RICHA MANDAVKAR
Pune
Summary
- 17 years of experience in the IT industry, working with customers and stakeholders across UK, US, EMEA. With 3 years of Core ITIL. Experience across Incident Management, Event Management, and Problem Management, experienced in driving Continuous Process Improvements and process governance.
- Experienced with ITSM tools that include Service Now and TopDesk.
- Experienced in job scheduling tools like Autosys, Stonebranch, and cron jobs.
- Experienced in coordinating with various stakeholders while driving key organizational practices like Disaster Recovery & Quarterly Maintenance Activities.
- Level 2 and Level 3 Production Support(ASG)
- Managed Resource Management, Project PMR, and Audit report.
- Managed various governance calls with clients on the statistics of incident reduction.
- Performed root cause analysis and drove continuous improvement initiatives.
- Proven track record in leading cross-functional teams to swiftly address and resolve high-impact incidents while minimizing disruption and maintaining service quality.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Incident Manager, Problem Manager
Tata Consultancy Services
02.2012 - Current
- As a Problem Manager, I facilitate postmortem investigations for all High Severity incidents and manage Root Cause Analysis between technical teams.
- Present and communicate the data insights/findings with dashboards & Presentation on the Weekly/Monthly Review call. Successfully driven incident reduction program and achieved 30% incident reduction by means of trending as a Proactive Problem Manager.
- Review weekly and daily incident data, identify trends based on the incident data, and present the report to the Customer, SDM (Service Delivery Manager), and TSM (Tower Service Manager).
- Prioritize and plan the investigation. Create proactive problem tickets, assign them, track progress, and collaborate with Technical teams to diagnose and implement permanent solutions. Monitor for improved performance and confirm closure.
- Analyze information available in the problem ticket, incident, and other sources, identify key resources for RCA call, set meetings and escalate where necessary to ensure required participation.
- An Effective team player and an excellent and flexible communicator with good interpersonal, analytical, and problem-solving skills.
Technical Associate
Tech Mahindra
08.2008 - 02.2012
- Managed Incident Management processes, from initial report to resolution and closure.
- Ensured adherence to Incident Management SLAs and communicated effectively with stakeholders. Prepared comprehensive incident reports and chaired Daily Service Review meetings to review performance improvements. Handled Incident Records for Service Requests, providing effective solutions.
- Logged all major incidents, obtaining root cause diagnosis, and tracking preventive measures. Ensured proper escalation procedures and engaged the correct support teams.
- Right First Time Leading and executing Major Release Live Builds Deployment on Live Environment which includes raising CR and getting it fully Approved well before the Implementation Date, completing AIS Checklist, Providing updates in the Release Update Call, coordinating with Test team to achieve complete IV&VT Sign-off
- Involved in reviewing and preparing daily/weekly/ monthly report for the system performance.
- Actively participating in revision of code as per client requirement and executing the same while acting as Bridge between Design, Development and Test Team
Education
B. E - Computer Science
Visweswaraya Tech University
01.2008
HSC - undefined
Karnataka Board
01.2004
Matriculation - undefined
Karnataka Board
01.2002
Skills
- Strong verbal and written communication
- Critical thinking ability
- Ability to adapt to changes as when needed
- Collaborative team member
- Proactive self-starter
- Efficient in working in a multi-vendor environment
- Good problem-solving ability
- Mentoring new hires
- SOP documentation expertise
Certification
ITIL FOUNDATION V3
Language
Hindi
English
Marathi
Kannada
Timeline
Incident Manager, Problem Manager
Tata Consultancy Services
02.2012 - Current
Technical Associate
Tech Mahindra
08.2008 - 02.2012
HSC - undefined
Karnataka Board
Matriculation - undefined
Karnataka Board
B. E - Computer Science
Visweswaraya Tech University