Dimple Shiriskar

I am an experienced IT professional with 10 years of experience in both proactive and reactive Major Incident and Problem Management. Additionally, I am ITIL Certified in IT Service Operational Support and Analysis and B2 Level Certified in German Language. I have worked on multiple IT Transition and Operational Projects for Incident Management and Service Desk in Finance and Automobile domains.

Engaged on all Major Incidents and drive bridge calls, coordinated with multiple IT Teams to restore the services at the earliest. Create Post Incident Review report. Coordinate with Problem Management and the Technical Teams to evaluate the root cause of the Incident and steps to prevent the Major Incident occurrence in future. Maintain Knowledge Base and generate daily, weekly and monthly Major Incident Reports.

Completed Service Transition of Travelex IT Service Desk and Incident Management Team from United Kingdom to India. Supported from Testing to Go-Live of one of Travelex's Major Clients. Was part of the Pilot Team that setup the Major Incident Management project successfully. Perform End to End Incident Management. Identify recurring Incidents and log Problem Records, coordinate with Problem Management Team. Quality Coach of the Team - Perform call / email/ ticket audits. Maintain the Knowledge Base.

Project - Jaguar Land Rover (UK) - Log high priority incidents for issues that have a business impact. Perform end to end Incident Management and ensure resolution of the issue within the given SLAs. Coordinate with the Support Teams for Root Cause Analysis and P1 reports submission. Identify recurring Incidents and log Problem Records. Train the new employees and maintain the Knowledge Base.

HARMAN (JBL) PROJECT - Desktop Support for Harman end users (UK, US, Europe and APAC) through calls, emails and Remedy Ticketing Tool. Assisted with first level troubleshooting and Incident Management process for Harman Client. AVAYA PROJECT - Member of the local Network Team. Configured and maintained Avaya Media Gateways, Communication Servers, DHCP and DNS Servers.