Hema P
Chennai
Summary
OBJECTIVE AND PURPOSE: My occupational objective is to contribute as a team facilitator and manager for excellent service, as a key problem solver and as a planner. I enjoy coordinating and managing teams of multi disciplined staff in both tactical and strategic business initiatives , while utilizing innovative thinking.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Incident Manager
Wipro Technologies
12.2021 - Current
- Led the incident management process for a global enterprise, ensuring rapid identification,
categorization, escalation, and resolution of over 500 high-priority incidents annually,
minimizing business disruption. - Coordinated major incident management (MIM) efforts, working directly with technical teams, third-party vendors, and senior leadership to manage critical incidents and resolve issues within 95% SLA compliance rate .
- Facilitated major incident reviews (MIR), conducting post-incident reviews (PIR) and contributing
to a 20% improvement in incident response strategies. - Developed and maintained incident dashboards and reports, providing real-time incident updates and performance metrics to senior leadership and business stakeholders.
- Collaborated with Problem Management to identify recurring issues, driving initiatives that led to a 30% reduction in repeat incidents over a 6-month period.
- Managed high-priority strategic changes such as system migrations, infrastructure upgrades, and new software implementations, achieving 95% success rate.
- Managed post-change reviews (PCRs), driving continuous improvement by gathering feedback from stakeholders and implementing lessons learned into future changes.
Senior Process Executive
Cognizant Technologies
02.2020 - 10.2021
- Implemented a streamlined incident triage process, resulting in a 25% reduction in resolution time for high-priority incidents and improving incident response efficiency.
- Analyzed incident data to identify trends and recurring issues, working with Problem Management to prevent repeat incidents and improve service reliability.
- Ensured effective communication with affected stakeholders, providing timely incident status updates, resolution timelines, and post-incident summaries to maintain transparency and customer satisfaction.
- Created and maintained incident reports and dashboards, tracking the success rate of incident resolutions, providing visibility for senior management, and driving continuous improvement.
- Trained junior incident management team members, improving their handling efficiency and knowledge of ITIL incident management best practices.
Technical Support Engineer
Tech Mahindra
05.2018 - 01.2020
- Streamlined support processes for increased efficiency and reduced response times.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
Education
Bachelors Degree - Electronics And Instrumentation
St. Joseph's College
High School -
Atomic Energy Central School
Skills
- Incident Management
- ITIL Framework
- Problem Management:
- Stakeholder Management
- Collaboration with Change and Problem Management
- Risk Management
- Performance Monitoring & Reporting
- Leadership & Team Management
- Critical Thinking & Decision Making
- Change Planning and Coordination
- Crisis and Change Communication
Certification
- ITIL 4
- Quality 101
- ITIL Change Management Certification
- Lean
- Business English Certificate - VANTAGE
- Python and Machine Learning
- Generative AI
- C, C++ by NIIT and EBOX
Timeline
Incident Manager
Wipro Technologies
12.2021 - Current
Senior Process Executive
Cognizant Technologies
02.2020 - 10.2021
Technical Support Engineer
Tech Mahindra
05.2018 - 01.2020
Bachelors Degree - Electronics And Instrumentation
St. Joseph's College
High School -
Atomic Energy Central School
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