Sayali Yash Wagh

Problem Management Specialist:

• Work on High Priority and escalated incidents.
• Manage a team of 4 resources.
• Initiate Weekly stakeholder meetings.
• Coordinate with various support teams to identify the root cause of an incident and work on possible workarounds.
• Analyze Incident inflow and raise Problem Tickets in SNOW. Work on the same with respective support teams to find a workaround or raise a CR.(Conduct Trend Analysis with Reporting Lead)
• Attend reporting meetings and provide inputs on raised problem tickets.
• Identify any major failures or P1s and act before the customer orders start flowing in.
• Highlight major incidents to manager and join bridge calls for the same. Coordinate for Post Incident Review with Incident Manager and communicate the same to higher management.
• Ability to work under pressure and handle multiple RCA activities.
• Well versed with Fishbone Technique and 5Whys.
• Create documents for Known Errors, systems usage,workarounds and flow documents. Keep KEDB updated.
• Keep SLA's on track.
• Make sure the problem ticket is resolved asap and a fix or workaround is in place.
• Amazing Communication and Documentation Skills.

• 6.5 years of experience in IT Service Management and Customer Support.
• Resolve Incidents in HP Service Manager by correcting Data Quality problems in databases.
• Assign tickets from queue to direct reports basis criticality.
• Write SQL procedures and functions to obtain results from the databases and analyze problem areas.
• Identify Critical Issue and either resolve or escalate to the appropriate team responsible for handling such cases.
• Execute root cause analysis and implement solutions for process improvement and automation.
• Managed a team of 3 resources.
• Conduct induction and mentor new team members.
• Designed and Initiated various Team Building and Employee Engagement activities.