Diksha Golait

As an Incident Manager with over 6 years of experience, I have honed my skills in resolving critical incidents and driving service operations to ensure compliance with SLAs. My ITIL certification complements my expertise in incident analysis, process improvement, and effective stakeholder communication. I thrive in high-pressure environments, coordinating cross-functional teams to minimize business impact and enhance service reliability.

At HSBC, I effectively managed critical incidents using ServiceNow, achieving a remarkable 99% success rate in meeting SLA deadlines. By leveraging tools like Splunk for log analysis, I successfully reduced repeat incidents by 25%. My initiatives, such as implementing automated alerting systems via PagerDuty, improved incident response times by 30%, showcasing my commitment to operational excellence.

In addition to my technical skills, I prioritize team collaboration and knowledge sharing. I have streamlined incident follow-up processes, enhancing adherence by 20% through effective documentation in Confluence and JIRA. My ability to deliver actionable insights through detailed Power BI reports has empowered leadership to identify trends and implement strategies that enhance operational efficiency.