renuka pericherla

* Incident Management (e.g. chat channel, audio bridge creation and taking care of the incident until it is resolved). * Managing "Critical" or "High" Incidents to ensure timely completion * Escalation / Call Out on request only * Overseeing all Incidents and user service requests for timely completion * Monitoring of tickets and taking the actions necessary to meet Customer service targets * Client satisfaction for Incidents * Incident Review and Reporting on ticket resolution * Initiation of Problem Process for problems identified by Incident Management * Ensuring correct execution of Incident Management Processes * Producing management information, including KPIs and reports

* Over 4.5 years of experience in IT enabled services, Information Technology and Service Management. * Responsible for Incident Management, Change Management and performance of Teams. * Coordinating with different IT Team to ensure the closure of incidents within agreed SLA’s. * Responsible for Installing, Monitoring and troubleshooting Windows and Server maintenance. * Enthusiastic, committed and pro-active approach to work and high-level of customer service focus.