A Managing Business Consultant of 12+ years experience with extensive subject matter expertise in Networks, IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL certified V3 Service Manager. Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end users, technical subject matter experts and vendors. Adapt at driving efficiency through effective coordination of plans and schedule to prioritize tasks and achieve service level agreements.
Hi, I’m
PREETI SINGH
Incident Manager
Regina
Summary
Overview
14
years of professional experience
6
years of post-secondary education
2
Certifications
Work History
BioPharma Pvt. LtdGurgaon
Incident Manager
02.2018 - Current
Job overview
- Driving, developing, managing and maintaining the major incident process and associated procedures.
- Ensuring that all IT teams follow the incident management process for every incident.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem and find a workaround or solution.
- Represent the first stage of escalation for critical Incidents P1 and P2.
- Partnered with IT team to ensure proper translation of business requirements into software changes.
- Maintained > 99% accuracy rate analyzing Request for Change risk factors, schedules & critical paths.
- RCAs of Critical impacting tickets Monitoring the effectiveness of incident management and making recommendations for improvement.
- Communicate operations state of service throughout the global organization during a Critical Incident.
- Provides ability to compare actual operating performance and behaviour against design standards and SLAs.
IBM India Pvt Ltd
Technical Process trainer
12.2015 - 01.2018
Job overview
- Seamlessly steered the project from Onsite to Offshore working closely along with Delivery Manager & Project Manager.
- Responsible for smooth transition of project, setup an efficient, structured process oriented and compliant project which can function independently.
- Managing risks and issues impacting project deliverables and raised associated alerts to higher management in case of divergence. Driving continual improvement through metrics measurement & reporting.
- Responsible to Create Weekly Status Reports [WSR’s], Team Performance Reports, Training Documents Driving, developing, managing and maintaining the major incident process and associated procedures.
- Upgrading the software platform of the pharmacies to Office 365 from different office versions like 2007, 2010 and 2013. Upgrading associated hardware platforms to support the software, setting up the networking, domain and peripherals to ensure seamless transition from the old platform to the new platform.
- Coordinating with the application support Team, R & D Team, DBA & other Infrastructure teams for any issues regards to the project. On Call Spoc for issues related to Migration, Responsible for Training & ensuring quality always.
- Coordinates and oversees internal and external Training operations for all the upcoming new projects.
- Ensure that knowledge Management activities are taken care of. This includes on floor training, tracking & measurement. Supervision, coaching, training, reporting and leadership within the team assigned to the individual.
- Help trainers Assess relevant training needs for individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems available.
- Monitor measure and report on employees training and development plans and achievements within agreed formats and timescales.
IBM India Pvt LtdBangalore
Incident coordinator
07.2011 - 11.2015
Job overview
- Handling client escalations, emails.
- Handling supervisor calls for level 1 and provided feedback, if necessary.
- Providing training sessions to the new agents.
- Conducting team huddles and share daily/weekly updates.
- Timely auditing re-assigned cases to improve the team performance.
- Creating and analyzing reports periodically to study any trend in the business and to detect any room for improvement.
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
- Ensuring that all IT teams follow the incident management process for every incident.
- Coordinating Incident Bridge calls for quick and prompt resolutions.
- Training and collaborating with the geographically distributed Client.
- Assignee’s (Authorized Submitter) in the requirement submission process asper the business guidelines.
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Accountable for varied day-to-day support tasks (business service requests,production incident investigations, root cause analysis, incident fixes &Incident management liaison, respond to infrastructure related issues,queries, service review call, etc.)
- Daily ticket backlog/ aged ticket report,SLA utilization report, Productivity report.
- Monitor team performance; generate reports, trends & dashboards.
IBM India Pvt Ltd
Technical Analyst
07.2009 - 07.2011
Job overview
- Remote support through Dameware, Offer Remote Assistance and terminal services.
- Responsible for Creation/ Activation of AD for new/Existing users managing the windows 2003 Servers in Active Directory Environment.
- Directly involved in creation of profile for new and existing users.
- Created and maintained mailbox for new users.
- Configured and installed the required software in New Laptop.
- Proactively involved in the configuration and maintenance of printers and resolved all issues related to the printer.
- Responsible for installation and troubleshooting of Outlook for the users.
- Resolved issue for the users by taking control of user machine using Remote Assistance.
- Remote Assistance and Dameware.
- Provided Remote Support to End users
- Responsible for troubleshooting the issue and providing quick and permanent solutions to ensure customer satisfaction
- Handled Desktop calls for software installation and upgradation
- Involved in troubleshooting using remote control tools like Remote
- Admin/Remote Desktop/ Show my PC & Dameware
- Projects
- Project Managed, Trained and Implemented Office 365 -Upgrade of Microsoft Office package from 2007, 2010 and 2013 to O365
Education
Maharishi Dayanand UniversityRohtak
Master of computer applications
09.2010 - 04.2013
University Overview
GPA: 73
Khalsa CollegeJalandhar
Bachelor of computer applications
06.2006 - 04.2009
University Overview
GPA: 69
Skills
Training Managementundefined
Accomplishments
Accomplishments
- Achievements & Awards , Awarded Super Talented AchieveR (STAR) Award 3 times at IBM India PVT Ltd in 2010,2011,2012
- Awarded “Running refresher training and coordinating ID activities” in IBM India in 2018
Certification
ITIL V3 foundation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Miles to go before I sleep
Timeline
Incident Manager
BioPharma Pvt. Ltd
02.2018 - Current
Technical Process trainer
IBM India Pvt Ltd
12.2015 - 01.2018
ITIL V3 foundation
09-2015
Train The Trainer
08-2015
Incident coordinator
IBM India Pvt Ltd
07.2011 - 11.2015
Maharishi Dayanand University
Master of computer applications
09.2010 - 04.2013
Technical Analyst
IBM India Pvt Ltd
07.2009 - 07.2011
Khalsa College
Bachelor of computer applications
06.2006 - 04.2009
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