Hema Tiwari
Melbourne
Summary
Skilled Incident & Problem Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.
Overview
6
6
years of professional experience
Work History
Software Engineer
Unisys Global Services India Pvt. Ltd
Bangalore
12.2011 - 10.2013
- Novartis POD Team.
- Client : Novartis.
- Environment : ITSM 7.6.03, O/S: Windows Server 2008, Database: SQL Server 2008.
Incident Manager and Problem Manager
01.2012 - 10.2013
- Managed all the Incidents, Problem and Change tickets.
- Ensured all the tickets are performed under defined SLA limits.
- Also the ITIL processes set up for Incident/Problem/Change Management modules are kept into consideration by our team members at the time of updating the incidents/problem and change tickets.
- Maintaining End User Satisfaction with the solutions provided by our support team members.
- Conducted MOM every day among all the team members for discussing the issues.
- Performed root cause analysis of the problems.
- Proactively resolved many issues which can result in many incidents.
- Created documents for Incident, Problem and Change Management.
- Keep on implementing the new and better ways to improve our support services.
- Handled critical issues and also helped the team members in fixing them.
- Created the documents of Change Impact Assessments and discussed the same in CAB meetings.
- Lead Deployment activities performed for our client.
- Verified the data provided by the end user and then config.
05.2011 - 12.2011
- The project involved Remedy ITSM implementation for one of the large company in technology area.
- Responsibilities: Worked as an Incident and Problem Manager in this project.
- Implemented and Managed Incident & Problem Management module for this project.
- Setting up classification and priority details of incidents.
- Setting up various new templates for registration of incidents.
- Performing various other day to day support activities regarding Foundation data configuration and guiding Support Team with functionalities of Incident & Problem Management.
- Established the processes for Incident & Problem Management as well as created the documents for the same.
- Performed the root cause analysis of the problems and helped the team.
- Monitored all the incidents and problem tickets and ensured that the updates are given by the support team with full information maintaining the SLA and also the process is also followed.
- Attended weekly Post Incident & Problem Review calls with the client and other Onsite Managemen.
Software Engineer
VyomLabs Pvt. Ltd
11.2009 - 12.2011
- Project#3 : BMC Remedy ITSM 7.5 Support.
- Client : Mphasis.
- Environment : ARS 7.1, SQL-Server 2000.
02.2011 - 03.2011
- The aim of the project is complete ITSM 7.x service desk implementation and administration with various activities.
- Client Wanted to use ITSM service desk.
- They have own existing data, which they wanted to upload into the ITSM application.
- Responsibilities: Implementing Incident Management and Problem management Application Configuration of Foundation Data using DMT.
- Support to the System Project #1 : Expedio RM/OM System Client : Tech Mahindra Limited, Pune (Maharashtra) Environment : ARS 7.0, Oracle 10g.
01.2010 - 01.2011
- Expedio is Remedy based application for Request management & Order Management.
- Expedio is one of business crucial application for British Telecom to cater order management for Global Services.
- It is used to manage and keep track of its product's inventory, sales and billing, daily 2000 to 3000 requests are raised across the world.
- It is integrated with some other applications as well as Databases.
- Responsibilities: Understanding the existing application.
- Requirement gathering and study.
- Developing AR objects as per the change request.
- Writing workflows Troubleshooting & bug fixing.
- Preparing Test cases and Release Notes.
- Handling Defect calls Coordinating with onshore team for speeding up closure of the issues.
- Individually handled the multiple client requirements at a time and also helped the team in fixing the issues.
Software Engineer
Cybage Softwares Pvt. Ltd.
Pune
08.2008 - 02.2009
- Remedy ITSM 7.1 Service Desk Support Description : The organization had implemented Service-Desk with some customization done on it.
- Issues were logged in HPQC tool for defect tracking.
- Responsibilities: Worked on the issues received through mail.
- Providing RCA for closing the defect.
- Analyzing log files to debug various issues faced by end users Raising Change Request Template (CRT) if any code fix is required.
Trainee Software Engineer
Pace Compuware
Gwalior
06.2007 - 01.2008
- Project : Pareto Logic Driver Cure.
- Client : Pareto Logic.
- IDE/Technologies : Java, Eclipse 3.4-IDE for Development Operating System : Windows XP.
- Description : Checking the Particular O.S supported by the driver and uploading the details on the client FTP server.
- Analyzing the specific driver and uploading the same on FTP server.
- Uploading the software's on FTP server.
- Responsibilities: Fixing the bugs reported in Pareto Logic releases.
- Understanding the requirement and study.
- Performed Unit testing.
- Prepared release notes.
Education
Post graduate Diploma - Advanced Computing
Sun Beam Info tech Pvt. Ltd
2008
Bachelors of Engineering - Computer Science
Institute of Technology & Management
2007
Skills
- BMC Remedy ITSM Professional
- ITIL V3 Foundation certified
- Intermediate ITIL SO certified
- Extensive experience in Incident/Problem/Change/SRM/SLA along with ITSM Deployments
- Extensive experience in ITSM Application Support
- Experience in MS Office
- Experience in Windows server environment
- Process improvement strategies
- Systems implementation
- Productivity improvement specialist
- Troubleshooting and problem solving
- Team building
- Contract management
- Flexible
- Dedicated
- Relationship building
Accomplishments
Recognized as a valued team member in all my previous client projects.
Received as a Top achiever rating in my recent appraisal.
Received appreciations on my team management skills and on my self confidence to handle the critical issues with ease.
Additional Information
- Personal Details:
- Date of Birth : 28-07-1984
- Passport Number: G3012004 Visa Details : Australian Visa Grant Number (8039531907903), Visa Validity (1st Aug 2013 - 1stAug 2017). Note: Background verification done by NASSCOM (National Association of Software and Services Companies) and having a NASSCOM registration ID. I hereby declare that the above-mentioned information is true to the best of my knowledge & belief. Yours truly (HemaTiwari)
Timeline
Incident Manager and Problem Manager
01.2012 - 10.2013
Software Engineer
Unisys Global Services India Pvt. Ltd
12.2011 - 10.2013
05.2011 - 12.2011
02.2011 - 03.2011
01.2010 - 01.2011
Software Engineer
VyomLabs Pvt. Ltd
11.2009 - 12.2011
Software Engineer
Cybage Softwares Pvt. Ltd.
08.2008 - 02.2009
Trainee Software Engineer
Pace Compuware
06.2007 - 01.2008
Post graduate Diploma - Advanced Computing
Sun Beam Info tech Pvt. Ltd
Bachelors of Engineering - Computer Science
Institute of Technology & Management
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