Mahima Shetty
Bengaluru City
Summary
Results-driven Critical Situation Management and Incident Manager with a proven track record in technical support, incident resolution, and stakeholder communication. Adept at managing high-risk incidents, minimizing downtime, and enhancing customer satisfaction. Skilled in ITIL processes, cross-functional collaboration, and implementing process improvements that drive efficiency. Recognized for problem-solving, leadership, and optimizing support operations to ensure seamless service delivery.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Critical Situation Management
Accenture
04.2024 - Current
- Led effective critical situation management, ensuring rapid decision-making under high pressure conditions.
- Assessed risks, identified root causes, and implemented time-sensitive corrective actions.
- Took ownership of escalation management during critical incidents.
- Prioritized tasks and resources to mitigate business, safety, or customer impact.
- Demonstrated strong judgment in ambiguous and fast-changing environments.
- Acted as a single point of contact during crisis resolution efforts.
- Managed customer and internal expectations during high-risk situations.
- Conducted post-incident analysis to identify gaps and prevent recurrence.
- Contributed to development of crisis management frameworks and SOPs.
- Developing and implementing incident management procedures and workflows by coordinating the response to incidents, ensuring swift resolution with minimal impact on services.
- Classifying and prioritizing incidents based on their severity, impact, and urgency, working closely with technical teams to understand and resolve incidents.
- Process Improvements - Collaborated with product and engineering teams to implement automation to Incident response stability which resulted 100% reduction in SLA violations.
- Communicated proactively with customers, providing timely updates and solutions during critical incidents.
- Cultivated strong cross-functional relationships, driving seamless execution of escalation strategies.
- Supervised outsourced customer support teams, ensuring high-quality critical situation Management.
Technical Specialist
IBM
05.2021 - 03.2024
- Managed high-risk incidents by coordinating cross-functional teams to ensure timely resolution and minimal customer impact.
- Provided technical support for IBM Sales Cloud applications, assisting external clients with issues related to CRM Sales Cloud, OS environments (Linux, Windows, Mac), and Cisco Jabber.
- Led Severity 1 incident resolution, taking ownership of critical production and financial environment issues.
- Provided continuous and timely updates to clients, ensuring transparency during critical incidents.
- Triaged and assessed requests, ensuring proper prioritization of Severity 1 and lower-level incidents.
- Responded to alerts and off-hours critical incidents, assessing impact and identifying root causes.
- Provided specialized technical support, ensuring seamless coordination with Incident Response Teams (IRT).
Education
Bachelor of Engineering - Electronics and Communication
Alvas Institute of Engineering and Technology
Mangalore1 2020
Pre-University College - undefined
Krupanidhi PU College
Bangalore1 2015
SSLC -
The Presidency English School
Bangalore1 2013
Achievements & Awards
- Recognized as Overall Best Performer at IBM
- Awarded CSAT Champ & Quality Champ at IBM
- Achieved the Highest Interactions in IBM
- Recognized for maintaining 100% compliance with ITIL/ITSM best practices in incident handling.
- Trained and mentored a team of 10 incident responders, enhancing efficiency and response time.
- Successfully reduced incident resolution time by 30%, improving overall system uptime.
Disclaimer
I hereby declare that all the details provided above are true to the best of my knowledge and belief at all times.
Timeline
Critical Situation Management
Accenture
04.2024 - Current
Technical Specialist
IBM
05.2021 - 03.2024
Pre-University College - undefined
Krupanidhi PU College
Bachelor of Engineering - Electronics and Communication
Alvas Institute of Engineering and Technology
SSLC -
The Presidency English School