Anuradhadevi User

As a Problem Manager, my role is to perform root cause analysis of reported incidents, ensuring the root cause/issue is identified using various RCA techniques. I handle Major Incidents daily, acknowledging them, getting the right teams on a bridge call, and driving the call throughout the incident process.

Managed over 200 major incidents, achieving 98% resolution within SLA targets. I implemented process improvements reducing incident resolution time by 30% and successfully trained and mentored a team of 10 incident coordinators.

Led cross-functional teams resolving incidents with a 95% customer satisfaction rate. I oversaw and guided all activities of the Service team, ensuring adherence to best practices and maintaining service level agreements.

Actively handled Major Incidents, from ticket creation to closure, and drove calls with required teams to provide resolutions to customers. I managed dashboards to check incident trends and worked on improvement plans.

Handled all P2 and P3 incidents across multiple accounts, interacting with required teams to get updates and provide them to stakeholders. I was responsible for preparing PIRs after incident resolution and providing them to customers.

Studied a Bachelor of Technology at VKR, VNB G AGK College of Engineering in India. The program ran from August 2015 to May 2019, providing a comprehensive education in engineering principles.