Fultucy Parveen
Bengaluru
Summary
Experienced incident and mobility manager with 9+ years in facilitating incident resolution and recovery for major projects. Skilled in creating and overseeing incident management programs that optimize tooling and user communication. Demonstrates effective leadership in cross-functional teams within complex settings. Committed to leveraging ITIL processes to drive ongoing enhancements.
Overview
2
2
Languages
1
1
Certification
10
10
years of professional experience
Work History
IT Analyst - ITSM & Mobility Operations
Harman Connected Services
Bangalore
02.2021 - Current
- Manage IT security controls for BYOD and company mobile devices inside and outside sites.
- Resolved complex technical issues swiftly, minimising downtime and maintaining high levels of user satisfaction.
- Led cross-functional incident resolution with engineering, product management, and operations leads.
- Drive incident root cause analysis, translating trends into remediation and process changes.
- Enhanced systems to improve functionality and user experience, strengthening workflow.
- Initiated updates to systems, enhancing workflows and introducing new functionalities.
- Revised workflow to align with changing business requirements, meeting new business needs.
- Worked with project teams in implementing and testing systems against requirements for error detection and quality assurance.
- Understood and negotiated needs of various stakeholders, controlling changes to minimise scope creep and cost overruns.
- Led the development and deployment of a custom analytics platform, resulting in a 20% reduction in decision-making time.
- Coordinated with IT departments to maintain and upgrade analytical tools and infrastructure.
Incident Manager
Accenture
Bangalore
11.2019 - 01.2021
- Managed critical incidents for Mastercard, Time Warner, and The New York Times.
- Led Microsoft incident management, resolving incidents within SLA targets daily.
- Coordinated incident handling from first report through final resolution, limiting disruption.
- Collaborated with 2nd and 3rd support teams for faster incident closure.
- Monitored case queues and processed incidents within agreed SLA timelines.
- Prevented SLA breaches by tracking risks closely and escalating early.
- Analysed reporting trends to target improvements across response and resolution.
- Conducted RCA for major incidents and implemented corrective actions to stop recurrence.
- Partnered with problem management to document root cause findings thoroughly.
- Acted as Microsoft liaison, delivering regular updates to stakeholders on incident status.
- Reviewed and adjusted support engineer duty rosters, enhancing service availability.
- Produced monthly Power BI reports detailing SLA performance and incident closure trends.
System Monitoring Engineer
Accenture
Calcutta
12.2016 - 06.2019
- Monitored system and service performance, identified issues, and escalated risks proactively to reduce business impact.
- Coordinated Major Incidents and technical bridge calls with L2/L3 teams, vendors and stakeholders to restore service promptly.
- Managed Incident and Service Desk Management activities, including monitoring, prioritisation, escalation and resolution within SLA.
- Monitored SLA performance, identified compliance gaps, and implemented corrective actions to enhance adherence.
- Collaborated with Problem, Change, and Configuration Management teams to resolve recurring issues and improve service stability.
- Coordinated with vendors to resolve service issues and ensure adherence to agreed SLAs and service quality.
- supported IT Service Continuity Management through risk analysis, recovery planning and continuity activities.
- Prepared operational and performance reports, supporting continuous service improvement initiatives for enhanced service delivery.
Education
Bachelor of Arts - English Literature
Calcutta University
01-2015
Higher Secondary - Arts
Kendriya Vidyalaya School
West Bengal01-2012
10th - General Education
Delhi Public School
West Bengal01-2010
Skills
- Incident management
- Root cause analysis
- Change management
- Reporting analysis
- Power BI tools
- Process optimisation
- Workflow management
- Agile methodologies
- Active Directory
- Stakeholder engagement
- Leadership and teamwork
- Time management
- Communication skills
Certification
- ITIL V4 Foundation Certified
- Power BI Certified
- Duo Security Level 1 Administrator Certified
Custom
- ServiceNow
- JIRA Service Management
- PagerDuty
- Opsgenie
- Cherwell Service Management
- Incident IO
- MS office
- PowerBI
- Slack
- Google workspace
Languages
English
Proficient
C2
Hindi
Proficient
C2
Interests
- Exploring new technology and IT Trends
- Learning new tools and professional skills
- Traveling and exploring new places
- spending quality time with family
Timeline
IT Analyst - ITSM & Mobility Operations
Harman Connected Services
02.2021 - Current
Incident Manager
Accenture
11.2019 - 01.2021
System Monitoring Engineer
Accenture
12.2016 - 06.2019
Bachelor of Arts - English Literature
Calcutta University
Higher Secondary - Arts
Kendriya Vidyalaya School
10th - General Education
Delhi Public School