Summary
Overview
Work History
Education
Skills
Timeline
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Nikita Singh

Faridabad,Haryana

Summary

Hardworking Major Incident Manager familiar with providing solutions to prevent recurrence. Focused on efficiency and response improvements. Ready to offer 3 years of related experience to a challenging position with room for advancement.

Overview

4
4
years of professional experience

Work History

MAJOR INCIDENT MANAGER

TELEPERFORMANCE INDIA
01.2023 - Current


  • Proficient in addressing and resolving issues, ensuring effective client interaction, and tracking SLAs.
  • Successfully manage shifts as the Manager on Duty, delivering results.
  • Expert in facilitating the Incident Bridge and supporting resolver groups for issue closure.
  • Conduct thorough investigation and diagnosis of Major Incidents for swift service or application restoration.
  • Collaborate with Service/Application Owners to collect current information and craft informative updates.
  • Ensure streamlined communication throughout the Incident lifecycle, minimizing distractions for efficient troubleshooting, and maintaining meticulous documentation of troubleshooting steps and service restoration, including handling reporting and planning per business needs, as well as managing RCAs and RFOs.

MAJOR INCIDENT MANAGER

WIPRO PRIVATE LIMITED
06.2021 - 12.2022
  • Proficient in Issue Resolution, with experience facilitating the Incident Bridge from start to end.
  • Skilled in Client Interaction, ensuring timely and effective communication.
  • Strong at SLA Tracking, guaranteeing service-level agreements are met.
  • Experienced as a Manager on Duty, overseeing shifts and providing leadership.
  • Expert in investigating and diagnosing Major Incidents for rapid service or application restoration.
  • Collaborative approach, working with Service/Application Owners to gather essential details and craft update messages.
  • Effective communication management throughout the Incident lifecycle to predefined stakeholders.
  • Adept at filtering distractions that might impede troubleshooting efforts.
  • Thorough documentation of troubleshooting steps and service restoration details for accurate timelines.
  • Proficient in managing reports, executing business plans, and handling Root Cause Analyses (RCAs) and Reason for Outage (RFO) processes.

TECHINCAL ASSOCIATE

CONCENTRIX DAKSH PRIVATE LIMITED
06.2019 - 02.2021
  • Identifying hardware/software solutions and installing/configuring them.
  • Diagnosing and repairing technical faults, including network issues.
  • Communicating with customers to resolve issues efficiently.
  • Providing timely, accurate feedback and procedural support.
  • Managing multiple cases and following up for issue resolution.
  • Assisting with new application roll-outs and part replacements.

Education

Bachelor of Arts - Sociology

JESUS AND MARY COLLEGE DU
Delhi
05.2019

Higher Secondary School -

ANGEL PUBLIC SCHOOL, FARIDABAD
Faridabad
03.2016

Senior Secondary School -

ASHIRWARD PUBLIC HIGH SCHOOL, FARIDABAD
Faridabad
03.2014

Skills

  • Critical Incident Handling
  • Post Incident Reviews
  • Information Management
  • Documentation Skills
  • Post-Resolution Reviews
  • Emergency Analysis
  • Strong Communication Skills
  • Technical Support and Troubleshooting
  • Proficiency in Salesforce, Snow portal, MS Excel, MS PowerPoint, Google Docs
  • Analytical and Problem-Solving Abilities
  • Excellent Customer Communication

Timeline

MAJOR INCIDENT MANAGER

TELEPERFORMANCE INDIA
01.2023 - Current

MAJOR INCIDENT MANAGER

WIPRO PRIVATE LIMITED
06.2021 - 12.2022

TECHINCAL ASSOCIATE

CONCENTRIX DAKSH PRIVATE LIMITED
06.2019 - 02.2021

Bachelor of Arts - Sociology

JESUS AND MARY COLLEGE DU

Higher Secondary School -

ANGEL PUBLIC SCHOOL, FARIDABAD

Senior Secondary School -

ASHIRWARD PUBLIC HIGH SCHOOL, FARIDABAD

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Nikita Singh