Nithyasri Chiluka
Nizamabad
Summary
Results-driven IT management professional with 4 years of experience and deep expertise in handling critical incidents and restoring services swiftly. Proven ability to lead cross-functional teams through complex problem-solving, ensuring minimal downtime and high operational efficiency. Strong focus on communication, adaptability, and fostering a collaborative environment to achieve optimal outcomes. Skilled in incident response, root cause analysis, and stakeholder management.
Overview
4
4
years of professional experience
Work History
Major Incident Manager
Teleperformance
03.2024 - Current
- Handled 300+ processes and 45+ Incidents within a span of 7 months
- Effective Resolution: Consistently met SLAs for incident resolution
- Effective Communication: Ensured clear communication between domain teams and Stakeholders
- Comprehensive Documentation: Maintained accurate records for knowledge management
- Data-driven Improvement: Analyzed incident trends for continuous process refinement
- Best practice Implementation: Adhered to ITIL standards for Incident management practices
- Process Optimization: Established a robust incident reporting system to track progress and identify areas for improvement.
- Technical and Leadership: Demonstrated problem-solving abilities under pressure
Incident Management Analyst
Wipro Limited
11.2020 - 02.2024
- Managed incidents raised via ticketing tools and customer requests
- Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques
- Ensured SLA compliance and regular stakeholder updates
- Identified and documented root causes and workarounds
- Proficiently handled escalated and chronic issues, focusing on KPIs
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions
Education
Executive PG Diploma in Business Management - IT Infrastructure Management
Symbiosis Centre For Corporate Education
Pune, Maharashtra01.2023
Bachelor of Commerce - Computers
Nishitha Degree And PG College
Nizamabad, Telangana01.2020
Skills
- MS Office
- C language
- Tally
- SQL
- Creative spirit
- Quick learner
- Documentation skills
- Metrics Tracking
- Interpersonal and written communication
- Effective time management
Languages
Telugu
English
Hindi
Timeline
Major Incident Manager
Teleperformance
03.2024 - Current
Incident Management Analyst
Wipro Limited
11.2020 - 02.2024
Executive PG Diploma in Business Management - IT Infrastructure Management
Symbiosis Centre For Corporate Education
Bachelor of Commerce - Computers
Nishitha Degree And PG College
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