Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
KARISHMA SALIHUNDAM

KARISHMA SALIHUNDAM

Senior Project Engineer
Hyderabad,TG

Summary

Professional with deep understanding of Incident management and Problem Management and root cause analysis.Proven track record in enhancing resolution times and fostering team accountability. Skilled in ServiceNow and effective communication, driving continuous improvement initiatives that significantly elevate operational efficiency.

Overview

6
6
years of professional experience
6
6
Certifications
4
4
Languages

Work History

Major Incident and Problem Manager

Wipro
04.2024 - Current
  • Responsible for Incident life cycle following ITIL .
  • Flexible working 24/7 shifts.
  • End End Incidents and Problem Management, handling P1,P2 and P3.
  • Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
  • Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
  • Improved major incident resolution times by implementing efficient processes and communication strategies.
  • Good culture of the accountability within the team, fostering ownership of issues and commitment to resolution efforts.
  • Successfully managed high pressure situations involving multiple parties , demonstrating excellent conflict resolution and negotiation skills.
  • Enhanced the team by providing regular training and feedback to staff members.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Initiate bridges/war-rooms, drive communication and work with teams ensure uptime of infrastructure within service levels.
  • Coordinate with multiple teams to get issue resolved within SLA.
  • Knowledge on Change management , Capacity management and Service Level Management.
  • Tracked metrics involving critical incidents to model trends , produce reports and make effective recommendations for improvements.
  • Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Major Incident Manager

Wipro
05.2019 - 03.2023
  • Responsible for Incident Life Cycle following ITIL.
  • Flexible working 24/7 Shifts.
  • Handling P1,P2 and P3 Incidents.
  • Posting Customer communications.
  • Provided immediate emergency response and incident management.
  • Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
  • Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Identified Computer hardware and network system issues , performing troubleshooting techniques for recommendation.

Education

Computing Systems & Infrastructure - Master Of Technology

The Birla Institute of Technology & Science,Pilani
Hyderabad, India
04.2001 -

Skills

Incident management

Certification

AWS Cloud Practitioner Essentials (Second Edition)

Timeline

Major Incident and Problem Manager

Wipro
04.2024 - Current

Change management L2 ( Wipro Internal)

10-2023

ITIL Incident management L2 ( Wipro Internal)

06-2023

Major Incident Manager

Wipro
05.2019 - 03.2023

Computing Systems & Infrastructure - Master Of Technology

The Birla Institute of Technology & Science,Pilani
04.2001 -

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KARISHMA SALIHUNDAMSenior Project Engineer