Soumya Srivastava

Project: Global Service Management (GSM) (18th Jan 2023 – till date)

• Led multiple major incident bridges across infrastructure, application, and network domains, ensuring timely resolution and minimal business disruption across global operations.
• Proven ability to perform under pressure in high-intensity environments such as Storm Gateway, effectively managing multiple incident bridges in parallel.
• Maintained clear and transparent communication with business stakeholders during high-severity incidents, ensuring SLA compliance and minimizing operational impact.
• Ensured timely delivery of RCA documentation and closure of follow-up actions. Actively supported Problem Management by initiating RCA discussions, tracking corrective measures, and validating implementation of permanent fixes.
• Actively participated in the Change Management process, including reviewing RFCs for risk assessment, impact analysis, and providing inputs during CAB meetings.
• Presented and generated weekly/monthly incident trend and performance reports for leadership.

Project: Entergy (5th Feb 2021 – 10th Jan 2023)

• Initiated and managed major incident bridge calls, coordinating with multiple resolver groups to ensure timely resolution and rapid service restoration.
• Consistently handled high-priority (P1 & P2) incidents, ensuring strict adherence to SLAs and minimizing impact on business operations.
• Sent timely alert notifications to leadership and monitoring teams regarding critical network issues.
• Drafted and dispatched user and standard communications to global customers, senior leadership, and executive stakeholders, ensuring clarity and timeliness.
• Conducted post-monitoring bridges following change implementations to proactively detect anomalies and prevent potential major incidents.