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
Escalations
Incident Management
Change management
Critical Incident Management
Team Lead
Queue Management
CI/CD Pipelines
Infrastructure as code
Terraform
AWS Cloudwatch
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