Shalini D
Espoo
Summary
Passionate and results-driven Incident Manager with 3 years of experience in leading and facilitating incident mitigation, recovery and resolution, improving incident tooling, reliability and user communications. Highly skilled in translating technical jargon into clear and concise communications, ensuring a prompt and efficient resolution of incidents. Strong strategic thinking and problem-solving abilities, demonstrated in successfully managing priority incidents .Bachelor of Engineering in Computers and ITIL Trained. Fluent in English. Excited to bring my expertise and drive for excellence, leveraging my technical affinity and communication skills to further enhance incident management practices.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Incident Manager
CGI
Chennai
01.2022 - 03.2024
- Led enterprise incident management team for Europe region, multiple projects and team of 20+ incident managers to consistently meet SLAs and KPIs on critical incidents.
- Oversees, facilitates and administers ITIL based service support and technical account management in the coordination of incident ownership, customer account management
- Responsibilities include the management and oversight of service level management as well as resource coordination, client management, technical resolution management and communications.
- Tracked key performance indicators related to incident management activities.
- Documented incident details in knowledge base articles for future reference purposes.
- Acted as a liaison between internal teams and external vendors when needed.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Facilitated communications between technical teams during major outages or disruptions.
- Recruited and trained incident managers for project transition
Lead Analyst
CGI
Chennai
01.2022 - 01.2022
- Coordinated daily operations, ensuring accurate and timely execution of tasks
- Implemented process improvements in incident management, monitored operational metrics and identified areas for improvement, implementing strategies to increase efficiency
- Led a team of service desk analysts, providing guidance and support for incident management, supervision of the team and Service Desk activities, lead mentoring, development and management of 20 IT Support Analysts ensuring they're capable of performing on accountabilities that enable business outcomes and deliver on quality.
IT Analyst
Tata Consultancy Services
Chennai
01.2021 - 01.2022
- Developed and executed risk communication strategies for high-profile incidents, ensuring prompt and accurate information dissemination
- Collaborated with cross-functional teams to identify and mitigate risks, managed crisis communication plans and provided guidance to internal stakeholders during critical incidents
- Conducted post-incident analysis and recommended process improvements to enhance incident response capabilities.
Consultant
FLSmidth
Chennai
01.2020 - 01.2021
- Managed the IT service desk team resulting in improved customer satisfaction and first-time resolution rate
- Managed a team of 12 service desk analysts to deliver high-quality customer service to 800+ users
- Improved first-time resolution rate by 25% through effective management of team's KPIs
- Reduced customer complaints by 40% through proactive communication and issue resolution
- Developed and implemented ITIL-based processes resulting in improved service delivery
- Conducted regular team meetings and performance reviews resulting in improved team morale and motivation.
Senior Analyst
Mott MacDonald
Chennai
01.2017 - 01.2020
- Coordinated with cross-functional teams to ensure timely resolution of incidents, minimizing business impact
- Developed and updated knowledge base articles to enable self-service for common IT issues
- Participated in the rollout of a new IT service management 'ITSM' tool, improving incident tracking and reporting
- Conducted root cause analysis for incidents, identifying and implementing preventive measures
- Sharepoint SME for Service desk team, performed data analysis on support ticket trends, identifying areas for process improvement.
Senior Analyst
HCL TECH
Chennai
01.2016 - 01.2017
- Provided technical support to end-users, resolving over 200 hardware and software issues per month
- Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time
- Conducted training sessions for new hires on IT processes and best practices
- Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
Application Engineer
CSS Corp
Chennai
01.2016 - 01.2016
- Responded to service requests and incident tickets, maintaining a high level of customer satisfaction
- Performed hardware and software installations, ensuring compatibility and adherence to company standards
- Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities
- Collaborated with team members on IT projects, such as system upgrades and migrations.
Technical Support Engineer
HCL TECH
Chennai
01.2011 - 01.2016
- Effectively demonstrated the ability to perform, organized approach to work through the organization, deadlines
- Managed technicians to meet or exceed departmental quality production goals
- Ensured customer satisfaction by taking ownership of escalation calls, keeping callback comments, gaining trust
- Worked with the Central Call Operations department to ensure maximum queue efficiency
- Troubleshoot and resolve client submitted cases and incoming calls
- Provided timely desktop support and management for all domestic and international offices
- Defined requirements, research, and implement appropriate technology that enables users to meet their production goals
- Provided 24/7 support to our customers to ensure product availability and also support.
Education
Bachelor of Engineering - Computer Science
Anna University
Chennai05-2011
Skills
- Strategic Thinking
- Team Leadership
- Process Improvement
- Communication
- Problem-solving
- Post Incident Meetings
- Priority Incident Recommendations
- Root Cause Analysis
- Service Management
Languages
English
First Language
Certification
- CSM certified
Timeline
Lead Incident Manager
CGI
01.2022 - 03.2024
Lead Analyst
CGI
01.2022 - 01.2022
IT Analyst
Tata Consultancy Services
01.2021 - 01.2022
Consultant
FLSmidth
01.2020 - 01.2021
Senior Analyst
Mott MacDonald
01.2017 - 01.2020
Senior Analyst
HCL TECH
01.2016 - 01.2017
Application Engineer
CSS Corp
01.2016 - 01.2016
Technical Support Engineer
HCL TECH
01.2011 - 01.2016
Bachelor of Engineering - Computer Science
Anna University
Similar Profiles
Shloka TukeShloka Tuke
Senior Test Engineer at CGISenior Test Engineer at CGI
SELVAM SARAVANANSELVAM SARAVANAN
Simcorp Dimension Consultant at CGISimcorp Dimension Consultant at CGI
Sri Harsha BhogapurapuSri Harsha Bhogapurapu
Lead Engineering Consultant @ PNC at CGILead Engineering Consultant @ PNC at CGI