Javeriya Aqsa

Client - (Hewlett Packard Enterprise)

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management process.
• Responsible for communicating the Incident to all required Stakeholders.
• Point of contact for all Sev 3 (potential Major), Sev 2, Sev 1 Incidents / CritSit (Critical Situations).Support the Operations team by ensuring that the necessary technical and operations staff join incident calls in a timely manner.
• Priority is to minimize impact to business and operations and to meet Service Level Agreement (SLA).
• Responsible to escalate upwards to activate urgent L3 and/or vendor support as needed
• Follow through with the required teams to determine root cause and arrange for the Permanent Fix to be implemented.
• Coordinate within the team to ensure quality RCA report drafted per the contract requirements.
• Initiate, schedule and conduct post incident reviews as needed and ensure Lessons Learnt shared with the required staff / engineers.
• Ensure that issues are escalated correctly according to their severity and impact, and that they are managed in line with established protocols.
• Ensure all incident tickets are closed timely based on respective severity lead times.

• Overseeing the incident management process and team members involved in resolving the incidents
• Responding to a reported service incident, identifying the cause and initiating the incident management process.
• Responsible for communicating with Incident Process Owner.
• Support tickets and service requests received from end-users of IT systems or issues identified through system and service monitoring.
• Prioritizing incidents according to their urgency and influence on the business.
• Collaborating with the incident management team to ensure that all the protocols are diligently followed.
• Logging all the incidents and their resolution to see if there are recurring malfunctions. Adjusting the incident management process as required ensuring its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the incident team members by re-assigning workloads and re-scheduling non- urgent tasks.
• Publishing AV and Compliance reports.
• Trained and maintained a team of 5 members.
• Act as Change coordinator

• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Sorted and organized files, spreadsheets, and reports.
• Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.