Summary
Overview
Work History
Education
Skills
Websites
Certification
Professional Highlights
Affiliations
Languages
Timeline
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K. Pooja

K. Pooja

Vadodara

Summary

Expert in enhancing operational efficiency and reducing downtime through strategic collaboration and innovative dashboard solutions. Proven ability in customer service, multitasking, and effective time management. Committed to delivering exceptional customer experiences that foster loyalty and satisfaction.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Incident Management Lead

Paul Mason Consultancy
Vadodara
08.2021 - Current
  • Led and resolved 500+ major incidents, improving resolution times by 35% year-over-year.
  • Collaborated across application, infra, and security teams to minimize downtime during high-severity outages.
  • Standardized escalation and stakeholder communication flows, cutting response delays by 40%.
  • Built real-time dashboards in FreshService to monitor incident lifecycle and enhance reporting efficiency.
  • Conducted Post-Incident Reviews (PIRs), driving actionable outcomes and preventing recurrence.

Payment & Risk Operations Analyst

Flipkart Internet Pvt. Ltd.
Bangalore
05.2020 - 08.2021
  • Monitored payment transactions, detecting and preventing over $500K in fraud losses annually.
  • Streamlined workflows for dispute and chargeback handling, reducing resolution time by 30%.
  • Executed account risk profiling and developed proactive mitigation strategies.
  • Collaborated with engineering to refine fraud detection logic and improve compliance with PCI DSS standards.
  • Ensured adherence to anti-money laundering (AML) and risk policies in daily operations.

Education

Bachelor of Technology (B.Tech) - Information Technology

Biju Patnaik University of Technology
Bhubaneshwar
01.2013

Skills

  • Incident management (P1/P2)
  • ITIL v4 certification
  • Root cause analysis
  • 24/7 operations management
  • Stakeholder communication
  • SLA and KPI monitoring
  • Problem and change management
  • Post-incident reviews
  • Automation and escalation procedures
  • ServiceNow and FreshService proficiency

Certification

ITIL v4 Foundation Certified

Professional Highlights

  • Recognized by executive leadership for exceptional crisis management during global outages.
  • Authored SOPs for global incident response, adopted by multiple IT operations teams.
  • Trained and mentored 20+ junior analysts, establishing a resilient follow-the-sun support model.

Affiliations

Value Champion Award honored with the Value Champion Award for consistently demonstrating company values through strong leadership, integrity in incident handling, and proactive collaboration across global teams during high-pressure service outages

  • Player of the Month (multiple times) recognized multiple times as Player of the Month for exceeding performance benchmarks, showing initiative in resolving high-impact incidents, and ensuring seamless stakeholder communication under tight SLAs
  • Extra Mile Award (multiple times) received the Extra Mile Award on several occasions for going beyond role expectations, voluntarily supporting off-hours escalations, mentoring junior team members, and initiating automation improvements that enhanced incident response times
  • Mentorship and knowledge sharing trained and guided over 20 new team members, developed onboarding content, and contributed to the team's knowledge base with SOPs and best practices, significantly improving ramp-up efficiency

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2
Bengali
Upper Intermediate (B2)
B2

Timeline

Incident Management Lead

Paul Mason Consultancy
08.2021 - Current

Payment & Risk Operations Analyst

Flipkart Internet Pvt. Ltd.
05.2020 - 08.2021

Bachelor of Technology (B.Tech) - Information Technology

Biju Patnaik University of Technology

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K. Pooja