laavesh AR

Determined, energetic and diligent professional with over 6+ years of experience as a Major Incident manager, Customer care professional Seeking an opportunity to utilize my talents ion professional capacity, employing comprehensive knowledge and vast professional experience

Experienced in Critical incident manager (Shift Lead) – Major incident management. (ITSM) • Establish strong command Control of an P1 and P2 Incidents, establishing clear accountability and evaluation of complex application and batch issues. • Own and drive Major Incident Management bridge calls and chat with production management, application development, infrastructure teams and senior leadership with the purpose of remediating customer impacting incidents quickly. Perform RCA after the issue is resolved. • Engagement and guidance of Change Management in order to mitigate high impact incidents, alignment and follow up for all lower priority situations. • Management of incidents/customer, in order to maintain the highest level of availability/satisfaction. • Responsible for the creation and automation of the Weekly Reports to be delivered to the customers and Management.B

B.Tech IT graduate, Pursuing ITSM Cert