Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JASPREET KAUR

Critical Incident and Problem Manager
Greater Noida

Summary

ITIL 4 and SIAM Foundation certified professional with over 11 years of extensive experience in IT Service Management, specializing in Critical Incident and Problem Management across diverse sectors, including manufacturing, logistics, and healthcare. Currently serving as a Senior Critical Incident Manager at HCLTech, with expertise in directing the resolution of high-severity incidents and fostering effective communication between business and IT stakeholders to ensure exceptional service quality. Demonstrated leadership in managing end-to-end incident processes, prioritizing based on business impact, and driving timely resolutions with minimal disruption. Proficient in ITSM tools such as ServiceNow and BMC Remedy, enhancing efficiency in incident tracking, reporting, and management processes, while significantly contributing to audit readiness and compliance across large-scale service engagements.

Overview

11
11
years of professional experience
2
2
Certifications
2
2
Languages

Work History

SIAM Critical Incident Manager and Problem Manager

HCLTech
12.2023 - 07.2025
  • Key Result Areas: Critical Incident Manager
  • Assessing and prioritizing critical incidents based on business impact and urgency, ensuring timely escalation and aligned response as per SLA commitments.
  • Leading and managing critical incident resolution by promptly initiating bridge calls, engaging relevant stakeholders, and driving coordinated actions for swift service recovery.
  • Communicating consistently with IT and business stakeholders, enabling informed decision-making and ensuring alignment throughout the incident lifecycle.
  • Coordinating outage notifications and banners, ensuring that user-facing communication is clear, accurate, and helps in preventing duplicate incident reporting.
  • Documenting all incident-related activities, including technical actions, stakeholder approvals, and resolution steps to support compliance and audit readiness.
  • Facilitating post-incident reviews (PIRs) with internal teams and suppliers, capturing key learnings and ensuring the implementation of corrective and preventive actions (CAPA).
  • Collaborating with Change and Problem Management teams, applying emergency changes, conducting root cause analysis (RCA), and implementing long-term resolutions or workarounds.
  • Auditing and reviewing critical incidents handled by team members, identifying improvement areas, and sharing findings with CIM and SIAM leads to drive continuous service improvement.
  • Problem Manager:
  • Identified recurring issues and conducted thorough root cause analysis across multiple suppliers, collaborating with IT teams to implement long-term solutions and prevent repeat incidents.
  • Managed the end-to-end problem lifecycle, including organizing RCA identification and approval calls with the Problem Investigation Team (PIT) and securing formal customer approval on documented findings.
  • Drove proactive problem management efforts by analyzing historical incident trends, detecting systemic issues, and initiating preventive and corrective actions to reduce incident frequency.
  • Tracked and monitored problem tasks (PTASKs), ensuring timely follow-up with responsible teams for remediation, while maintaining strict adherence to SLAs to prevent delays.
  • Led governance calls with multiple suppliers, reviewed open problems and PTASKs, ensured stakeholder alignment, and pushed for immediate resolution and closure.
  • Maintained and updated the Known Error Database (KEDB) by publishing detailed knowledge articles to facilitate faster diagnosis and resolution of recurring technical issues.
  • Key Highlights:
  • Spearheaded initiatives that led to a 20% reduction in average incident resolution time, significantly enhancing service delivery and customer satisfaction.
  • Successfully implemented a new communication protocol that improved stakeholder engagement during critical incidents, resulting in a 30% increase in positive feedback from clients.
  • Developed and executed a training program for team members on ITIL processes, leading to improved adherence to best practices and a 15% decrease in SLA breaches.

Network Senior Analyst

NTT Data Information Processing Services
08.2014 - 01.2023
  • Key Result Areas:
  • Spearheaded end-to-end delivery of network solutions for enterprise-wide projects, including installation, configuration, and proactive management of network infrastructure components.
  • Performed regular environmental health checks to ensure optimal network performance, high availability, and continuous service uptime.
  • Led network infrastructure upgrades and patch management to ensure security compliance, stability, and alignment with evolving business needs.
  • Acted as the primary network representative in critical incident, problem, and change management processes, ensuring strict adherence to ITIL standards and timely issue resolution.
  • Directed network response during high-severity incidents, analyzing root causes and driving implementation of effective solutions or workarounds with minimal business impact.
  • Conducted incident audits, identified process improvement opportunities, and published analytical reports to network leadership for continuous service enhancement.
  • Represented the network function on critical incident bridges, RCA forums, and Change Advisory Board (CAB) meetings, ensuring informed decision-making and seamless change execution.
  • Mentored and trained team members and new hires on ITIL best practices for Incident, Problem, and Change Management, strengthening operational maturity across the team.
  • Highlights:
  • Played a pivotal role in reducing network downtime by 20% through the implementation of proactive monitoring and maintenance strategies.
  • Successfully led a project to enhance network security protocols, resulting in a 30% decrease in security incidents over a one-year period.

Education

MCA -

Lovely Professional University (LPU)
01.2016

BCA - undefined

Kurukshetra University
01.2013

Skills

Team management

Certification

ITIL 4 Foundation

Timeline

SIAM Critical Incident Manager and Problem Manager

HCLTech
12.2023 - 07.2025

Network Senior Analyst

NTT Data Information Processing Services
08.2014 - 01.2023

BCA - undefined

Kurukshetra University

MCA -

Lovely Professional University (LPU)

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JASPREET KAURCritical Incident and Problem Manager