence
- Root Cause Analysis & Reporting
- Ticketing Tools: ServiceNow, SDM 171, Global SNOW
- Monitoring: Paladin (Nagios), Grafana
- Stakeholder Communication
- Dashboard & Reporting Tools
- Team Coordination & Escalation Handling
- Incident Priority Assesment
Incident priority assessment
Websites
Certifications And Tools
- ITSM Tools: ServiceNow, SDM 17.1, Global SNOW
- Monitoring Tools: Paladin, Grafana
- Dashboards: EDPP, Custom Visual Dashboards
- Other Tools: MS Excel, PowerPoint
Timeline
Incident Manager
Telefonica
10.2023 - 02.2024
Incident Manager
R&S Bridge
03.2022 - 08.2023
Incident Manager
AVIVA
06.2021
Incident Manager
Network Rail / NIE
02.2021 - 06.2021
Operations Analyst
Various Clients
12.2017 - 02.2021
Bachelor of Computer Applications - undefined
Baroda Institute of Management Studies
Higher Secondary Certificate - undefined
Heaven Vidyalaya
Secondary School Certificate - undefined
New Era Girls High School
Master of Computer Applications -
Parul University
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