Bhavna Saraswat

Results-driven Incident Manager with 2.5 years of experience in IT Service Management (ITSM) and cross-functional incident response. Skilled in translating technical issues into clear stakeholder communications, driving process improvements, and implementing automation tools. Proven ability to manage high-priority incidents, reduce resolution times, and improve customer experience in fast-paced remote environments.

Incident Manager - Datassection - Remote

(2023-02 - 2025-06)

• Managed and coordinated end-to-end response to critical incidents impacting customer experience, ensuring prompt mitigation, recovery, and resolution for high-risk events.
• Developed and implemented a comprehensive incident management program including emergency operating procedures, communication strategies, and escalation workflows.
• Translated complex technical incidents into clear, concise communications for customers and internal stakeholders, reducing confusion and improving response efficiency.
• Collaborated with cross-functional teams across engineering, product, and operations to drive process improvements and automation initiatives.
• Served as a feedback loop between customers and management, gathering and communicating customer needs to product teams to enhance overall service delivery.
• Applied strategic thinking to identify inefficiencies and potential risks, proactively implementing corrective actions and continuous improvement measures.

Bachelor of Vocational Studies - Software Development - Guru Gobind Singh Indraprastha University (2017 - 2020)