Priyanka Sawarkar
Major Incident Manager
Pune
Summary
Dynamic Major Incident Manager with extensive experience at HCL Technologies, specializing in ITIL processes and incident management. Proven track record in driving P1 and P2 incidents to resolution, enhancing client satisfaction, and implementing effective performance monitoring strategies. Strong client relationship management skills complemented by hands-on expertise in ServiceNow and JIRA.
ITIL Foundation V4 Certified.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Analyst
HCL Technologies
12.2022 - Current
- Monitor the incidents and manage workload in their respective queues to ensure compliance with the Service Level Agreement.
- Driving an incident to resolution through support engagement. Documenting key actions and events during an incident bridge call.
- Good knowledge of the incident life cycle, from incident identification to incident closure. Hands-on ServiceNow, in which we can raise an incident and resolve the incident.
- Worked on P1, P2, P3, and P4 incidents. Drive the bridge call for P1 and P2 incidents with the required support team. Determine the RCA for the weekly outage incident, and how to rectify it if it happens again.
- Coordinate with the team for major incident issues. A bridge call with the entire support team is required, and we should do a technical or checkpoint call whenever necessary.
- Create a daily handover shift report on what happened during the working hours, and send it to the team and higher authorities.
- End-to-end incident management for network incidents and outages to meet the agreed SLA and KPI.
- Create daily MOM and internal sync-up MOM on what happened in the call on a weekly basis, and send it to the higher authorities.
- Experience working in the Major Incident Management Team as an Incident Manager, handling the P1 and P2 incidents, and driving the potential P2 and P3 incidents to closure before they become a P1 major incident and impact the IT services.
- Record and classify received incidents, and undertake an immediate effort to restore a failed IT service as quickly as possible.
- Leading critical incident bridges and driving teams to resolve issues as quickly as possible, and escalating to the correct teams and leaders as required.
- Worked on monitoring incidents, triaging incidents, troubleshooting the root cause analysis (RCA), and resolving the incidents.
- Determines whether an incident needs to be escalated according to the priority and severity of the issue.
- Work in 24/7 environments. Hands-on experience with ServiceNow and JIRA.
- Coordinate with the team for major incident issues. A bridge call with the entire support team is required, and we should do a technical or checkpoint call whenever necessary.
- Maintaining the incident management objectives, which include maintaining the response and resolution SLA, focusing on key performance metrics, client satisfaction, and business process improvement.
- Participate in post-mortem meetings, and work with incident managers to drive technical teams to define the root cause.
- Experience creating, documenting, and disseminating incident reports, Power BI review reports, and knowledge articles.
- Hands-on ServiceNow dashboard in which we can raise an incident and resolve the incident.
- Organizing, attending, and participating in stakeholder meetings. Driving the efficiency and effectiveness of the incident management process.
- Ensuring that all IT teams follow the incident management process for every incident, and making sure that all the impacting parties have been informed about the ongoing incident.
- Implemented and executed incident management processes, including ownership, escalation, communication, and restoration of service.
- Manage the lifecycle of all problems, from identification through root cause analysis, to closure.
- Identify recurring issues, and proactively propose solutions to eliminate or minimize their impact.
- Maintain and update the problem management log and RCA, including action items and resolutions. Provide trend analysis and develop action plans to resolve problems. Review the findings with the team.
- Provide regular updates and reports on problem management performance metrics, including trends, major issues, and resolutions.
- Provide detailed problem-related documentation, including root cause analysis reports, action plans, and lessons learned.
- Worked on activities that include monitoring the Production Power BI report, the In-House Power BI report, and the correction of data.
Senior Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
03.2019 - 11.2022
- Monitors the incident queue and ensures that all incidents are responded to and resolved as per the defined SLA. Handling high-priority incidents P1 and P2, if required, P3 and P4 as well, and coordinating with the respective teams as per the escalation matrix.
- Ensured compliance with applicable laws regarding data privacy protection standards during the provision of IT services support activities. Resolved customer incidents in a timely manner.
- Managed incidents related to software installation, upgrades, and application functionality. Analyzed support tickets to identify trends and recommend product improvements to the development team. Developed and maintained strong relationships with customers to meet quality expectations.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Maintained an inventory of all technology resources, including software upgrade incidents.
- Collaborated with colleagues on projects requiring multiple IT services support specialists working together to achieve common goals.
- Referred major incident problems or defective products to vendors or technicians for service. Provided feedback on processes used by the IT Service Desk team to improve efficiency and effectiveness.
- Auditing low-priority pending tickets (P3 and P4) to minimize the gap between the ticket owner and the user helps to improve work quality, and it also reduces the pending ticket count. Good understanding of the incident lifecycle from incident identification until incident closure.
- Generate an SLA audit report and an internal sync-up report on the call each week, and forward them to higher authorities.
- Worked on Power BI Report, i.e. Daily correcting data as per the business requirement.
- Work in 24/7 environments. Hands-on experience with ticketing tools like JIRA. Hands-on ServiceNow dashboard in which we can raise an incident and resolve the incident. Drive the bridge call for the P1 incident with the required support team.
- Worked on P1, P2, P3, and P4 incidents. Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Worked on monitoring incidents, triaging incidents, troubleshooting the RCA, and resolving incidents.
- Attending and participating in stakeholder meetings. Enhancing the incident management process's efficacy and efficiency. Ensuring that all IT teams adhere to the incident management procedure for each incident, and that all parties impacted by the incident are aware of its current status.
- Developed and carried out incident management procedures, such as communication, escalation, ownership, and service restoration.
- Tools used: ServiceNow, JIRA, VMware.
Analyst
Hexaware Technologies
08.2016 - 11.2018
- Provided support to users in a 24/7 uptime environment, often working double shifts to accommodate time zones.
- Resolved issues and escalated problems with knowledgeable support, and quality service.
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks. Analyzed issues to identify troubleshooting methods needed for quick remediation. Engaged end users and answered questions via email, phone, website live chat, and in forums.
- Wrote and reviewed tickets to request maintenance for various types of equipment. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Built and provided basic end-user troubleshooting and desktop support on Windows.
- Configured hardware, devices, and software to set up workstations for employees. Wrote and reviewed incident tickets to request maintenance for various types of equipment.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Education
Master's In Computer Applications (MCA) - • Provided Support To Users in 24/7 Uptime Environ
GH Raisoni Institute of Technologies
Nagpur 04.2001 -
Bachelor's in Computer Application (BCA) - Computer Application
GH Raisoni Institution of Technologies
Nagpur, India 04.2001 -
Skills
ITIL Certified
Client management
Performance monitoring
Client relationship management
Incident reporting
Very strong understanding of ITIL process framework with specialization in service Operations
Excellent understanding of business complexity and project interdependencies
Certification
ITIL V4
Timeline
ITIL V4
03-2026
Senior Analyst
HCL Technologies
12.2022 - Current
Senior Executive
Infosys BPM Limited ,Hinjewadi,Phase 2
03.2019 - 11.2022
Analyst
Hexaware Technologies
08.2016 - 11.2018
Master's In Computer Applications (MCA) - • Provided Support To Users in 24/7 Uptime Environ
GH Raisoni Institute of Technologies
04.2001 -
Bachelor's in Computer Application (BCA) - Computer Application
GH Raisoni Institution of Technologies
04.2001 -