Service Now
Shraddha Meharwade
Incident Manager
Hubballi
Summary
Overall 6.6 years of experience in Incident management responsible for supporting customers in resolving critical issues. Employee focused Incident manager seeking a position to build a safe, enjoyable and productive work environment. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certificates
4
4
Languages
Work History
Incident Manager
DXC Technology
08.2023 - Current
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Compiling reports on Daily Ops Call and performing analysis on incident reports, audits to identify trends and areas for improvement.
AWS Dev Operations Engineer
DXC Technology
10.2022 - 08.2023
- Engaged stakeholders effectively during release cycles through clear documentation of progress updates, ensuring expectations were managed appropriately at all stages of development.
- Developed and maintained monitoring systems for proactive identification and resolution of issues in the AWS environment.
- Maintained compliance with industry regulations by conducting regular audits of AWS configurations and implementing necessary remediation measures.
- Ensured data security by enforcing strict access controls, encryption protocols, and backup procedures within AWS environments.
- Improved system efficiency by automating routine tasks and implementing continuous integration pipelines.
Technical Incident Manager
DXC Technology
06.2022 - 09.2022
- Well versed in ITSM/ITIL processes
- Well versed in Incident Management, service catalogues, Service Requests, INC/CHG tasks creation, workflow, approvals
- Gathering of key contacts and understanding/managing of escalation matrix
- Vendor Management/Coordination, Knowledge Management, Managing SOPs, Daily Check List, KB Article
- Own the IM process end to end including assignment, communication, Issue handling task completion and progress tracking
- Run internal communication calls ensuring Executive Leadership and Service Management teams are fully informed of issue at hand
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the Incident Management Process
- Monitoring the scheduled batch jobs and reporting if any failures and work with the concerned team to get it resolved
- Use Escalation matrix appropriately to get appropriate level of focus from technical teams and Management
- Initiate the change request, drive communications and teams to ensure the uptime of IT-service
Prof - 1 Service Delivery Coordinator (Shift Lead)
DXC Technology
06.2021 - 06.2022
- Taking care of escalations via call and emails
- Discuss with technical teams on the issue, follow up and provide a resolution
- Preparing monthly team Roster
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
- Coordinate with Major Incident Manager (MIM) for any critical incident which needs immediate attention
Associate Prof-1 Service Delivery Coordinator
DXC Technology
04.2020 - 04.2021
- As queue manager, the incidents are assigned within SLA to avoid escalations and breach
- Built strong relationships with customers through cheerful outlook and attentive response
- Mentored and guided employees to foster proper completion of assigned duties
- Coordinated weekly meetings for internal team
Customer Relationship Management
Flipkart Private. Ltd
08.2018 - 02.2020
- Resolving customer complaints quickly and efficiently
- Understanding key customer individual needs and addressing them
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
- Keep accurate records and documents to action on the customer requests
Education
Bachelor of Engineering - Electrical and Electronics Engineering
KLE Institute of Technology
01.2014 - 01.2018
Higher Secondary Education - PUC I and PUC II
Vidyaniketan PU Science College
01.2012 - 01.2014
Skills
Technical support
Certification
Microsoft Azure 900, 03/01/22
Accomplishments
- Received quarterly Champs Award for the Year 2020-2021 (DXC Technology)
- Received quarterly Champs Award for the Year 2022-2023 (DXC Technology)
Software
Fresh Service
Smart Assist
Interests
Cooking, Sketching, Gym
Timeline
Incident Manager
DXC Technology
08.2023 - Current
AWS Dev Operations Engineer
DXC Technology
10.2022 - 08.2023
Technical Incident Manager
DXC Technology
06.2022 - 09.2022
Prof - 1 Service Delivery Coordinator (Shift Lead)
DXC Technology
06.2021 - 06.2022
Associate Prof-1 Service Delivery Coordinator
DXC Technology
04.2020 - 04.2021
Customer Relationship Management
Flipkart Private. Ltd
08.2018 - 02.2020
Bachelor of Engineering - Electrical and Electronics Engineering
KLE Institute of Technology
01.2014 - 01.2018
Higher Secondary Education - PUC I and PUC II
Vidyaniketan PU Science College
01.2012 - 01.2014
Languages
English
Hindi
Kannada
Marathi
Personal Information
Similar Profiles
Syed NadeemuddinSyed Nadeemuddin
Professional 2 Networks at DXC Technology (Was transitioned from AT&T to DXC)Professional 2 Networks at DXC Technology (Was transitioned from AT&T to DXC)
Henry Arthur VincentHenry Arthur Vincent
Client Capability Lead at DXC Technology, DXCClient Capability Lead at DXC Technology, DXC
Nikhil C TNikhil C T
Business Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt LtdBusiness Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt Ltd
DHANASEKARAN RAJUDHANASEKARAN RAJU
IT Project Manager at DXC TechnologyIT Project Manager at DXC Technology
Ramya ChandapurRamya Chandapur
Senior Associate at WNS Global ServicesSenior Associate at WNS Global Services