Kunjal Meshram
Pune
Summary
Incident Manager with 4.6 years of experience in managing and resolving critical incidents in fast-paced IT environments. Expertise in coordinating cross-functional teams, minimizing downtime, and improving response processes. Strong skills in root cause analysis and stakeholder communication, committed to enhancing service quality and supporting business continuity.
Overview
4
4
years of professional experience
1
1
Certification
Work History
INCIDENT MANAGER-CONSULTANT
ATOS Global IT solutions and Services Pvt. Ltd
2020.02 - Current
- Proficient in all aspects of Incident Management as per ITIL standards, with a focus on continuous improvement and end-to-end process success
- Lead bridge calls and coordinate communication among teams to maintain infrastructure uptime within agreed service levels and resolve issues per SLA requirements
- Provide quick and accurate documentation, clearly articulating critical facts during ongoing issues, and ensure timely communication
- Maintain responsibility for SLA compliance, conducting daily, weekly, and monthly reporting to customers and preparing all necessary Incident Management documentation and guidelines
- Actively monitor ongoing incidents with Business Support groups to guarantee SLA adherence and initiate proactive measures for rapid service restoration with minimal business impact
- Contribute to the Incident Management team, ensuring the achievement of performance targets and key performance indicators (KPIs)
- Develop and refine processes and procedures to track and complete Incident Management and Service Desk action items efficiently
- Regularly evaluate and adjust Incident processes to align with service delivery objectives, enhancing process effectiveness
- Manage escalation processes, review monthly breach tickets, define action plans for recurring issues, and oversee the critical incident resolution timeline to facilitate root cause analysis by the problem team.
Education
Master of Business Administration - Business Analysis and Operations & supply chain
Sinhagad Institute of Business & Research
06.2022
Bachelor of Engineering - Computer Science
P.R. Patil College of Engineering & Technology
06.2019
Skills
- Knowledgeable in ITIL principles
- Service management
- Incident prioritization
- Continuous improvement processes
- Cross-functional teams
- Incident response and management
- Initiating continuous service improvements
- System stability
- User satisfaction
- MS Office Tools, OneDrive, SharePoint Online, MS Outlook
- Power BI
- Multiple ticketing tools : SDM 12.9 ,ServiceNow, Remedy, Helix
- Issue tracking, Analytical abilities, Root cause analysis
Certification
ITIL 4 Foundation Certified in IT Service Management, December 2021
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
INCIDENT MANAGER-CONSULTANT
ATOS Global IT solutions and Services Pvt. Ltd
2020.02 - Current
Master of Business Administration - Business Analysis and Operations & supply chain
Sinhagad Institute of Business & Research
Bachelor of Engineering - Computer Science
P.R. Patil College of Engineering & Technology
ITIL 4 Foundation Certified in IT Service Management, December 2021
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