Johni Bhasha Shaik
Incident Manager
Sattenapalle,AP
Summary
Dynamic Incident Manager with over 4 years of experience in incident management and ITIL best practices. Skilled in fostering teamwork and enhancing service delivery, contributing to improved incident response times and increased customer satisfaction.
Overview
3
3
Languages
1
1
Certification
5
5
years of professional experience
Work History
Incident Manager
Cognizant Technologies Solutions
01.2026 - Current
- Mentored junior team members on incident resolution best practices and tools utilization.
- Led root cause analysis meetings to drive improvements in service delivery and operational efficiency.
- Implemented ITIL best practices across the organization, enhancing incident handling procedures.
- Oversaw post-incident reviews, identifying lessons learned for continuous improvement initiatives.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Developed and maintained incident management documentation for process consistency and knowledge sharing.
- Analyzed incident trends to implement proactive measures reducing recurring issues.
- Ensured compliance with industry standards by staying up-to-date on best practices in incident management methodologies.
Incident Manager
HCL Tech
09.2021 - 08.2025
- Coordinated incident response efforts to ensure timely resolution and minimize service impact.
- Analyzed incident trends to implement proactive measures reducing recurring issues.
- Facilitated communication between stakeholders during major incidents, ensuring clarity and swift action.
- Developed and maintained incident management documentation for process consistency and knowledge sharing.
Education
Master of Science - Chemistry
Acharya Nagarjuna University
Guntur, India 04.2001 -
Skills
Effective communication
Technical troubleshooting
Incident management
ITIL framework
Escalation management
Documentation of events
Impact limitation processes
Incident review
SLA management
Incident priority assessment
Incident diagnostics
Resolution team engagement
Post incident meetings
Teamwork
Teamwork and collaboration
Time management
Problem-solving abilities
Multitasking
Excellent communication
User support
Team engagement
Interpersonal and written communication
Certification
Itil
Timeline
Incident Manager
Cognizant Technologies Solutions
01.2026 - Current
Incident Manager
HCL Tech
09.2021 - 08.2025
Master of Science - Chemistry
Acharya Nagarjuna University
04.2001 -