Rashmi C Alva
Summary
Results-driven professional with 10 years of experience in technology leadership, specializing in major incident management and client success. Proven expertise in orchestrating the resolution of high-severity incidents, minimizing downtime, and driving service reliability through proactive monitoring and root cause analysis. Adept at fostering strong client relationships, ensuring seamless service delivery, and achieving measurable business outcomes. Skilled in aligning technical operations with client goals, implementing ITIL best practices, and leading cross-functional teams to excel under pressure. Recognized for exceptional communication, strategic planning, and the ability to deliver consistent value to both clients and stakeholders.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technology Lead - MIM/Client Service Manager
Broadridge Financial Solutions
12.2022 - Current
- Directed resolution efforts for high-impact incidents, coordinating global teams and minimizing downtime for mission-critical systems.
- Reduced MTTR by 40% through the introduction of automation tools and refined escalation processes.
- Established a robust incident communication framework, ensuring transparent updates to stakeholders and clients during crises.
- Conducted root cause analysis (RCA) for recurring issues, implementing preventive measures that improved system stability by 25%.
- Designed and implemented incident management workflows aligned with ITIL best practices, enhancing response efficiency and consistency.
- Built and maintained a 24/7 incident response team, ensuring uninterrupted support for global operations and adherence to SLAs.
- Created and enforced a structured incident prioritization matrix, ensuring resources were allocated effectively to critical issues.
- Liaised with third-party vendors and partners during major incidents, ensuring timely resolution and accountability for external dependencies.
- Managed communications during high-severity incidents, ensuring consistent updates to executive leadership, clients, and affected teams.
- Standardized escalation protocols, reducing delays in engaging senior technical resources and accelerating resolution timelines.
- Orchestrated disaster recovery efforts during major outages, restoring services within SLA-defined timelines and minimizing financial impact.
- Conducted annual audits of incident management processes, identifying areas for improvement and implementing best practices.
- Designed and implemented a knowledge base system, documenting incident resolutions and creating a repository of best practices to prevent recurrence.
- Managed over [specific number] P1 and P2 incidents annually, ensuring adherence to SLAs and maintaining client trust.
- Developed post-incident review processes, driving continuous improvement initiatives and knowledge-sharing across teams.
- Implemented monitoring and alerting systems, enabling proactive identification and resolution of potential issues.
- Facilitate a smooth onboarding process for new customers, including training sessions to ensure they understand how to use the product or service effectively
- Build and maintain strong relationships with customers, acting as their main point of contact and trusted advisor throughout their journey
- Monitor customer accounts to identify potential issues before they arise and proactively offer solutions recommendations
- Serve as the voice of the customer within the company, providing feedback to product, sales, and marketing teams to improve the overall customer experience.
- Ensure customers are fully utilizing the features and benefits of the product or service, helping them achieve their desired outcomes
- Develop and implement customer success plans tailored to each customer's specific needs and goals, outlining key milestones and metrics for success
- Identify early signs of customer dissatisfaction or potential churn and take corrective actions to retain the customer
- Manage contract renewals and identify opportunities for upselling or cross-selling additional products or services that align with the customer's needs
- Gather and analyze customer feedback to gauge satisfaction levels and identify areas for improvementSpearheaded technology transformation projects, including cloud migration and infrastructure modernization, resulting in a 30% cost reduction.
- Collaborated with executive leadership to align IT strategies with business objectives, ensuring seamless integration of technology solutions.
- Optimized IT service delivery frameworks, achieving a 20% improvement in operational efficiency and reducing incident frequency.
- Built cross-functional teams to tackle complex technical challenges, driving innovation and fostering a culture of collaboration.
Major Incident Manager
IBM/Kyndryl
04.2020 - 12.2022
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Provided technical support during the investigation into the root causes of major incidents.
- Created playbooks outlining procedures for responding to different types of major incidents.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
- Acted as an escalation point for unresolved or difficult major incidents.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Collaborated with involved team members to complete post-incident assessments.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Developed data security and disaster recovery procedures.
- Responded to critical incidents without delay.
- Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
- Recruited talented employees to be part of incident response taskforce, training each to be prepared for array of possible events.
- Maintained knowledge of advances in information technology systems and applications.
- Provided guidance on best practices for handling complex incidents and escalating issues as appropriate.
