Ekta Sharma

● Effective Root Cause Analysis:Utilized the 5 Whys technique for precise root cause identification and corrective actions, enhancing incident resolution efficiency. Reviewed Incident Management reports for targeted Problem Management, refining processes.

● Advanced Problem Analytics:Improved problem analytics, focusing on root cause determination, data analysis, and accurate trend identification.

● Cross-Functional Collaboration: Collaborated with teams and vendors for robust root cause analyses, minimizing recurring failures.

● Process Improvement Leadership: Led holistic Proactive and Reactive Problem Management process improvement program.

● Complex RCA and Documentation: Led in-depth RCAs for critical cases, ensuring quality findings and meticulous documentation during high-priority Incidents.

● Problem Review Engagement: Actively participated in weekly Problem Management Review Calls, contributing expertise.

● Knowledge Management: Maintained an updated Known Error Database for efficient problem-solving.

● Clear Technical Communication: Translated technical details into concise business language for effective cross-team communication.

● SLA Adherence and Communication: Managed SLAs, balanced priorities, and handled communication effectively.

● Solution Delivery Excellence: Consistently provided 5-10 high-quality solutions per month, aligning with top team members.

Roles & Responsibilities: TNT + FedEx (Access Management)

• Managed day-to-day service operations following the ITIL framework to ensure efficient service delivery to customers.
• Identified customer requirements and business opportunities, providing guidance, support, and closure for improvement initiatives.
• Expertly provided access requested by users for multiple applications, including Mainframe, Active Directory, Saint, ROCS, BladeLogic, and Unix, while maintaining service level agreements.
• Documented all transactions and support interactions in the system for future reference and knowledge base enhancement.
• Ensured all issues and procedural updates were communicated to Service Management and delivery teams.
• Conducted training sessions for team members and new hires, ensuring error-free service delivery to clients.
• Actively participated in Daily DSR (Daily Service Review) calls for Day-to-Day Services and prepared weekly and monthly ad-hoc reports for audit purposes.

Roles & Responsibilities: TNT + FedEx (Express Connect CIT)

• Worked on Analyzing the Low priority incidents to find out trends for initiating Proactive problem management. Coordination of cross functional team Undertaking research for the root-causes of Incidents.
• Reviewing CRs, throughout the change lifecycle, and performing actions as appropriate, working with the Change Owner; Initiators, Activators Approvers, and other Change Managers to resolve rejections and scheduling conflicts.
• Participating in CAB calls led by Change Management for Account related changes.
• Coordination of cross functional team Undertaking research for the root-causes of Incidents and thus ensures the enduring. Triaging/Troubleshooting capabilities and recommendations for incident management.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.