Summary
Overview
Work History
Education
Skills
Timeline
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KHUSHBU RATHI

KHUSHBU RATHI

Incident manager
Kolkata

Summary

Dedicated Incident Manager with over a decade of experience harmonizing exceptional customer service and operational excellence. Proficient in resolving critical issues, implementing troubleshooting processes, and collaborating with cross-functional teams to improve product stability. Passionate about delving into processes, pinpointing inefficiencies, and crafting solutions that optimize operations while reducing costs and saving time.

Overview

15
15
years of professional experience
3
3
Languages

Work History

Senior Software Engineer

Tech Mahindra
04.2023 - Current


  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
  • Cross skilled as a Cloud Delivery Coordinator, to manage the implementation and configuration of cloud-based solutions, ensuring seamless delivery on time meeting client budget and satisfaction.
  • Working with development teams to ensure smooth implementation of cloud solutions.
  • Facilitated inter-departmental collaboration, enhancing service restoration workflows and achieving a 95% success rate in meeting SLAs.
  • Strong communication skills demonstrated by facilitating high severity incident technical bridge calls, authoring post-incident lifecycle report.
  • Conducting root cause analysis for major incidents and manage communications with stakeholders.
  • Influenced product enhancements through a feedback loop with clients and internal teams, contributing to a 8% reduction in critical incidents reported quarterly.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
  • Enhanced team performance by providing regular training, coaching, and feedback to staff members.

Senior Process Associate Analyst

Tata Consultancy Services
Kolkata
03.2014 - 03.2023
  • Worked with multiple departments to check proper billing information. Developed client-specific documentation, enabling efficient use of SAP applications and functionalities.
  • Worked as an Application Support Executive responsible for checking and doing health checks of the front end applications.
  • Assisted in developing training materials for end-users based on UAT feedback and findings. Streamlined the testing process by implementing automation tools and techniques.
  • Worked as a Contact Center Associate for APAC regions monitoring issues occurred in production environment.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Prepared change reports, monthly KPI Metrics, Process SOP and documenting Minutes of Meetings.
  • Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.
  • Worked as a Service Desk Team Lead and evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes. Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.

Technical Support Associate

IBM
01.2013 - 03.2014
  • Provided technical support and services.
  • Resolved issues faced by UAE clients for their internet and broadband services.
  • Ensured ticket closure within the SLA.
  • Provided access to different applications and assisted with basic troubleshooting steps.

Officer

ICICI Bank Pvt Ltd
04.2010 - 03.2012
  • Worked in NRI banking services to increase customer satisfaction by providing timely and accurate banking services.
  • Handled large transaction volumes accurately, maintaining high levels of operational excellence within the branch.
  • Remedied gaps in financial planning based on client needs and suitability.
  • Consistently exceeded sales targets by identifying potential sales opportunities and cultivating strong client relationships.
  • Enhanced client relationships with personalized financial advice and product recommendations.

Education

PG Diploma in Finance -

NIIT
04.2001 -

BBA - Business Accountancy

Burdwan University
04.2001 -

High School Diploma -

CBSE Board
Durgapur
04.2001 -

Skills

Service management

Escalation management

Critical incident handling

ITIL framework

Post-resolution reviews

SLA management

Team engagement

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Timeline

Senior Software Engineer

Tech Mahindra
04.2023 - Current

Senior Process Associate Analyst

Tata Consultancy Services
03.2014 - 03.2023

Technical Support Associate

IBM
01.2013 - 03.2014

Officer

ICICI Bank Pvt Ltd
04.2010 - 03.2012

PG Diploma in Finance -

NIIT
04.2001 -

BBA - Business Accountancy

Burdwan University
04.2001 -

High School Diploma -

CBSE Board
04.2001 -

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KHUSHBU RATHIIncident manager