Swikriti Sachan
@swikritisachan
I’m a Problem Management specialist improving reliability through RCA, CAPA, and ITIL process rigor.
IndiaWhat I'm looking for
I’m a Problem Management specialist who leads end-to-end RCA for high-priority cases, reviews supplier and business P1 incidents, and drives proactive problem management to prevent repeat impacts. I run weekly and monthly problem reporting with trend analysis, CSI, and 5 Why / Fishbone investigations, and I handle startup calls for new P1 problems to secure logs and accelerate resolution.
In my recent role as a Senior Specialist at HCL Tech, I prepare RCA documents with technical teams, create CAPA, and follow up until closure after approvals from leadership—then resolve the problem ticket. Previously, as Problem Manager & Reporting Manager at Capgemini, I met problem SLA targets, reduced incident counts with customer-focused RCA presentations, and supported MTTR availability reporting for P1 & P2 cases, plus quarterly training for process awareness; earlier, as an Associate Consultant (L2 ITIL), I supported incident and knowledge/problem management under SLA.
Experience
Work history, roles, and key accomplishments
Led end-to-end RCA and CAPA for high-priority (P1) supplier and business problem cases, driving proactive problem management across suppliers. Achieved P2 problem KPI for three consecutive months (Dec 2023–Feb 2024) and performed monthly quality checks for P1 cases (Jun–Sep 2025).
Managed reactive and proactive problem management to ensure problem ticket SLA compliance using 5-Whys and customer-facing RCA. Produced monthly KPI/known error reporting and availability MTTR updates, and delivered quarterly Problem Management process training for stakeholders.
Provided L2 ITIL Incident and Problem Management, including major incident management, knowledge management, and RCA sessions to secure customer approvals. Ensured SLA-adherent ticket delivery and supported incident/problem reporting.
Education
Degrees, certifications, and relevant coursework
PSIT College of Higher Education
Bachelor of Computer Applications (BCA), Computer Applications
2015 - 2018
Grade: 70.41% (D.D.)
Completed a BCA at PSIT College of Higher Education in Bhauti, Kanpur, scoring 70.41%.
D.D Education Centre
Intermediate, General Education
2014 - 2015
Grade: 61.83% (D.D.)
Completed Intermediate at D.D Education Centre in Ramaipur, Hamirpur Road, Kanpur, scoring 61.83%.
D.D Education Centre
High School, General Education
2012 - 2013
Grade: 83.40% (D.D.)
Completed High School at D.D Education Centre in Ramaipur, Hamirpur Road, Kanpur, scoring 83.40%.
Availability
Location
IndiaAuthorized to work in
Job categories
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