Preeti Patel
Critical Incident Manager
Pune
Summary
Critical Incident Manager currently working in SunGuard AS with total experience 7.4 years. Experienced in ITSM , incident management, server infrastructure and network, Disaster Recovery management, crisis management. Currently, seeking a better job opportunity where I can utilize my years of experience and knowledge for betterment of company.along with, providing business technology improvements, Continuous service improvement, Major Incident Management, Problem and change management, Incident Management, IT support service delivery, service desk management. Seeking an opportunity where I can use my years of experience and knowledge for growth of organization as a part of a team
Overview
8
8
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work History
Critical Incident Manager
SunGard Availability Services
Pune
04.2022 - Current
- Lead the detailed planning for all assigned recovery events, working with the Sungard AS Global Ops team, the respective customers, our partners, and local technical resources to document all required customer-specific setup configurations.
- Review Test/Recovery History – confirm that planning milestones pertaining to the review of event history have been achieved. This includes past defects, procedure updates that include prior issue resolutions, procedure modifications, related recommendations, and active CDR’s.
- Manage Data Centre Disaster Recovery (DR) test exercises following DB’s Disaster Recovery Technical Standards and DR Test processes, and according to the annual DR calendar.
- Manage and govern all aspects of Disaster Recovery landscape, DR Test preparation and execution, DR compliance and remediation in the Asia Pacific and US region.
- Ensure that all stakeholders and testers are aware of and perform mandatory testing requirements and documentation as expected from regulators and auditors.
- Monitor and govern the remediation of DR non-compliances.
- Review and ensure that the tasks and activities specified in the Knowledge Articles are adhered to and provide feedback or assist in the updates to the Knowledge Articles.
- Provide support for internal and external audits related to Disaster Recovery.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- 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.
Consultant
Capgemini India
Pune
08.2019 - 04.2022
- Experienced Team lead in handling Network Infrastructure and server support project for client Mcdonald's UK.
- Strong understanding of ITSM, Service now, incident management, problem and change management.
- Expertise in Major Incident Management along with creating MI, Joining bridge calls to find RCA, creating banners and IVR.
- Handled multiple projects at same time for upgrading infrastructure and network in Mcdonald's UK stores.
System Engineer
Tech Mahindra
Pune
05.2016 - 08.2019
- Experienced in ITIL , servicenow, created incidents and provided resolution within SLA.
- Monitored different servers and networking related issues, provided technical support to hardware and software components
- Performed troubleshooting and maintenance of existing network systems.
Education
M.Tech in Computer Technology And Application
Gyanganga College of Technology
Jabalpur 06.2014 - 10.2019
B.Tech Computer Science
Gyanganga College of Technology
Jabalpur M.P 07.2010 - 06.2014
12th Board
M.P Board
Jabalpur M.P 06.2009 - 06.2010
Skills
ITSM & ITIL
Incident Management
Problem and Change Management
Major Incident Management
Service Now
Server Infrastructure and Networking
Crisis Management
Disaster Recovery Management
MS Office Tools
Additional Information
- Self-Motivated, Positive attitude.
- Good learner, Energetic and a self starter.
- Effective communicator with good interpersonal skills.
- Ability to work under pressure & handle multiple projects.
- Ability to build confidence & increase morale of team.
- Effective use of brand values like innovation, speed, learning & transparency.
Certification
SO 27001 Lead Auditor, GSDC - Global Skill Development Council
Timeline
SO 27001 Lead Auditor, GSDC - Global Skill Development Council
07-2023
Critical Incident Manager
SunGard Availability Services
04.2022 - Current
Consultant
Capgemini India
08.2019 - 04.2022
System Engineer
Tech Mahindra
05.2016 - 08.2019
M.Tech in Computer Technology And Application
Gyanganga College of Technology
06.2014 - 10.2019
B.Tech Computer Science
Gyanganga College of Technology
07.2010 - 06.2014
12th Board
M.P Board
06.2009 - 06.2010