Gayatri Sanjay
Critical Incident Manager
Bengaluru,Karnataka
Summary
Being a key contributor who can operate calmly under pressure and a natural problem solver. Management and skill oriented professional, dedicated to developing strategies and communication to help businesses to reach and engage their audience. Enthusiastic team player striving for continual improvement. Also, an effective communicator with good team management and coordination skills Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
9
9
Certificates
3
3
Languages
Work History
Change Manager
Kyndryl India Pvt Ltd
Bengaluru
2 2023 - Current
- Leading change management activities within a structured process framework
- Evaluating change impact and organizational readiness to limit potential risk
- Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk
- Conduct post implementation reviews to assess the decisions and performance related to the change request Supporting the change manager in decisions for major changes
- Evaluating Requests for Change RFCs the available resources impact of change and organizational readiness
- Validating that appropriate tests and evaluation are performed before high risk changes are approved
- Documenting relevant processes and activities
- Supporting the design of change implementation scheduling
- Evaluated effectiveness of implemented changes, making adjustments as necessary to achieve desired outcomes
- Led teams through complex transformations, providing guidance and support throughout the process.
- Managed over 380 customer accounts.
Critical Incident Manager
Kyndryl India Pvt Ltd
Bengaluru
05.2021 - Current
- Be the first point of contact for a 24/7 globally based team providing Critical incident management & communication for enterprise clients
- Prioritizing the issue based on business impact and urgency
- Responsible to handle Incidents (P1 and P2 end to end) and Major Incidents
- Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases
- Sending communication mails to stake holders based on the priority
- Need to follow up with resolvers now and then for the latest update
- Ensure proper procedures escalation procedures are followed and correct support teams are engaged
- Make sure that issue get fixed as earliest as possible to mitigate the business impact
- Post incident documentation to assist Problem Management in root cause analysis
- Provide approval for business-critical changes, after the fact changes and change deviations
- Keep a track of all the severity tickets
- Join the DSR call with stake holders and discuss about all the P1 incidents
- Ensure that all SLA and qualitative measures are achieved
- Ensured communication and escalation process to technical teams
- Assume the leadership and the operational responsibility for the resources allocated to the clients or services.
- With agreement from the SDM/DPE, be the client's focal point for all aspects concerning service delivery on a day-to-day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts
- Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update
- Providing support and first response for an incoming incident related call
- Initiating and leading technical bridge calls for all impacting P1 incidents
- Ensuring that all documentation (Incident and Timeline) has been updated during the technical bridge
- Communicating the ongoing status to the business unit via the Incident Communications email
- Utilized common reporting tools, monitored compliance with Service Level Agreements, analyzed logs, maintained alerts including comprehensive audits, and escalated incidents for errors and critical alerts for maximum uptime (99.98%), minimal impact, and immediate response time
- Assessed incidents for call counts, priority, impact, downtime, and remediation, submitted Service Incident Reports for diverse audiences (up to VP level) and interfaced with high profile clients (217 Companies +) preventing future problems and communicating issues to stakeholders
- Managed and successfully achieved customer SLAs and handled escalations
- Capturing and communicating status updates to organization of ongoing incidents of severity 1 by facilitating WebEx support bridge calls, driving support teams towards resolution
- Provided guidance on incident prioritization based on potential impact, enabling more effective resource allocation during crisis periods
- Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations.
