Summary
Overview
Work History
Education
Skills
Certification
Timeline
Kriti Dubey

Kriti Dubey

Bengaluru

Summary

Detail-orientated, ITIL certified Major incident manager with 7+ years, adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.

Overview

8
8
years of professional experience

Work History

Incident Manager

News Corp
Bengaluru
12.2022 - Current
  • Handled Major Incidents for different business units (Dow Jones, News UK, News Corp Australia)
  • Hands on experience in alert monitoring tools such as Big Panda and OpsGenie
  • Drove and coordinated major incident outage bridge calls with support teams, on-call support application teams and management
  • Prepared and modified Major incident reports and Post Implementation reports for any outage
  • Maintained service levels for Major Incidents, exceeding set SLA and KPI metrics
  • Adhered to the escalation procedures in incident management
  • Carried out incident management work streams through structured methodology to provide unified approach

Consultant

Capgemini Technology Services India Limited
Bengaluru
11.2021 - 11.2022
  • Part of a pilot batch in project transition of SAP HEC
  • Improved performance, hiring practices and management systems to facilitate success of client's organization
  • Hands on experience in SAP desktop, Cloud reporting, SNOW, SAP Analytics
  • Worked as a process QA manager role
  • Monitored SLA's and KPI's for tickets
  • Worked as MIM and coordinated incident management outage bridge calls with support teams, on-call support application teams and management

Specialist

HCL Technologies
Noida
07.2019 - 10.2021
  • Communicated and helped in transition of AMENA project details, review deliverables and receive sign-off before implementation
  • Worked on three business units (AMENA, NA and APAC) simultaneously
  • Supported knowledge training sessions for new joiners
  • Developed capability and knowledge of ServiceNow tool and processes to support business operation improvements
  • Created process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
  • Submitted monthly, weekly and daily reports to provide updates to clients regularly, ensuring projects stayed on track and aligned with requirements

Service Management Analyst

Tech Mahindra
Noida
07.2018 - 07.2019
  • Was part of the pilot batch in project transition of AT&T
  • Configured the service management system, including workflow creation and documentation
  • Hands on experience in software asset management
  • Achieved service time and quality targets
  • Managed weekly and monthly review meetings and provide data metrics to Leadership
  • Worked on different ticketing tools such as OTIS and Unified Desktop
  • Exceeded goals through effective prioritization and consistent work ethic

Technical Support Engineer

Just Dial ltd
Noida
08.2017 - 03.2018
  • Managed the queue with all tickets end to end working closely with shift leads and team managers
  • Created and maintained all case notifications within target service level agreements
  • Collaborated with team members to achieve target results
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
  • Identified issues, analyzed information and provided solutions to problems
  • Used support tickets to track and speed up incidents

Education

B.Tech, CSE -

Jayoti Vidyapeeth Women's University
01.2017

12th -

Doon Public School
01.2013

Skills

  • Major incident management
  • ITSM ticketing tools (SNOW, OTIS, UD)
  • Alert Monitoring tools (Big Panda, Opsgenie)
  • Change management
  • Teamwork and Collaboration
  • Problem-solving
  • SAP ticketing tools (SPC, CSS)
  • SLA management
  • Post incident meetings
  • Escalation management
  • Team engagement
  • Incident review
  • Root-cause analysis
  • Documentation of events
  • Stakeholder management
  • Disaster recovery

Certification

ITIL V4 Foundation Certification

Authority - PeopleCert

Date Earned - December 2024

Certificate Number - GR671729012KD

ISSUE 27/12/2024

RENEW 27/12/2027

ITIL 4 Foundation Certificate in IT Service Management

Timeline

Incident Manager - News Corp
12.2022 - Current
Consultant - Capgemini Technology Services India Limited
11.2021 - 11.2022
Specialist - HCL Technologies
07.2019 - 10.2021
Service Management Analyst - Tech Mahindra
07.2018 - 07.2019
Technical Support Engineer - Just Dial ltd
08.2017 - 03.2018
Jayoti Vidyapeeth Women's University - B.Tech, CSE,
Doon Public School - 12th,

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Kriti Dubey