Sneha Patil

• Project Name - Azure Incident Manager
• Client - Microsoft
• Tools & Software Used - DFM, CMAT, MSaaS Portal, Case Parser Studio, Power BI, Jarvis, CST Tool, ADO, Case Buddy, ICM, One Note

End-to-End Incident Management:

Oversee the entire incident lifecycle, from response to resolution.

Facilitate bridge calls, ensure efficient collaboration, and provide timely updates to stakeholders.

Prepare and share Critical Incident Reports (CIRs), detailing impact, resolution, and preventive measures.

Escalation & Leadership:

Act as the first escalation point for critical incidents, making key decisions and coordinating resources for swift resolution.

Manage high-priority escalations to prevent delays.

Guiding the Service Team:

Lead the incident management team, ensuring adherence to processes and high service quality.

Assist in complex situations and enhance response times.

SLA & Process Improvement:

Ensure incidents meet SLA requirements, collaborating with business teams to track compliance.

Continuously refine incident management processes, tools, and technologies to enhance efficiency.

• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

• Creating and managing Resource Groups, VNET, NSG and configuring VNET Peering
• Build and decommission of new environments for development, test, and Production in Azure
• Troubleshooting the Level 2 Incidents related to VM's
• Involved in Incident Management, Change Management, and Service Request Management