Sushmitha Baskar
Bengaluru
Summary
Experienced IT service management professional with expertise in incident, problem, and major incident management roles within global retail projects. Adept at leading cross-functional teams, coordinating rapid issue resolution, managing communications, and driving process improvements to minimize business impact. Recognized for proactive leadership, analytical approach, and strong client engagement.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Major Incident Manager
Tata consultancy services
Bengaluru
08.2023 - Current
- Manage major incidents and problem records for high-profile retail accounts (Halfords, Myer), ensuring minimal business disruption and timely service restoration.
- Monitor incident trends and initiate problem management processes where recurring issues are identified.
- Maintain comprehensive documentation and adherence to ITIL best practices.
- Collaborate with application and infrastructure teams for continuous service improvement.
- Conduct Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) calls, following up on problem records and preventive actions to mitigate recurrence.
- Serve as the main communication channel to business stakeholders during incidents, providing timely updates and maintaining transparency.
- Schedule and drive bridge calls, coordinating technical teams to swiftly identify root causes, resolve incidents, and document outcomes.
Technical Support Engineer
Infosys limited
Chennai
01.2021 - 08.2023
- Provided L2/L3 technical support for Adidas OmniPOS, mPOS (mobile POS), scanners, printers, terminals, and article-related issues within assigned incident queues.
- Performed direct store troubleshooting via phone and remote tools to resolve complex incidents efficiently.
- Ensured resolution SLAs were met, escalated critical issues, and provided support during new store rollouts.
- Collaborated cross-functionally with application support, field service, and business teams.
- Led the Store Life Cycle team, overseeing node creation, POS/mPOS/printer configuration in central systems, and remote store onboarding/support.
Education
MBA - Human Resources Management
Alagappa University
Karaiku 12.2021 - 05.2023
Bachelor of Science - Computer Applications Development
Bharathidasan University
Tiruchirapalli 11.2017 - 04.2020
Skills
- Incident & Major Incident Management
- Problem Management & Root Cause Analysis (RCA)- ITIL Framework (Incident, Problem, Change Management)
- Service Delivery & Stakeholder Management
- Team Leadership and Crisis Communication
- Retail IT (POS, mPOS, store onboarding, peripherals)
- Process Improvement & Preventive Actions
Timeline
Major Incident Manager
Tata consultancy services
08.2023 - Current
MBA - Human Resources Management
Alagappa University
12.2021 - 05.2023
Technical Support Engineer
Infosys limited
01.2021 - 08.2023
Bachelor of Science - Computer Applications Development
Bharathidasan University
11.2017 - 04.2020
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