Shreyanjali Pandey

Experienced incident management analyst with a demonstrated history of working in the information technology and services industry. Providing users end resolutions with different hardware and software related issues. Skilled in Handling ticketing tools with ServiceNow and BMC remedy.  

Experienced incident management professional with a strong background in effectively handling and mitigating disruptions to ensure seamless business operations. Proven ability to lead cross-functional teams, identity root causes and implement preventive measures. Skilled

in communication, problem-solving and utilizing incident management

tools to minimize downtime and maintain service excellence.

Dedicated senior incident management

analyst with 3 plus years of experience in

effectively mitigating and resolving critical

incidents. Proficient in incident response,

coordination and communication, ensuring

minimal business disruption and swift issue

resolution.

Orchestrated rapid response to high-

severity incidents, minimising downtime.

Collaborated with IT teams, ensuring timely

resolution and effective communication

throughout incidents.

Conducted thorough root cause analysis

and implemented corrective actions to

prevent future incidents.

Streamlined incident management

processes, reducing average incident

resolution time.

Coordinated incident resolution efforts,

liaising with technical teams and

management.

Maintained comprehensive incident records,

ensuring accurate documentation and

reporting.

Hands on experience in BMC Remedy Tool

and Service Now.

Overseeing end to end incident handling

processes.

Successfully managed major incidents and

resolved incidents based on severity and

priority, adhering to established SLAs.

Proficient in establishing effective client

connections, ensuring seamless process

updates.

Committed to optimising service excellence

and client satisfaction through precise

quality control measures.

Client- centric approach, fostering positive

client relationship through clear

communication.

Proactively sharing process updates to

ensure transparency and alignment.

Skilled with Service-Level Agreements(SLA), SAP Access, SharePoint, ITSM, Incident Management, Problem Management, VMware, ServiceNow Ticket Documentation, Azure Active Directory, Microsoft Office 365, Analytic Skills, ITIL, Technical Analysis, Application support, User Satisfaction, System Administration, ServiceNow Product Support, Windows Operating Systems, SD Support, Customer Relationship Management(CRM), Software Testing.