Shalini Prabhakar

A motivated, results-focused professional, seeking an opportunity to utilise career experience, skills,

and education to contribute to employer objectives, profitability, and success with a company offering potential for challenge and growth.

Senior executive - Incident Management (Walmart global services, Intelliswift Software India Pvt. Ltd)

• Process Adherence in Major Incident Management, Service Request Fulfillment and Problem Management,
• Provide Incident and Service request management across all Walmart Store and distribution centers.
• Working on both Mechanical and Software related issues.
• Owns all Incidents and Service Requests throughout the lifecycle
• Ensure team is enabled to facilitate all issues to resolution
• Ensure outages are promptly communicated with exceptional quality
• Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements
• Support the forward planning and scheduling of change requests
• Assist in the review of Change Requests at closure to ensure the successful changes are implemented in future in case of change failure.
• Monitor and manage reliability and availability metrics to infrastructure service level agreements
• Identify and drive mitigation for gaps in procedure and process in the team and/or organizationally
• Be willing to perform 24x7 on-call as escalation manager
• Create and improve standard operating procedures as needed and in a timely fashion
• Develop and maintain comprehensive knowledge articles
• Preparing Snow Reports for Analysis of Data, Work Performance, and CSI Analysis.
• Expertise in Preparing Evidence Report for SLA exclusion of an SLA breach.

Bcom in EIILM University

PUC Joythi Nivas college