Sayali Haldankar
Pune
Summary
Results-driven Problem Management and Root Cause Analysis Specialist with 6+ years of experience in enhancing service quality and operational efficiency through identifying, analyzing, and resolving complex IT issues. Skilled in implementing best practices and leading cross-functional teams to prevent recurrence and improve incident management processes. Proven track record in ensuring seamless IT operation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Management Analyst
Figmd India Pvt. ltd.
Pune
02.2017 - 06.2024
- Led problem management processes for critical IT incidents, achieving a 30% reduction in recurring issues through effective root cause analysis and resolution strategies.
- Conducted comprehensive RCA for high-impact incidents, producing detailed reports and actionable recommendations that improved system stability and performance.
- Collaborated with IT support teams to identify trends and implement preventative measures, resulting in a 25% decrease in incident volume.
- Developed and maintained a knowledge base of known errors and workarounds, enhancing the efficiency of incident resolution.
- Facilitated cross-functional meetings to review problem records, discuss progress, and drive continuous improvement initiatives.
- Conducted regular reviews of service management systems to ensure optimal performance and accuracy of data.
- Developed training materials for new employees on the use of service management software tools.
Education
Bachelor of Science - Biotechnology
Vivekanand College Kolhapur
Kolhapur03-2015
Skills
- Problem Management
- Root Cause Analysis (RCA)
- Incident Management
- ITIL Framework
- Process Improvement
- Data Analysis
- Stakeholder Communication
- Risk Management
- Reporting & Documentation
Certification
- ITIL V4 Certified
- ITIL CDS Certified
Languages
Marathi
First Language
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Timeline
Service Management Analyst
Figmd India Pvt. ltd.
02.2017 - 06.2024
Bachelor of Science - Biotechnology
Vivekanand College Kolhapur
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