Vanshika Gupta
Major Incident Manager
Greater Noida
Summary
With expertise in critical incident handling and ITIL framework, I led major incidents at Wipro LTD, ensuring swift service restoration and compliance. My proactive approach in managing escalations and conducting root cause analyses drove continuous improvements. Skilled in ServiceNow, I excel in documentation and SLA management, enhancing operational efficiency and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Wipro LTD
06.2024 - Current
- Led end-to-end major incidents, including initiating and managing P1/P2 bridges, and coordinating with technical teams, ensuring timely service restoration.
- Monitored and enforced SLAs for incidents and service requests, generating performance reports, and driving compliance with ITIL standards.
- Managed the complete lifecycle of hardware assets, including tracking, updates, reconciliation, and ensuring data accuracy within ServiceNow.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
Software Procurement
Wipro LTD
08.2022 - 06.2024
- Coordinated with vendors on hardware and software procurement or upgrades to maintain optimal system performance levels within budget constraints.
- Acted as a liaison between end-users and vendors during hardware/software procurement processes, ensuring seamless integration of new components into existing infrastructure.
- Managed software licensing for end users for software like Adobe, Visual Studio, Autodesk, and Articulate through the SAP tool, Ariba.
Service Desk Engineer
Wipro LTD
08.2021 - 02.2022
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Used Active Directory to manage user access and account unlocks.
Education
MTech - Computing Systems And Infrastructure
Birla Institute of Technology And Science
Pilani, India 04.2001 -
Bachelor of Computer Applications -
IIMT Group of College
Greater Noida 04.2001 -
Skills
Critical incident handling
Documentation skills
Incident management
ITIL framework
Post-resolution reviews
SLA management
Change management
ServiceNow
HaloITSM
CMDB
Hardware Asset Management
MS Excel
Certification
ITIL v4
Timeline
Major Incident Manager
Wipro LTD
06.2024 - Current
Software Procurement
Wipro LTD
08.2022 - 06.2024
Service Desk Engineer
Wipro LTD
08.2021 - 02.2022
MTech - Computing Systems And Infrastructure
Birla Institute of Technology And Science
04.2001 -
Bachelor of Computer Applications -
IIMT Group of College
04.2001 -