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Incident Manager Resume

Tempe, ArizonA

SUMMARY:

  • Ability to solve problems and identify opportunities with the use of analytics and critical thinking.
  • High level of motivation and dedication with unwavering integrity.
  • Experience in Incident Management, Process Improvements, Quality Audits, Operations Management & Strategy Planning.
  • Possess analyzing & understanding capabilities for corrective decision - making.
  • Excellent English communications skills with an ability to communicate professionally to customers.
  • Ability to work independently & also handle a team.

TECHNICAL SKILLS:

  • MS office (Word, Excel, Power point and Outlook)
  • Data Validations, Pivot tables and Excel formulas, functions & graphs.
  • Advanced excel & Macros - Certified by HCL Technologies Limited.
  • Scored 82% in the Six Sigma Yellow Belt (Quality).
  • Remedy
  • ITSM
  • ESMS, Cherwell & Service Now
  • Citrix
  • Web Analytics, Oracle, Salesforce & Tableau.
  • Ruby, Double click, Atlas & ComScore.
  • Advance Excel Functions, V-Lookup, Power Pivot & Macros.
  • Charts, Slicers & Visualizations.
  • Web & Digital Marketing.
  • Search Marketing 
  • Reporting and Documentation.

WORK EXPERIENCE:

Incident Manager

Confidential, Tempe, Arizona

Responsibilities:

  • Process Improvements - Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.
  • Driving, developing, managing and maintaining the Major Incident process and associated procedures.
  • Incident Management Bridge calls with support teams, on-call support application teams and management.
  • Driving the efficiency and effectiveness of the Incident management process.
  • Monitoring the effectiveness of Incident management and making recommendations for improvement.
  • Developing and maintaining the Incident management system. Producing management information.
  • Analyze and provide Root Cause Analysis (RCA) for the Major Incidents.

LEAd Incident

Confidential

Responsibilities:

  • People management. Handled a team of 15 engineers, consisting of Wintel, Network, O365, Unix, Storage & Backup.
  • Ensuring Incidents were appropriately routed to the correct resolution team.
  • Generate and present the weekly and monthly incident reports to the higher management.
  • Conducting post incident/resolution reviews.
  • Provide Root Cause Analysis (RCA), coordinate with performing teams and get the RCA for incidents.
  • Monitor the Incidents queue and follow up on all unassigned/about to breach incidents.
  • Managing, driving critical and high impact incidents to closure within SLA targets.
  • Host the daily calls to discuss on operational issues and status from various IT groups.
  • Ensuring that appropriate process documentation is available on SharePoint platform.
  • Ensuring all stakeholders are notified and periodically updated on the occurrence and progress of incidents according to a predefined communications plan provided by client
  • Engaging with stakeholders and teams for rapid response to expedite resolution of incidents.
  • Analyze SLA reports, determine root causes and identify best practices and reconciliation.
  • Carrying out appropriate escalations and exercising/engaging necessary authorities to implement resolution within SLA.
  • Ensure the incident records were updated and the information is complete and accurate.
  • Preparing and/or reviewing the weekly and monthly incident reports post resolution and publish report to appropriate stakeholders.

Incident Co- ordinator

Confidential

Responsibilities:

  • Provide technical direction and coordination to the resolver groups involved.
  • Managed a team of 25, thereby coordinating with the partners and planning a strategy in saving cost to the company.
  • Leading day-to-day service delivery of technical and non-technical functions.
  • Generate daily/weekly & monthly business dashboards & scorecards
  • SPOC for Escalations.
  • Maintain a tracker with the escalations to avoid escalation issues.
  • Managing service level metrics e.g. SLA, SLO, KPI etc.
  • Leading day-to-day Service Delivery of Technical and Non-Technical Functions.
  • Analyze and provide Root Cause Analysis (RCA) for Incidents that missed the SLA.
  • Manage expectations across key internal and external stakeholders
  • Drive group chats and bridge calls effectively to resolve incidents.
  • Handle conflict situations and make quick decision while driving incidents.
  • Chair the Daily sync up call for all the teams and discuss outstanding issues.
  • Chair Bridge calls for effective coordination, incident resolution & service restoration.
  • Execute the Incident Management process tasks in adherence to agreed SLA.
  • Participate in Incident review meetings and provide Incident reports & presentations for weekly/monthly review.
  • Quality Audit incidents to avoid errors.
  • Worked on Remedy & ITSM framework.

Senior CREATIVE Analyst

Confidential

Responsibilities:

  • Support Lead for Content Review & OLS team.
  • Content Development Specialist for Search Creative - SEA (South East Asia).
  • Streamlined and helped train the team members to understand and work on this process.
  • Worked closely in a team environment to provide development advice and implementation for advertisers, including finding new keywords, developing and/or improving ad copy, and structuring accounts.
  • Worked closely with sales counterparts to communicate these directly to advertisers.
  • Built various performance reports.
  • Worked on special projects, which include mapping, generating keywords & Request for proposal (RFP).
  • Understanding of marketing and online marketing products.
  • Confidential, Microsoft Bing & Google Ad words trained and certified as part of transition.

Analyst - Account Management for Display advertising

Confidential

Responsibilities:

  • Work in a fast-paced team environment, quickly and accurately processing tasks received from US-based Account Specialists and Account Managers
  • Worked for different pods like - New York, Mid market, Canada, Chicago and was also part of the optimization strategist team.
  • SME for mobile display ads & SPOC for Walmart web analytics Project.
  • Proactively monitor, analyze and optimize all online advertising performance from Media Planning to Invoicing.
  • Research media plans and pricing; optimize running campaigns.
  • Working closely with the team across multiple disciplines to maximize results.
  • Understand AM and their client goals, objectives and data, media buying cycles, marketing philosophy, target demographics, etc to provide the required support.
  • Aide in the creation of strategic recommendations and implementation of Display solutions for various clients through multiple types of reports.
  • Build performance reports, pull, and analyze reports, using various Y Proprietary tools. the New Hires and fellow team members to help them understand the business and their responsibilities and mentor them to come up the learning curve.
  • Perform day-to-day quality check on all out going reports, insights & recommendations for a group of 4 Analysts.
  • Provide pricing, impressions, clicks strategy & competitive analysis for the client in the market.
  • Generate reports, presentations and charts on a recurring and ad-hoc basis and additional reports with data in comparison to the competitors.
  • Quick data analysis and providing solution to the account manager.
  • Client interaction to bring in new projects and deliverables.
  • Checks on quality to reduce errors. Worked on the 5 why analysis program for the team.
  • Initiated worked on revenue generating projects for various advertisers, which later became a task for the team.
  • Worked on projects with search and display with guidance from my mentor & counter parts in US.
  • Received appreciations from fellow team members to the Director of the Program, commending on the initiative and the work done well.
  • Contributed well to the team to make it the best and received an Elite Performer Team .

PROCESS Executive

Confidential

Responsibilities:

  • Process Java Script, gif, html, standard tags for ad creation uploads.
  • Prepare presentations for the client Post the launch of the ads.
  • Provide Reconciliation Reports with data of Confidential & third party tracking numbers.
  • Worked on daily, weekly, monthly, quarterly and annual reports for clients.
  • Worked closely with clients on various projects.
  • Quality Auditor for two different Sub-processes within Confidential
  • Process documentations. new hires. Helped in new joiners.
  • Received appreciations from Client, Team and manager.
  • Actively participated in teamwork and received appreciation for it.
  • I was part of Project Spring Board in Confidential

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