Summary
Overview
Work History
Education
Skills
Timeline
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Tina Babu

San Francisco,CA

Summary

Solution-focused Incident and Problem Manager known for high productivity and efficient task completion. Specialize in root cause analysis, incident management, and continuous improvement processes. Excel in critical thinking, communication, and collaboration to address complex issues and drive sustainable solutions. Committed to leveraging technical knowledge and soft skills to enhance operational efficiency and mitigate risks.

Overview

17
17
years of professional experience

Work History

Incident and Problem Manager

JP Morgan Chase
San Francisco, CA
07.2023 - Current
  • Established critical incident procedures and maintained business operations at Heritage First Republic Bank.
  • Led cross-functional teams to diagnose and troubleshoot service impacting issues.
  • Conduct comprehensive investigations to determine root causes of critical and high-impact issues.
  • Worked with diverse stakeholders to implement solutions for improved system performance.
  • Execute action items and recommendations based on problem analysis.
  • Maintained 24x7 on-call schedule efficiently despite reduced team capacity due to merger.

Incident and Problem Manager

First Republic Bank
San Francisco, CA
09.2021 - 07.2023
  • Led cross-functional teams to diagnose and troubleshoot service-impacting issues.
  • Enabled swift decision-making by evaluating impact scenarios and prioritizing urgent incident responses.
  • Authored well-written executive summaries for critical incidents.
  • Conducted thorough analysis to identify root causes of critical and high-impact escalated issues.
  • Coordinated efforts of diverse teams to deliver optimal solutions for operational efficiency.
  • Tracked execution of recommended actions from problem analysis to closure.

Information Technology Business Analyst

MUFG Union Bank
Irvine, CA
08.2020 - 09.2021
  • Spearheaded migration from legacy Loan Origination system to a cloud-based platform on Salesforce nCino.
  • Maintained consistent data quality throughout the legacy-to-cloud migration.
  • Collaborated closely with business teams to comprehend and document requirements on JIRA.
  • Collaborated with Technology and reporting teams to profile data across multiple databases.
  • Collaborate with IT Team to identify platform limitations and propose optimal solutions.
  • Generated and validated reports to maintain data integrity post-release.

Project Lead

Cognizant Technology Solutions
India
06.2012 - 02.2015
  • Managed in-house systems and 3rd party systems from various vendors.
  • Attended project meetings along with clients and stakeholder
  • Managed project timelines, resources, and data to ensure requirements, scope, and objectives were met.
  • Developed project reports regarding the progress of the project
  • Ensured team focus remained on the task.
  • Oversaw scheduling for third-party vendor relations.
  • Ensured that any challenging situation was promptly and effectively resolved
  • Reviewed team performance and provided relevant suggestions for improvement.

Onsite Project Manager

Marks and Spencer
London
06.2011 - 05.2012
  • Attended project meetings to grasp software features and project scope.
  • Facilitated cross-functional collaboration among clients, stakeholders and SMEs for streamlined project delivery.
  • Validated and sanctioned test results.
  • Coordinated Go-live confirmation for project on target timeline.
  • Delivered Level 2 support addressing post-release issues effectively.
  • Coordinated incident calls in WAR room involving 3rd party vendors and IT teams to ensure SLA compliance.
  • Executed escalation steps efficiently, engaging with development teams and vendors for incident resolution.
  • Maintained knowledge base by documenting incident details in ServiceNow.

Production Support Analyst

Cognizant Technology Solutions
India
12.2007 - 06.2011
  • Provided 24/7 support for all Marks and Spencer applications including batch monitoring
  • Delivered Level 2 and Level 3 support for any Foods application batch job issues, ensuring timely involvement of third-party vendors.
  • Coordinated with Incident Management and stakeholders to ensure proper escalation.
  • Performed code analysis and debugging to address complex user issues.
  • Executed bug fixes consistent with the Change Management Process.
  • Resolved tickets and production issues in a timely manner to uphold the agreed SLA
  • Traveled onsite to London from June to August 2010 for Knowledge Transition on a new third-party application, Quantum.
  • Conducted reverse KT for team to ensure smooth onboarding before project implementation.

Education

Bachelor’s - Information Technology

Mahatma Gandhi University
India

Skills

  • Incident management
  • Root cause analysis
  • Service improvement
  • Cross-functional collaboration
  • Effective communication
  • Risk assessment
  • SLA compliance

Timeline

Incident and Problem Manager

JP Morgan Chase
07.2023 - Current

Incident and Problem Manager

First Republic Bank
09.2021 - 07.2023

Information Technology Business Analyst

MUFG Union Bank
08.2020 - 09.2021

Project Lead

Cognizant Technology Solutions
06.2012 - 02.2015

Onsite Project Manager

Marks and Spencer
06.2011 - 05.2012

Production Support Analyst

Cognizant Technology Solutions
12.2007 - 06.2011

Bachelor’s - Information Technology

Mahatma Gandhi University

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