- Created plans for remediation ahead of time, altering procedures during actual incidents whenever necessary.
- Conducted periodic reviews of existing processes related to incident management and made recommendations for improvement.
Process Lead - MIM/CSM
Broadridge Financial Solutions
04.2019 - 04.2020
- Orchestrated the resolution of high-severity incidents, ensuring minimal business impact and achieving a 99% SLA compliance rate.
- Led cross-functional teams to diagnose, resolve, and prevent recurring issues, reducing incident recurrence by 20%.
- Facilitated executive-level communications during critical incidents, providing real-time updates and detailed post-incident reports.
- Developed and implemented proactive monitoring systems, improving incident detection and reducing response times by 30%.
- Conducted post-incident reviews (PIRs) to identify root causes, implement corrective actions, and enhance service reliability.
- Acted as the primary liaison between clients and internal teams, ensuring alignment of service delivery with client expectations.
- Improved client satisfaction scores by 15% through regular feedback sessions, proactive communication, and service optimization.
- Managed client escalations during service disruptions, ensuring timely resolution and maintaining strong client relationships.
- Oversaw service performance metrics, delivering monthly reports to clients and identifying areas for continuous improvement.
- Implemented a unified communication framework, bridging incident management and client service functions, ensuring seamless information flow during crises.
- Trained and mentored team members, enhancing their skills in incident management and client relationship handling, resulting in a more resilient and responsive team
- Collaborated with product and engineering teams to align service delivery with evolving client needs and technical capabilities.
- Introduced a feedback loop between incident management and client service teams, fostering continuous improvement and better alignment with client priorities.
- Optimized internal processes by integrating client service and incident management workflows, reducing response times by 20%.
- Represented the organization in client-facing reviews, effectively communicating technical updates and building trust during high-pressure situations.
- Championed a customer-first culture, aligning technical resolutions with client satisfaction goals, resulting in a 95% positive feedback rate
Major Incident Manager
DXC Technology
07.2016 - 03.2019
- Led the resolution of high-severity incidents by coordinating cross-functional teams, reducing mean time to resolution
- Implemented a streamlined escalation process, ensuring timely communication to stakeholders and reducing incident escalation delays by 30%.
- Developed and maintained incident management playbooks, enhancing response times and standardizing procedures across the organization.
- Facilitated post-incident reviews to identify root causes, implement corrective actions, and prevent recurrence, improving system uptime by 15%.
- Created real-time dashboards in ServiceNow to monitor incident trends and proactively address potential issues.
- Trained and mentored junior incident managers, increasing team efficiency and technical expertise.
- Managed and resolved [specific number] P1 and P2 incidents per month while adhering to strict SLA targets.
- Collaborated with senior leadership to provide incident status updates and ensure alignment with business priorities.
- Successfully managed a critical outage impacting [specific number] users, restoring services within [specific time], and minimizing business disruption.
- Orchestrated a major infrastructure upgrade to enhance system reliability, resulting in a 20% reduction in incident frequency.
- Partnered with development and operations teams to implement proactive monitoring tools, detecting and resolving issues before they impacted users.
- Delivered comprehensive incident reports to C-level executives, ensuring transparency and driving continuous improvement initiatives.
- Partnered with product and engineering teams to establish key performance indicators (KPIs) for incident management, driving measurable improvements.
- Led the resolution of a high-impact data center outage affecting [specific number] users, restoring full functionality within [specific time frame].
- Established a feedback loop with clients and end-users, improving incident handling procedures and driving a 15% increase in customer satisfaction scores.
