Chakra A

A goal-oriented professional targeting assignment in the field of Major Incident and Problem Management/ Service Delivery Management with an organization that offers a challenging opportunity to enhance knowledge, skills, and experience to achieve the organizational goals

• Led and/or followed up with support team personnel on investigations of critical, cross-functional problems in the IT environment
• Worked on tracking and reporting on the root cause and corrective/ preventive action plan completion
• regularly interacted with management, customers, clients, and others to improve existing processes, procedures, and methods
• Participated in an on-call rotation for SRT/ Production Incident Restoration and Problem analysis calls
• Ensured that root cause analysis entries were identified during Major Incidents and RFCs; created, tracked, and followed through to completion after service restoration
• Assisted with the creation and distribution of Post-mortem Incident Reports (PMIR) for all Major Outages
• Conducted post-incident Root Cause Analysis for (Internal) and (External) Production Outages and Internal Performance Trends
• Recorded, tracked, and documented the help desk request problem-solving process including all successful and unsuccessful decisions made, and actions are taken through to the final resolution
• Completed initial diagnosis & progress of all issues in a timely manner to meet customer SLAs, resolved the incidents wherever possible
• Scheduled problems & escalated the same (when required) to the appropriate technical team (software developers)
• Discussed customers targeted questions to quickly understand the root cause of the problem
• Tracked computer system issues through to resolution, within agreed time limits
• Provided prompt and accurate feedback to customers by referring to internal database or external resources to provide accurate tech solutions 
• Governed the lifecycle of IT problems, including first identification, further investigation, documentation, and eventual removal.

Major Incident and Problem Manager