Reshma Khan

IT Service Management professional with 9 years of hands-on experience in incident analysis and major incident management. Began career at Quantyum Technology Solutions Pvt. as an Incident Analyst and was quickly promoted to Incident Manager in recognition of strong analytical and problem-solving abilities. Proven track record of managing high-priority incidents, coordinating with cross-functional teams to ensure rapid resolution and minimal business disruption. Currently serving at Mphasis, leveraging deep knowledge of ITIL practices to drive process improvements, enhance incident lifecycle management, and strengthen service continuity strategies.

• ITIL® Foundation Certified

• Service Excellence Award – Quantyum Technology Solutions, Pvt (2020): Honored for driving a 30% improvement in incident resolution times through proactive coordination and improved escalation processes.
• Employee of the Month – Quantyum Technology Solutions Pvt. Acknowledged for outstanding teamwork, communication, and reliability in managing high-impact incidents
• Team Collaboration and Flexibility Recognition – Mphasis (2023): Awarded for outstanding commitment to 24/7 availability, adaptability to process changes, and consistently supporting team coordination during high-pressure incident management scenarios.

ServiceNow | BMC Remedy | Jira | MS Office Suite | Remote Support Tools |Monitoring tools (e.g., SolarWinds, Nagios)

• Member, ITIL & Service Management Forums – Actively participate in online communities and webinars to stay updated on ITSM trends and best practices.
• Volunteer Technical Support – Offer after-hours support for local NGOs, or community events requiring basic IT setup, or issue resolution
• Crisis Simulation Drills – Participate in internal mock incident scenarios to improve response strategy and cross-team collaboration.
• Mentoring New Joiners – Informally mentor junior analysts and help onboard new team members to incident management processes.
• Continuous Learning – Regularly complete online courses related to cloud platforms (AWS, Azure), DevOps fundamentals, or cybersecurity basics.
• Hackathons / Internal Innovation Events – Involved in company-wide problem-solving events focusing on automation or service delivery improvements.

• linkedin.com/in/reshma-khan-0a135a362