Sushmitha N
Coimbatore
Summary
Dynamic Major Incident Manager with a proven track record at Sushmitha N, excelling in incident resolution and ITIL processes. Expert in problem management and fostering team collaboration, I drive operational efficiency and enhance service delivery. Skilled in analyzing incident data to identify trends, I effectively communicate with stakeholders to meet their needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Major Incident Manager & Service Management
Sushmitha N
Banaglore
11.2021 - Current
- Managed major incidents to ensure timely resolution and coordination across teams.
- Facilitated communication between technical teams and stakeholders during critical incidents.
- Implemented best practices in incident handling to enhance operational efficiency.
- Identified improvement opportunities within the Incident Management process and worked with teams to implement changes.
- Documented all major incidents, including details such as timeline, key players involved, root cause analysis.
- Collaborated with involved team members to complete post-incident assessments.
- Produced documents, spreadsheets, reports and tracking structures.
- Developed and implemented problem management processes to identify root cause of recurring incidents.
- Analyzed root cause of incidents using problem management tools such as ITSM.
- Analyzed incident data to identify trends and areas for improvement.
- Trained team members on incident management protocols and best practices.
- Built relationships with customers to understand their needs and expectations regarding incident resolution.
Education
MBA - General
Bharathiyar University
Coimbatore06-2023
Bachelor of Science - IT
Avinashilingam University
Coimbatore06-2021
Skills
- Incident management
- IT service management
- Problem management
- Service request management
- ITIL processes
- Communication skills
- Team collaboration
Certification
- C and Java Certified
- ITIL Foundation
Languages
Tamil
First Language
English
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Timeline
Major Incident Manager & Service Management
Sushmitha N
11.2021 - Current
MBA - General
Bharathiyar University
Bachelor of Science - IT
Avinashilingam University
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