SHEGANASH FATHIMA. M

Delivery Manager / Major Incident Manager | Feb 2021 – Present

• Lead end-to-end IT service delivery, NOC operations, and major incident workflows for enterprise retail and infrastructure accounts.

• Command critical P1/P2 Major Incident bridges, coordinating technical recovery teams, vendor management, and executive communications to restore services rapidly.

• Manage proactive NOC alert monitoring utilizing Dynatrace, SolarWinds, Moogsoft, My Wizard, and CPI to perform real-time triage and prevent outages.

• Administer and configure ServiceNow (ITSM & ITOM) workflows for event correlation, automated ticket routing, and incident lifecycle management.

• Direct multi-platform system support covering Windows Server 2022 LTSC, Linux, macOS, and Active Directory, ensuring 99.9% uptime compliance.

• Oversee cloud virtualization, managing VM resources (vCPU/vRAM allocations), containerization via Docker/Vagrant, and continuous configuration via Chef/Ohai.

• Enforce Root Cause Analysis (RCA) and post-incident review (PIR) procedures to drive continuous

process improvement and prevent incident recurrence.

• Provided clear and concise step-by-step technical support to guide clients.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
• Handled international voice calls to resolve client issues efficiently
• Helped customers set up new systems, applications and software.

• Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
• Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
• Negotiated with vendors to secure cost-effective solutions for hardware and software procurement.
• Facilitated international voice calls, ensuring clear communication and professional interaction