Supriti Nath

Manage the end-to-end Incident Management lifecycle, including incident prioritization, escalation, tracking, resolution, and SLA compliance.

Coordinate P1/P2 Major Incidents, facilitate bridge calls, collaborate with technical teams, and drive timely service restoration while minimizing business impact.

Communicate incident updates, track escalations, coordinate root cause analysis (RCA), and support preventive actions to reduce recurring incidents.

Analyze incident trends and escalated tickets to improve resolution time, operational efficiency, and service quality.

Manage the IT hardware and software asset lifecycle, including inventory tracking, installations, configurations, audits, and compliance.

Collaborate with Network and Security teams to support IT asset protection, access controls, encryption, and business continuity.

Mentor junior team members on incident handling, escalation procedures, and operational best practices.

• Resolved 140-150 weekly service tickets for software, hardware, and network issues across client corporate devices.
• Coordinated with backend technicians through Teams and email on high-priority incidents to support timely resolution.
• Migrated users and groups with Active Directory Migration Tool (ADMT), maintaining zero downtime for critical services.
• Synced on-premises Active Directory with Azure AD through Azure AD Connect to enable single sign-on for Microsoft 365 cloud apps.
• Developed incident management documentation to strengthen knowledge sharing and support consistent troubleshooting.

• Handled 45-50 user chats and emails daily, triaging requests and documenting actions in ServiceNow and BMC Remedy & Helix.
• Resolved account setup, password resets, and access changes across Microsoft & Office 365, Active Directory, Azure & Entra ID, and CyberArk.
• Supported endpoint and application access using Intune, Ivanti Patch Manager, Citrix, and VMware for distributed end users.
• Identified recurring issues before they affected end users and shared product feedback to inform performance trends.