Nimisha Sidhi

April 2019 — July 2019 Tools Used: BCP, JIRA, SPC Client: SAP Labs • Monitor assigned Applications or Services, Investigate, and diagnose Major Incident to restore failed application or Service as quickly as possible. • Document troubleshooting steps and service restoration details for accurate timeline. • Managing bridge lines (Major Incident Calls) and driving the incidents to resolutions. • Picking up the request from the internal chat room (HPVR) and escalating it

Client: Amadeus Software Labs India Pvt Ltd Tools Used: ServiceNow, Win@proach • Works with project management to facilitate project team meetings, manages agendas • Assist with developing the Release Management organization • Assist in setting up framework for cross-central team communication, coordination of integration among components, and provide related governance • Works with project management to facilitate project team meetings and manage agendas

• Work with developers, product managers and operations engineers to define, manage and execute milestones for each release • Engage with development teams not currently under Release Management to establish release management processes • Build and align the organization’s release calendar, working closely with development managers and release managers from other platform teams • Knowledge of Release Management, Configuration Management, Identity and access management

Provided outstanding technical support to clients. • Worked to motivate and support all creative staff, resulting in excellent workflow and productivity. • Take ownership of customer issues reported and see problems through to resolution. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Provide prompt and accurate feedback to customers.