Surabhi Raghu

Incident Management/ ISTM and Application Support L2 & L3.

• Directed 24/7 incident management operations, ensuring P1/P2 incidents met >95% SLA adherence.
• Led Major Incident process, coordinating cross-functional teams for swift resolutions under ITIL practices.
• Managed on-call rotations and shift transitions, facilitating smooth knowledge transfer for global operations.
• Supervised support engineers, optimizing workload distribution and enhancing first-call resolution rates.
• Acted as primary on-call lead for critical incidents in a global support model.
• Provided L2/L3 application support, troubleshooting production issues, reducing Mean Time to Resolution by 20%.
• Served as primary escalation point for over 3,000 end-users, maintaining high satisfaction and receiving client commendations.
• Implemented ITIL best practices to enhance incident categorization, prioritization, and escalation workflows, enhancing operational efficiency.
• Mentored and guided new joiners, improving team performance and incident-handling efficiency.
• Indulged in creating knowledge bases (KBs) and also developed knowledge documents for troubleshooting procedures in order to increase efficiency.
• Collaborated with L3 teams to address and escalate complex issues.
• Maintaining and ensuring stringent adherence to quality standards, identifying gaps, and opportunities.
• Realizing process improvements, applying different tools and techniques available within the process to enhance productivity and profitability.
• Keeping an eye on the client's requirements and coordinating with the development and implementation team to fulfill the requirements for the client so as to maximize the customer satisfaction level.
• Communicating with different territory clients, such as those in the US and UK, over the phone for the requirements or requests for incident resolution.
• Provided timely backend resolutions for some of the implementation issues using SQL scripts.