Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shrutam Badge

Summary

5+ years of experience in IT Service Management, encompassing Incident Management, Change Management, Problem Management, Service Level Management, Service Delivery (SD), Infrastructure Support, and the generation of comprehensive management reports, among other areas. An ITIL V4 certified expert with a profound comprehension of IT services and their associated processes. Extensive hands-on experience in overseeing multiple suppliers and partners while serving as the primary service integrator. Instrumental in the creation and revision of process documents, Statements of Work (SOWs), Standard Operating Procedures (SOPs), and dedicated to enhancing the efficiency of IT service operations. Major Incident Management expertise (driving operational bridges and producing Post Incident reviews reports). Entrusted with the responsibility to monitor and manage services to meet service targets as per the SLA. Strong communication, interpersonal, and leadership skills to achieve business objectives.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Major Incident Manager

HCL Technologies Ltd
10.2022 - Current
  • Assuming overall responsibility for the technical service recovery plan for all IT services provided by vendors and collaborating with Resolver Group Managers during critical PI incidents
  • Orchestrated integration of automated Incident Resolution tool Shoreline.io, slashing Mean Time to Restore Services by30% and reducing on-call burden by25%
  • Proficient in addressing critical matters in the roles of a Major Incident Manager and Problem Manager, overseeing all Severity1 and Severity2 incidents
  • Proficient in implementing ITIL best practices, encompassing Incident Management, Problem Management, Change Management, and Service Level Management
  • Recognizing and enacting process enhancements aimed at boosting the efficiency and efficacy of incident management
  • Strategizing, orchestrating, and overseeing the recovery of challenging and significant system issues that arise within the production environment
  • Serving as the primary communication hub for major incidents, including all Priority1 and, when necessary, Priority2 issues
  • Examine intricate problems, pinpoint underlying causes, and devise efficient solutions to proactively mitigate the recurrence of similar incidents
  • Guaranteeing a thorough analysis of the causes behind all Major incidents and the identification of root causes, achieved through seamless coordination with the Problem Management process
  • Interacting with Engineering, Operations, and cross-functional management regularly on high-profile technical issues while providing feedback and leadership to our product support team

Tata Consultancy Services (TCS)
09.2021 - 09.2022
  • Provided continuous training and mentorship for the incident response team, resulting in increased team capabilities and preparedness
  • Worked in tandem with the Change Management team to integrate incident-related knowledge into change processes, contributing to improved system reliability
  • Conducted post-incident reviews and prepared comprehensive reports for executive management, offering insights for continuous process improvement
  • Collaborated closely with cross-functional teams, including IT, security, and business stakeholders, to coordinate incident responses, maintain transparent communication, and ensure alignment on incident resolution strategies
  • Lead a dedicated incident response team responsible for managing major incidents, ensuring efficient resolution while minimizing operational disruption
  • I ensured a close alignment between the Major Incident and Emergency Change processes
  • Additionally, I advocated for having a member of the change management/enablement team as part of the major incident bridge or listed on the communications roster
  • This approach ensures that in the event of an emergency change, the support team has all necessary resources for an effective, efficient, and safe fix implementation
  • Decreasing the time required for restoration and minimizing the need for escalating to Situation Management for Priority1 (P1) and Priority2 (P2) incidents

Solar Industries India Limited
12.2020 - 08.2021
  • Developing and managing a knowledge management portal, project documentation and reporting served as a key member of the Infrastructure Team ensuring that the most effective resources are aligned to restore the Business service, including follow through root cause analysis and future prevention/risk mitigation within ITIL disciplines
  • Provided ultimate ownership and responsibility for end-to-end management activities for all severity incidents
  • Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements
  • Used ITIL best practices to support affected business units by managing, directing, coordinating and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units

Education

Bachelor of Engineering -

Shri Ramdeobaba College of Engineering and Management

Skills

  • Major Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Event Management
  • Team Management
  • Root Cause Analysis
  • SIAM
  • SLA Reporting
  • Stakeholder Management
  • Agile

Certification

  • ITIL4 Foundation Certificate in IT Service Management.
  • Principles of IT Service Management System.

Timeline

Major Incident Manager

HCL Technologies Ltd
10.2022 - Current

Tata Consultancy Services (TCS)
09.2021 - 09.2022

Solar Industries India Limited
12.2020 - 08.2021

Bachelor of Engineering -

Shri Ramdeobaba College of Engineering and Management

Similar Profiles

CREATE PROFILE
Shrutam Badge