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Click here or scroll down to respond to this candidateCandidate's Name
+1 (Street Address ) 505 5093 Greater Seattle Area, WA EMAIL AVAILABLE LINKEDIN LINK AVAILABLE Seeking Role: PROGRAM MANAGERINCIDENT/PROBLEM/CHANGE MANAGEMENT CROSS-FUNCTIONAL PROJECT MANAGEMENT DATA/TREND ANALYSIS Dedicated and results-driven with extensive experience in incident management, problem resolution, and process improvement within the technology industry. Proven track record of driving operational excellence, collaborating cross-functionally, and implementing innovative solutions to enhance service delivery and customer satisfaction. Seeking to leverage expertise in a challenging role to contribute to the transformation of end-user productivity and drive continuous improvement initiatives. PROFESSIONAL SKILLS Incident / Change / Request Management: Expertise in overseeing and streamlining incident, change, and request processes to enhance IT service continuity and compliance. Problem Management: Proficient in identifying, diagnosing, and resolving recurring IT issues to minimize impact and improve system reliability. Root Cause Analysis: Skilled in deep-dive investigations to determine the underlying causes of IT failures, ensuring long-term solutions and system stability. Process Improvement: Dedicated to optimizing processes through continuous assessment and implementing strategic enhancements for increased efficiency. Cross-Functional Collaboration: Adept at building and leading cross-functional teams to achieve project goals and foster a collaborative work environment. Executive Communication: Effective in communicating complex IT issues and strategies to executive teams, ensuring clarity and alignment with business objectives. Project Management: Experienced in managing and delivering complex projects on time and within budget, aligning with strategic business goals. ITIL Framework: Knowledgeable in applying ITIL practices to align IT services with the needs of business, ensuring best practices and quality delivery.WORK EXPERIENCEIncident ManageriPipeline, June 2023 April 2024 Orchestrated incident response efforts, ensuring timely resolution and minimal impact on business operations. Developed and implemented incident management processes, including incident identification, assessment, response, and resolution. Conducted thorough post-incident reviews and retrospectives to identify areas for improvement and prevent future occurrences. Collaborated with cross-functional teams to assess incident severity and prioritize resource allocation effectively. Maintained detailed incident documentation and provided executive-level summaries for internal and external communication. I optimized incident response efficiency by integrating PagerDuty and Jira, reducing resolution times by 25%, resulting in a 30% increase in customer satisfaction scores.Incident ManagerIBM Global Services, September 2016 August 2017 Acted as a key contact between IBM management and delivery support organization, ensuring proper closure of projects/changes. Proactively monitored incident, problem, and change processes, managing issues and alerts as needed. Managed service level agreements (SLAs) and ran continual improvement plans to enhance service delivery processes. Applied standard ITIL process governance approach and rolled out processes for different IT segments. Conducted process workshops, readiness assessments, and presented findings to stakeholders. Collaborated with project teams to ensure on-time implementation and quality delivery. Service ManagerNaviSite India Pvt. Ltd, March 2015 Jan 2016 Managed incident, request, and change management processes for multiple global companies. Led CAB meetings and coordinated emergency change requests. Acted as a single point of contact for critical incidents, ensuring timely remediation. Facilitated smooth collaboration between technical teams and various departments to streamline client relations. Contributed to the transition of environments to new platforms, such as cloud and dedicated hosting. Security System AnalystDell International Services, February 2012 March 2015 Led the incident management process, ensuring adherence to SLA guidelines and achieving 0% error rate in closing requests. Conducted quality checks and provided training on account-based applications, contributing to improved efficiency and knowledge base. Analyzed and preserved evidence related to incidents, facilitating effective response to audit queries and concerns. Presented significant risks and exposures to management, contributing to informed decision-making and risk mitigation strategies. Collaborated with cross-functional teams to identify and implement business process and internal control improvements. Represented the tower in daily operations and weekly aging meetings, demonstrating leadership and accountability during high- severity incidents. Maintained and updated COP process documents for the supporting account, ensuring accuracy and compliance. Technical Support SpecialistConvergys India Pvt. Ltd., January 2011 February 2012 Delivered expert technical support for Microsoft software products, specializing in troubleshooting and resolving OS-related issues. Mentored and trained junior staff, enhancing team capabilities and service quality. EDUCATIONIntegral University, Lucknow, UP, India, 2009Bachelor of Computer Application |
