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
Problem management
Major Incident management
Communication
Critical Thinking
Analyzing Root cause
Team management
Critical Thinking
Problem Solving
Decision Making
Problem Resolution
Team building
Hands-on Experience on Servicenow, Host Tracker, Thousand Eyes Notifier, Dynatrace, VMWare Horizon 6 and 7, Solarwinds
Having Admin-L1 level experience in Linux, Unix ,Networking, and Windows Admin
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 -