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Aditi Rawat

@aditirawat1

Problem Manager at FIS Global who reduced repeat incidents by 85% across banking and fintech client services.

At FIS Global, I own end-to-end problem management for P1/P2 issues across about 50 North American banking and fintech clients. Using 5 Whys and Fishbone analysis, I drive permanent fixes that reduced repeat incidents by 85%.

I chair Major Incident Reviews and turn findings into corrective and preventive actions. I also track about 50 CAPA items per quarter and publish RCA reports with Service Delivery Managers.

Before FIS Global, I commanded major incident bridges at Incedo Inc., handling about 25 P1/P2 incidents per month and contributing to a reduction of about 35% in MTTR. At Tata Consultancy Services, I monitored critical airline infrastructure and applications for IndiGo Airlines using BMC TrueSight.

Experience

Work history, roles, and key accomplishments

Current

Problem Manager

Current

FIS Global

Aug 2023 - Present (3 years 2 months)

Owns end-to-end problem management for P1/P2 problems across about 50 North American banking and fintech clients, keeping 100% of problem records within SLA. Leads root cause analysis using 5 Whys and Fishbone, reducing repeat incidents by 85%.

Problem Management Major Incident Management Root Cause Analysis 5 Whys Fishbone ServiceNow Corrective and Preventive Action Tracking (CAPA)KEDB ITIL SLA Management Executive Communication

Major Incident Manager

Incedo Inc.

May 2022 - Jun 2023 (1 year 1 month)

Acted as incident commander for business-critical major incidents, opening bridge calls and driving resolver groups until service was restored, handling about 25 P1/P2 incidents per month. Published status updates on a defined communication matrix to internal teams, external customers and senior leadership.

Major Incident Management Incident Command Bridge Call Leadership Escalation Management ITIL Communication Skills MTTR Reduction

NOC Engineer

Tata Consultancy Services

Feb 2021 - May 2022 (1 year 3 months)

Monitored critical airline infrastructure and applications 24/7 using BMC TrueSight, triaging events and alerts across network, server, access and telecom devices. Resolved P2/P3 incidents and service requests in BMC Remedy within SLA, coordinating with resolver groups for faster restoration.

NOC Monitoring BMC True Sight BMC Remedy Incident Management Service Request Management SLA Management Network Monitoring Server Monitoring

Virtual Customer Service Executive

Amazon India

Jun 2020 - Jan 2021 (7 months)

Supported North American customers over voice and chat in 24/7 rotational shifts, building the cross-cultural communication used in client-facing ITSM roles.

Customer Service Voice support Live Chat Cross Cultural Communication 24 7 Operations