Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Khada Acharya

Salt Lake City,UT

Summary

Seasoned Technical Incident Manager with the experiences of successfully executed ITIL and ITSM procedures. Continually exceeds expectations by utilizing appropriate Incident Management Tools, and Technology Stack.

Overview

8
8
years of professional experience

Work History

Technical Incident Manager

SoFi Technologies
01.2019 - 01.2024
  • Successfully executed ITIL and ITSM procedures, enhancing process maturity within the Technology division.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Managed major incident conference calls, serving as Situation Leader, Scribe, and Communications coordinator.
  • Automated incident handling to improve response efficiency and acted as Change Manager for high-risk changes, conducting impact and risk analysis
  • Oversaw the incident and problem management lifecycle, ensuring stakeholder engagement and timely updates to senior IT leadership.
  • Developed organization-specific Standard Operating Procedures for Incident and Problem Management in alignment with ITIL framework and provided training to Business Units.
  • Authored Runbooks for Security, Fraud, and Privacy Incident Management.
  • Managed incident reporting through analytics platforms and led weekly root cause analysis meetings with senior leadership.

IT Ops Analyst

SoFi Technologies
11.2017 - 01.2019
  • Managed and streamlined internal reporting processes and provided comprehensive tier 1 and 2 technical support
  • Ensured the smooth operation of IT systems daily, focusing on data backup strategies
  • Engaged in the study and optimization of IT systems, performing maintenance, upgrades, and troubleshooting, while also analyzing network configurations
  • Evaluated and reinforced digital security measures, pinpointing enhancement opportunities and formulating technical specifications.
  • Innovated by creating and disseminating reusable technical solutions to expedite development workflows
  • Delivered superior customer service by promptly addressing inquiries from both internal and external stakeholders
  • Skillfully analyzed complex information to simplify processes and foster improvements.

IT Technical Support

Apple
12.2015 - 11.2017
  • Provided continuous troubleshooting support and solutions for Apple product users via telephone
  • Handled software installations, system maintenance, and hardware diagnoses remotely.
  • Assisted new and existing customers in navigating Apple technology efficiently
  • Conducted training for end-users on hardware and software usage while resolving system errors effectively
  • Managed support tickets to ensure uninterrupted IT operations and maintained high standards of customer service
  • Reported recurring issues to drive strategic improvements within the company.

Education

Bachelor of Science - IT Management

Western Governors University
Salt Lake City, UT
05.2024

Associate of Science - Business Information Systems

Salt Lake Community College
Salt Lake City, UT
12.2017

Skills

Incident Management Using ITIL Foundation Framework

Technical Operations Analysis

Software Rollout Monitoring

Application Error Resolution

Operational Process Streamlining

Internal Technical Support Provision

Software Installation & Project Management

Deadline Meeting & Resource Allocation

  • OpsGenie
  • DataDog
  • Tableau
  • Kibana
  • SQL
  • Atlassian Administration Suite (Jira, Confluence, Analytics, Automation)
  • AWS Cloud Platforms

Timeline

Technical Incident Manager

SoFi Technologies
01.2019 - 01.2024

IT Ops Analyst

SoFi Technologies
11.2017 - 01.2019

IT Technical Support

Apple
12.2015 - 11.2017

Bachelor of Science - IT Management

Western Governors University

Associate of Science - Business Information Systems

Salt Lake Community College

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Khada Acharya