Nischitha Hb
Major Incident Manager | ITIL Expert | IT Operations Specialist
About
Dynamic and detail-oriented Major Incident Manager with 8+ years of experience in IT Operations and Incident Management in enterprise environments (Wipro – CITI Bank, Nestle). Expert in ITIL-based incident handling, ITSM tools (ServiceNow, HPSM), and 24/7 global operations support. Proven ability to drive root cause analysis, minimize downtime, and ensure continuous service improvement (CSI).
Skilled in stakeholder communication, SLA adherence, and business continuity planning. Strong leadership in on-call support, problem management, and cross-functional team coordination.
Experience
IT Recruiter (Talent Acquisition) - Wipro Technologies - Chennai, Tamil Nadu
(2022-03 - 2022-12)
Managed full recruitment lifecycle, specializing in IT roles across strategic sourcing and workforce planning.
- Led social media recruiting and vendor management, successfully hiring for niche and volume requirements.
- Built strong relationships with stakeholders and managed candidate engagement processes.
Major Incident Manager – Senior Engineer - Wipro Technologies - Coimbatore, Tamil Nadu
(2017-12 - 2021-07)
Led 24/7 global incident response for CITI Bank, ensuring critical incident resolution within defined SLAs. Client: CITI Bank
- Coordinated technical recovery teams during high-severity incidents, minimizing downtime and business impact.
- Published real-time business communications to stakeholders, enhancing transparency and reducing client escalations.
- Identified process gaps and implemented corrective actions, reducing incident recurrence by 20%.
- Conducted post-incident reviews and led root cause analysis (RCA) to drive service improvements.
- Recruited and trained new team members for incident response, improving team readiness and performance.
- Generated and presented incident reports to senior management, supporting data-driven decision-making.
Windows-VMware Administrator - Wipro Technologies - Bengaluru, Karnataka
(2014-11 - 2017-11)
Provided support for NAM, APAC, EMEA, and LATAM regions, ensuring seamless global IT operations. Client: Nestle
- Deployed and configured VMs and physical servers (Hyper-V, Windows), bringing systems into production efficiently.
- Troubleshot hardware/OS issues with DC teams (HP, IBM, Dell), resolving escalations quickly.
- Applied latest patches using SCCM and supported QA teams for Windows server application installations.
Education
Bachelor of Computer Applications - Davangere University (2014)
