Tanu Sharma
Noida
Summary
Result driven and Proactive Incident Manger with 7+ years of experience ensuring high service availability with my dedication, problem-solving abilities, and extensive knowledge of incident management processes. Proven ability to lead cross functional teams for restore service quickly and to streamline the process for smooth operations.
Overview
8
8
years of professional experience
Work History
Incident Manager
Maxlife Financial Services
06.2023 - Current
- Derive Incident Management process where high ageing business disruption assessed and restore the service as quickly as possible
- Lead or participate in post Incident Reviews and Root Cause Analysis to identify areas of improvement in process
- Maintain detailed reports like Backlog, Bounce, Weekly Trend for comparisons for future references and better service delivery
- Ensure that Incidents are managed in compliance with SLAs and KPIs
- Prepare Audit Quality Dashboard post auditing incidents on different parameters and deep drive the averages for improvement in process
- Handle Knowledge Management process i.e
- KB Article Creation, Deletion Modifications, Updation.Also responsible to prepare the Knowledge Management KPIs on monthly basis
- Coordinate with Service Desk and End User Team to ensure that all calls/queries addressed and escalated in proper manner
- Maintain the DSAT Feedback Report of user responses and documented the reason and action must be taken to improve services and outcomes
- Prepare Response and Resolution SLA metrices KPI
- Responsible to do analysis of Reopen and Cancelled Incidents
- Prepare monthly deck and present it to the client for the expected improvements and better guidelines
Incident Manager
Indigo InterGlobe Aviation
01.2022 - 05.2023
- Responsible for reviewing all incidents from Initial stage to post occurrence
- Follow up for High Ageing and Reopen Incidents regularly
- Analyze and identify possible problem sources to resolve incident
- Facilitate technical troubleshooting efforts and engages additional technical support as needed, including customer support
- Conduct daily review Meeting with all the Domain Leads regarding Incident Management
- Implementing the Root Cause Investigations to identify the core issue
- Develop and presents to leadership by providing periodic reports and representations and reviews on activities, KPIs
MIS
CFAT Business Solutions Pvt. Ltd.
12.2019 - 12.2021
- Responsible for preparing and maintaining daily, weekly and monthly reports and for granting access to users on different tools as per their role in project
- Handling Ad Hoc requirements and resolved it to outcome
- Developed efficient data management system
- Generate reports and presented findings
- Improved data accuracy and reliability
- Led training sessions on data analysis software
- Collaborated with cross-functional teams
- Streamlined data collection processes
- Identified and resolved data discrepancies
MIS
Modern Control System
09.2017 - 12.2019
- Knowledge and expertise in managing information systems and technology to support business operations
- Generate Both periodic and Ad hoc Reports as needed
- Developed customized reports for data analysis
- Streamlined data management processes
Education
MCA -
IEC (UPTU)
UP, India08-2013
Skills
- Incident Management
- Escalation Handling
- Knowledge Management
- SLA and KPI Management
Awards
- Star of the Month
- On the Spot Award
Tools Used
- Cars 2.0
- Service Now
- BMC Remedy
Timeline
Incident Manager
Maxlife Financial Services
06.2023 - Current
Incident Manager
Indigo InterGlobe Aviation
01.2022 - 05.2023
MIS
CFAT Business Solutions Pvt. Ltd.
12.2019 - 12.2021
MIS
Modern Control System
09.2017 - 12.2019
MCA -
IEC (UPTU)
Similar Profiles
TARUN KUMARTARUN KUMAR
Associate Development Manager at MaxLife Financial ServicesAssociate Development Manager at MaxLife Financial Services
NANCY KETERNANCY KETER
Support Worker at Maxlife CareSupport Worker at Maxlife Care
Ashly JohnsonAshly Johnson
Affluent Relationship Manager at Maxlife insurance Co LtdAffluent Relationship Manager at Maxlife insurance Co Ltd