- Established strong relationships with external vendors/partners to expedite issue resolution when necessary
- Managed cross-functional teams in resolving complex technical issues, ensuring swift resolution of critical incidents
- Improved incident response times by implementing efficient monitoring and escalation processes
- Served as an escalation point for high-severity incidents, ensuring timely interventions and resolutions
- Coordinated with stakeholders during high-impact events, maintaining transparency and trust throughout the resolution process
- Maintained detailed records of all critical incidents to facilitate trend analysis and informed decision-making in future situations
- Ensured adherence to industry best practices such as ITIL, delivering standardized and efficient incident management process
Service Coordinator – Incident, Problem and Change Management
IBM India Pvt Ltd
Bengaluru
03.2017 - 05.2021
- Handling the technical support procedures to enhance the support to end users for their RHEL 7 and Windows 7 & Windows 10 related issues
- Handling the technical support procedures to enhance the support to end users for their Linux related issues, on RHEL 7 and RHEL 8
- Introduced innovative solutions to address common challenges faced during the execution of specific tasks assigned or projects undertaken
- Evaluated and analyzed data to identify trends, uncovering opportunities for process improvements and service enhancements.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Florence Public School
Bengaluru, IndiaSkills
ITIL Knowledge
Certification
Incident Management Practitioner - Issued by Kyndryl
Accomplishments
- Built multiple Dashboards on ServiceNow for the various teams for effective operations
- Contributed as an educational career advisor for underprivileged Government School Children across various parts of Bengaluru through STEM FOR GIRLS program.
- Volunteering for CSR/Social Impact activities to help visually abled children with tactile card making activities, etc
- Coordinated and managed 500+ people for Sports Tournament as a Panel Coordinator in IBM
- Volunteered as a Mentor for EVEREST, training college students for interviews
Timeline
Critical Incident Manager
Kyndryl India Pvt Ltd
05.2021 - Current
Service Coordinator – Incident, Problem and Change Management
IBM India Pvt Ltd
03.2017 - 05.2021
Change Manager
Kyndryl India Pvt Ltd
2 2023 - Current
Bachelor of Computer Applications - Computer And Information Sciences
Florence Public School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Passport
R1207732
Personal Information
- Date of Birth: 12/18/1993
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Projects
IBM Global Account -IGA, IBM India Pvt Ltd, Support IBM employees across the globe on various fronts; Application, Network, Server & Databases and be liaison between various third-party Vendors supporting day to day operations. Multi Cloud Managed Services- MCMS, IBM India Pvt Ltd/ Kyndryl India Pvt Ltd, Supervised, coordinated and maintained on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. This specialty is scalable, i.e., for small contracts the SM/DPE would typically execute this role as well. Kyndryl Private Cloud Delivery On-Prem - CIC India, Kyndryl India Pvt Ltd, Assess incidents for call counts, priority, impact, downtime, and remediation, submitted Service Incident Reports for diverse audiences (up to VP level) and interfaced with high profile clients (217 Companies +) preventing future problems and communicating issues to stakeholders. Utilized common reporting tools, monitored compliance with Service Level Agreements, analyzed logs, maintained alerts including comprehensive audits, and escalated incidents for errors and critical alerts for maximum uptime (99.98%), minimal impact, and immediate response time.
Disclaimer
I hereby declare the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned.
Passport
R1207732
Personal Information
- Date of Birth: 12/18/1993
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Projects
IBM Global Account -IGA, IBM India Pvt Ltd, Support IBM employees across the globe on various fronts; Application, Network, Server & Databases and be liaison between various third-party Vendors supporting day to day operations. Multi Cloud Managed Services- MCMS, IBM India Pvt Ltd/ Kyndryl India Pvt Ltd, Supervised, coordinated and maintained on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. This specialty is scalable, i.e., for small contracts the SM/DPE would typically execute this role as well. Kyndryl Private Cloud Delivery On-Prem - CIC India, Kyndryl India Pvt Ltd, Assess incidents for call counts, priority, impact, downtime, and remediation, submitted Service Incident Reports for diverse audiences (up to VP level) and interfaced with high profile clients (217 Companies +) preventing future problems and communicating issues to stakeholders. Utilized common reporting tools, monitored compliance with Service Level Agreements, analyzed logs, maintained alerts including comprehensive audits, and escalated incidents for errors and critical alerts for maximum uptime (99.98%), minimal impact, and immediate response time.
Disclaimer
I hereby declare the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned.
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