Incident Manager
Ericsson India Global Services Pvt.Ltd
06.2015 - 06.2016
- Generating management information, including Key Performance Indicators (KPIs) and reports, to enhance theefficiency and effectiveness of the Major Incident Management process
- Receive and acknowledge critical client issues reported via email, ensuring timely and accurate responses to address client concerns
- Initiate and manage bridge calls between clients and internal teams to discuss and resolve complex issues,facilitating clear communication and problem resolution
- Regularly update clients on the progress of their issues via email, maintaining transparency and managing client expectations throughout the resolution process
- Oversee major client change activities scheduled on weekends, coordinating internal and client calls to track progress, document changes, and ensure successful execution
- Maintain comprehensive documentation of client interactions, issue resolutions, and change activities, ensuring accurate and up-to-date records for future reference and reporting
- Handling and resolving unexpected operational events promptly, ensuring timely escalation and communication of incident status to IT and business stakeholders
- Ensuring all faults are managed in accordance with Service Level Agreement (SLA) requirements by the entirety of Service Operations
- Monitoring the incident management system for unassigned incidents, inactive incidents, breaches, or incidents approaching breach of Service Level Objectives (SLOs)
- Ensuring misrouted cases are identified and directed to the appropriate support workgroups
- Managing high-priority incidents through to resolution, as well as overseeing the progression and closure of other incidents
- Escalating any potential issues to Senior Incident Managers as per agreed-upon timelines
- Facilitating bridge calls for critical incidents to enable effective coordination, incident resolution, and service restoration
- Assuming overall control and accountability for all actual or potential Major Incidents, ensuring appropriate assignment and monitoring of subordinate responsibilities
- Ensuring swift communication and escalation of incidents to the business community by liaising with relevant teams for all clusters impacted by an incident
- Utilizing Remedy ticketing system to create and monitor tickets, while also providing root cause analysis and resolution for errors
- Vigilantly monitoring all aspects of risk to mitigate potential disruptions that could adversely impact business operations.
Incident Analyst
Infosys
06.2014 - 06.2015
- Monitor and address critical incident tickets within the designated Service Level Agreement (SLA) timeframe
- Initiate bridge calls with relevant application teams during critical outages to facilitate effective coordination,incident resolution, and service restoration
- Coordinate with the Resolution team and provide assistance in resolving the identified issue
- Maintain comprehensive data records for incidents and recurring issues within the Ticketing tool, ensuring accurate documentation of created tickets for each issue
- Track and document all changes made to the application, ensuring thorough review to ascertain that the issue is not attributable to recent changes
- Conduct real-time and continuous communication with global support teams to expedite resolution of critical
- incidents, ensuring that incident records are updated comprehensively before transitioning to Problem Management
- Take responsibility for sending all incident notifications and priority/outage notifications in accordance with established protocols
- Maintain ongoing communication with support teams to ensure timely updates and resolution progress as per SLA requirements
- Continuously follow up with support teams to obtain relevant notification updates and drive resolution efforts forward.
Education
Bachelor of Science - Computer Engineering
Visvesvaraya Technologyogical University
Mangalore01-2014
Skills
Operating System:Windows, Linux
Applications/Tools/Certification: APM, Broadscope (CMDB tool), Microsoft
Azure Portal, AWS Console, BMC Remedy, One BSM, Opnet, HP SM9,
Service Now and BMC Remedy, Incident Management,
Incident Management (ITIL Framework)
Root Cause Analysis (RCA)
Service Level Agreement (SLA) Management
IT Service Management (ITSM) Tools: ServiceNow, Jira, Remedy
Monitoring and Alerting Tools: Splunk, Nagios, Dynatrace, AppDynamics
Disaster Recovery and Business Continuity Planning
Proactive Incident Trend Analysis
Knowledge Management Systems
Understanding of Middleware technologies including Apache, WebSphere,
Gemfire, Kubernetes, and Jenkins
Client Relationship Management
Onboarding and Training
Customer Advocacy
Jenkins
Data Analysis
Communication Skills
Project Management
Customer Success Strategies
Product Knowledge
Cross-Functional Collaboration
Crisis Management
Client Success Reporting
Change Management
Problem Management
Leadership in Client Success Initiatives
Accomplishments
- Received Star Performer Award
- Received Appreciation from Clients & stakeholders for the exceptional performance and implementing best process practices in the project.
Certification
- Microsoft Azure Foundation Certified
- ITIL V3 Certified
- Jenkins Certified
Languages
English
First Language
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Timeline
Technology Lead - MIM/Client Service Manager
Broadridge Financial Solutions
12.2022 - Current
Major Incident Manager
IBM/Kyndryl
04.2020 - 12.2022
Process Lead - MIM/CSM
Broadridge Financial Solutions
04.2019 - 04.2020
Major Incident Manager
DXC Technology
07.2016 - 03.2019
Incident Manager
Ericsson India Global Services Pvt.Ltd
06.2015 - 06.2016
Incident Analyst
Infosys
06.2014 - 06.2015
Bachelor of Science - Computer Engineering
Visvesvaraya Technologyogical University
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