CV, Incident Management ITSM, Operations or Support Analyst

I am currently available for work
Serial No: 3864
(24/10/1984, female)
Skills keywords: clarify crm, clearquest, itilv3, ITSM, UNIX
Current location: India - View on map

Project: - ITIS – LBG – QAE – Incident Management - Role: - Technical Lead


  • Provide Environmental Health check on daily basis.
  • Liaise with Defect management and resolver groups to get the defects to resolution.
  • Work on HDESK for any QA environmental issues
  • Drive War room calls for high priority issues.
  • Guide the team to drive war room calls.
  • Hold weekly meetings in case of any new environmental changes coming up .
  • Work on Gold call report (Environmental availability check-up)
  • Provide concrete updates on the progress of issues to customer.
  • Qc-CQ Sync up activity as a part of daily tasks.
  • Prepare scope documents, process documents for team to work accordingly.
  • Provide Weekly service reports on environments which include defect & HDESK resolution analysis.
Atos India Pvt Ltd - Dec 2011-Nov 2012

Project: - GMS –SMTS (Admin/ Tooling/ Monitoring/Incident Management – Clarify CRM)

Client: - Nike, Morgan Stanley- Siemens Business Services Help Desk

  • Manage and lead team to get the issues resolved on utmost priority.
  • Helping/promoting/arranging team event.
  • Monitor and Support Clarify CRM tool for end users.
  • Provide E2E data management information of the raised incidents and service requests
  • Maintain SLA’s for the issues raised against Clarify support team
  • Managing staff to ensure that all milestones are achieved within the agreed timeframes.
  • Ensuring effective quality control processes are in place to monitor deliverables produced.
  • Understand and Implement ITIL standards in the day to day support tasks.
  • Provided system documentation and training to Level 1 support team.
  • Keeping accurate administrative records of expenditure, accounting, costing and billing.
  • Plan and implement project activities.
Tech Mahindra Ltd - Jan 2010 – Dec 2011

Project: - BTO Openreach In life Services (Team Lead)

Client: - British Telecom (Onsite Experience (Milton Keynes –ICT Tier 2 Visa))

  • Have effectively Driven the incident management process using clarify.
  • Provided up to date management information, including KPIs(Key performance Indicators) and reports
  • Monitored the effectiveness of incident management and suggested recommendations for improvement
  • Played a Key role in driving, developing, managing and maintaining the major incident process and associated Application support groups.
  • Ensured that all IT teams followed the incident management process, SLA’s for every incident.
  • A primary objective was to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented, to this purpose was maintaining information about Known Errors and Workarounds.
  • Motivate the IM team members to perform their tasks
  • Holding Team meets every day, work on the hurdles team is facing.
  • Played a key role in handling reactive Problem records.
  • Prepared and presented Key Performance Indicator Report, Daily, Weekly and Monthly Delivery Reports as well as Customer reports.
Zensar Technologies      (Apr 2009 – Dec 2009)

Project: - CISCO ICW (Integrated Commerce Workspace)

Client: - CISCO

  • Analyse the orders in order to clear the exceptions raised during the order progression.
  • Using SQL Queries for validating data for Orders to be created in Order Management.
  • Handling/Resolving Ad-hoc Queries received via mails.
  • Create Daily Status reports and update the clients about current Application Status.
  • Communicating and co-ordinating with developers.
  • Raising defects, updating results and defects through Quality Center (QC) Tool.
Tech Mahindra Ltd     (Apr 2008 – Mar 2009)

Project: BT-OR-FLOW-LLU (Local Loop Unbundling)

Client: British Telecom.

Role Played:
  • Provide second line support for handling faults raised by users and carrying out various proactive maintenance activities, to minimize fault levels.
  • Analyse the Root Cause for the Fault occurred and suggesting the fix for them in order to avoid the future occurrence.
  • Handling Bridge cases raised by user with the help of Clarify and to achieve the SLA set by the Client.
  • Analyse the orders in order to clear the exceptions raised during the order progression and to raise the required defects through Quality Center and Problem Records.
  • Make daily reports representing the health conditions of all the FLOW LLU servers.
  • Building up a very strong customer support and communication structure.
April 07 to March 08 - Protec Systems Pvt. Ltd - Software Engineer

Sept 06 to April 07 - Sarvottam technologies - Web designer

  • My Team was awarded as the Best ICU team (Ethernet ICU) for the Quarter -2011.
  • Awarded as the best lead for the Quarter-Ethernet ICU -2010.
  • Able to maintain 100% SLA set by the Client for the last 60 months.
  • Helped in reducing the large number of exceptions when the project was initially taken over from the transition phase.

Spoken languages: english (fluent), English Advanced
Location I am interested in working: canada, France, Germany, Italy, Norway, Singapore, switzerland, United Kingdom