Sanatan Purti
Pune
Summary
Dynamic Major Incident Manager with a proven track record at Fiserv India Pvt Ltd. Excelling in incident management and root cause analysis. Adept at cross-functional collaboration and service restoration, I drive improvements through post-mortem analysis and stakeholder engagement, ensuring efficient resolution of critical incidents, and enhancing business continuity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Fiserv India Pvt Ltd
Pune
07.2015 - 11.2024
- Responded to critical incidents without delay.
- Monitored and tracked progress of Major Incidents from start to resolution using incident management tools.
- Performed post mortem analysis of major incidents, identifying areas of improvement and recommending corrective actions.
- Collaborated with cross-functional teams to identify root cause of Major Incidents, develop solutions and prevent future occurrences.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Coordinated with IT teams to ensure service restoration was completed in a timely manner following Major Incidents.
- Developed and implemented processes for managing Major Incidents, ensuring that all stakeholders were kept informed throughout the process.
- Facilitated discussions between various stakeholders regarding strategies for resolving major incidents quickly and efficiently.
- Prepared reports summarizing data on major incidents and presented them at regular meetings with senior management.
System Engineer
TATA CONSULTANCY SERVICES LTD
Pune
02.2014 - 07.2015
- Handled troubleshooting for software, and promptly resolved issues.
- Perform troubleshooting, diagnosis, and resolution for application problems.
- Manage software installations, VPN connectivity issues.
- LAN/WAN connectivity and others, as assigned.
- Push software onto the client machine.
- Softphone installations.
Education
Bachelors of Commerce
PUNE UNIVERSITY
XII (HSC)
Maharashtra Board
PUNEMaharashtra Board
X (SSC)
PUNESkills
- Incident management
- Root cause analysis
- Post mortem analysis
- Service restoration
- Cross-functional collaboration
- Incident tracking
- Stakeholder engagement
- Problem solving
- Critical incident handling
- SLA management
- ITIL framework
- Post-resolution reviews
- Escalation management
- Data collection and review
- Documentation of events
- Post incident reviews
- Incident diagnostics
- Post incident meetings
- Business continuity planning
- Problem-solving abilities
Accomplishments
- Leadership award from BU Head for consistent learning and training in 2023
- Director Level 2 award for efforts and commitment towards excelling in customer service, 2022
- Manager Level 2 awards for taking extra efforts and initiatives in standardizing and improving the process
- Shining Star Outstanding Award for Performance, Commitment, and Contribution, Quarter II, 2018
- Team Award for consistent performance, commitment to the team, and contribution, Quarter II, 2016
Certification
- ITIL Intermediate Certificate in IT Service Operation, July 2017
- ITIL Intermediate Certificate in IT Service Transition, Aug 2017
- ITIL Foundation Certificate in IT Service Management, v3, May 2016
Timeline
Major Incident Manager
Fiserv India Pvt Ltd
07.2015 - 11.2024
System Engineer
TATA CONSULTANCY SERVICES LTD
02.2014 - 07.2015
Bachelors of Commerce
PUNE UNIVERSITY
XII (HSC)
Maharashtra Board
Maharashtra Board
X (SSC)
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