Sushmitha Tiwari

Experienced professional in Risk and Compliance seeking career opportunity to fully utilize expertise. Committed to aligning with company's vision and mission as part of a collaborative team. Dedicated to making a meaningful impact by actively working towards achieving organizational goals.

Worked as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs., Manage incident management bridge calls with support teams, on-call support application teams and management., Strong working knowledge of tools such as service now, sales force, CMDB, Remedy force and collaboration tools such as SharePoint, MS Teams & one note., Manager Escalations – provide the first point of escalation within the MIM team., Perform confidently and authoritatively in the role of incident management., Provided ultimate ownership and responsibility for end-to-end Management activities for all Severity 1 & 2 incidents., Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's., Worked directly with Incident Lifecycle Coordinators to provide initial incident response., Ensure the closure of all resolved and end-user confirmed incident records., Monitor the incidents to ensure that the service level agreement is respected., Point of contact for all Major incidents., Received best performance award in 2018., Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations., Worked as Internal Auditor and SME in SOX and ESAP process in the field of Risk and Compliance., Ensure to send daily status report of audits processed by team to TL and also to complete all audits assigned to me in a week., Maintaining the OE (Operational Excellence) documentation and Quality Metric File on a weekly basis., Quality target 95% on average and ensuring 0 pass to fails - Quality metrics to be prepared and must be accurate every week., All audits whenever hit the queue to be reviewed within a day (if team members did not review, it's SME responsibility to review and close items)., Attending and owning all client calls with GSO., Process timely internal quality as per the timelines provided by supervisor., Provide 3 business insights every quarter per person., KB's / DTP to be prepared for new scenarios assigned to specific auditors., Need to flag Risks if SLA is not able to meet by 2 days before week., ADO items to be reviewed and schedule calls with Lead.