Sindhu Priya

Projects: BMW , ALDI , Fresenius Digital Technology ,Twinings ACE

• Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
• Mitigated risks associated with service delivery by establishing contingency plans and proactive management strategies.
• Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
• Collaborated with stakeholders to identify opportunities for process improvements, leading to increased efficiency in operations.
• Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
• Established and maintained culture of excellence within team, setting high expectations for performance and accountability.
• Managed resources efficiently to meet project requirements while minimizing costs and maximizing productivity.

Incident/Major Incident Manager: (March 2021 - October 2023)
• Point of contact for major incidents and accountable for outages
• Provide guidance to incident process coordinators to ensure quality of tickets
• Ensuring all administration reports are maintained and up-to-date
• Supporting and nurturing process improvements and knowledge base improvements
• Providing periodic incident metrics reports in meetings with Product owners
• Monitor the quality of incidents to ensure Service Level Agreement is met
• Leading and facilitating all investigation activities, meetings and conference calls
• Achievements: Established continuous process improvement cycles where the process performance, policies and procedures are reviewed and enhanced wherever applicable and streamlined the process
• Acted as a back-up for Service Delivery Manager also as a client SPOC
• Established efficient FMA and helped OPS team in reduction of 60% of recurring incidents
• Worked with customer to align Incident, Problem & Change management processes
• Aligned KPI metrics & reporting with customer during transition
• Identified tools for efficiently managing incidents, problems, and change
• Automated reports in Excel using macros
• Eliminated manual efforts by developing intuitive dashboards and reports in Snow
• Developed generic templates in ticketing tool in order to achieve SLA and prevent increased resolution time
• Proposed and put into practise the Three Strike Rule to guarantee the closure of ageing incidents
• Conducted several ITIL, Incident Management, including Advanced Excel trainings.

• Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.

• Reduced system downtime, conducting regular maintenance and updates on critical infrastructure.
• Enhanced system efficiency by developing and implementing innovative technical solutions.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Resolved issues related to operational components for LAN, WAN and voice systems.

• Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
• Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
• Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
• Being Customer Experience Specialist implemented best practices, successfully reduced customer complaints by 70%.

• Investigated basic issues and escalated more complicated concerns.
• Answered telephone or online requests and completed interactions quickly to meet productivity goals.