MONIESHA K
Incident & Problem Manager
Chennai
Summary
Accomplished Certified IT Service Management professional with over 7 years of experience specializing in Incident management, Problem Management, Change Management, and Service Improvement at renowned IT organizations such as IBM and HCLTech. Skilled in Root Cause Analysis (RCA), Incident Volume Reduction, and adept at managing cross-functional stakeholders. Dedicated to fostering continuous service excellence and optimizing processes to drive organizational success.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Incident & Problem Lead
HCL Technologies
03.2023 - Current
- Assess the impact and severity of major incidents; gather data to support decision-making.
- Act as the primary contact during critical incidents, keeping all relevant teams informed and engaged.
- Lead incident response efforts, including triage, technical bridges, recovery coordination, and communication.
- Maintain clear, timely communication with internal stakeholders, external partners, and authorities.
- Develop and maintain communication templates for effective incident updates.
- Ensure adherence to response SLAs and escalation procedures.
- Coordinate with external vendors for additional support during incidents.
- Spearheaded Problem Management activities across multiple client accounts, ensuring timely root cause analysis and prevention.
- Awarded Silver Club Best Performer twice for outstanding contributions to service quality and process improvements.
- Owned and maintained the Known Error Database (KEDB) to drive faster resolution of recurring incidents.
- Led cross-functional meetings to address high-priority problems and action plans.
- Drove end-to-end RCA documentation and delivery within SLA timelines, improving customer satisfaction.
- Participated in internal and external audits (Corp, PAR, ISO) ensuring full compliance with standards.
- Identified trends in incident tickets, proposing corrective actions that reduced incident volumes by 20%.
- Enhanced Problem Management reporting with ServiceNow (SNOW) team collaboration.
Problem Management Analyst
IBM India Pvt. Ltd. (Kyndryl Solutions)
02.2018 - 03.2023
- Managed complete Problem Management lifecycle for enterprise clients, ensuring minimal disruption and quicker service restoration.
- Led deep-dive root cause investigations and post-incident reviews for major incidents (P1, P2).
- Improved RCA communication to business leaders and technical support teams.
- Established proactive problem detection framework reducing repeated incidents.
- Collaborated with Project Managers for seamless service delivery transitions and acted as bridge between client stakeholders, operations, and compliance.
- Closed Problem Records and Known Errors accurately and promptly.
- Assessed risks and tracked post-change impacts for Change Management.
- Led trend analysis of failed changes leading to process improvements.
- Created work instruction and process document.
Education
B.Tech - Information Technology
Information Technology
ChennaiSkills
- Incident management expertise
- Problem management expertise
- Change Management Process
- ServiceNow (SNOW) Tool Expertise
- Incident Volume Reduction Initiatives
- Known Error Database (KEDB) Ownership
- Stakeholder & Client Communication
- ITIL v4 Framework Implementation
- Risk Management & Audit Participation
- Service Improvement & Process Enhancements
Certification
ITIL V4 Foundation Certification
Key Highlights
ServiceNow (SNOW), ITSM Tools, ITIL V4 Best Practices, ISO, Corporate, PAR Audits, RCA Process Refinement, Incident Prevention Strategy, Stakeholder Communication, Client Handling, Cross-functional Collaboration
Awards Recognition
- Best Performer Award, IBM India Pvt. Ltd., 2022
- Silver Club Best Performer, HCL Technologies, 2024
Timeline
Incident & Problem Lead
HCL Technologies
03.2023 - Current
Problem Management Analyst
IBM India Pvt. Ltd. (Kyndryl Solutions)
02.2018 - 03.2023
B.Tech - Information Technology
Information Technology
Similar Profiles
Srinivasan NandagopalSrinivasan Nandagopal
ETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ LtdETL Lead /Onshore Technical Business Analyst at HCL Technologies India & HCL Technologies NZ Ltd
Pooja SaxenaPooja Saxena
Senior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt LtdSenior Analyst at HCL Technologies Pvt. Ltd, HCL technologies Pvt Ltd
Abhishek KumarAbhishek Kumar
Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)Data Engineer/Technical Lead at HCL Technologies Limited (HCL Tech)
Prateek MedirattaPrateek Mediratta
L2 Production Support Engineer at HCL Canada INC & HCL technologies LTDL2 Production Support Engineer at HCL Canada INC & HCL technologies LTD
Srinithi MSrinithi M
Process Associate at HanDigital Pvt LtdProcess Associate at HanDigital Pvt Ltd