Meghana Khandke Email & Phone Number

Pune, Maharashtra, India

Experienced Incident Manager with a demonstrated history of working in the manufacturing industry. Currently leveraging 13 years of expertise at Woodbridge Foam Pvt Ltd to ensure operational resilience and minimize downtime through effective incident response strategies.🔹 Proven track record in managing critical incidents from identification through resolution, focusing on swift restoration of services while adhering to best practices and minimizing impact on business operations.🔹 Skilled in coordinating cross-functional teams, including IT, operations, and executive leadership, to swiftly assess situations, communicate effectively, and implement solutions that mitigate risks and enhance operational efficiency.🔹 Strong analytical and problem-solving abilities, combined with a proactive approach to incident management, to preemptively address potential issues and optimize incident response procedures.🔹 Dedicated to continuous improvement and professional growth within the incident management field, ensuring Woodbridge Foam Pvt Ltd remains resilient and adaptive in a dynamic business environment.

Pune, Maharashtra, India

• Learning Metrics and Performance Management:• Supervise structured learning metrics and analyze their results for the assigned territory and region.• Manage live performance metrics, ensuring end-to-end monitoring and improvement.• Develop clear, strategic learning paths to enhance staff competence and confidence.• Conduct training sessions on new processes and deliver various training courses for continuous learning.• Incident Management and Escalation:• Follow the correct escalation process for major incidents, both functional and hierarchical.• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders.• Provide first-line investigation and diagnosis of all incidents and service requests for tools.• Route incidents to the programming team for resolution of ground-level challenges.• Learning Management Systems and Project Understanding:• Develop and manage high-performing Learning Management Systems, ensuring regular updates to development content.• Develop a deep understanding of projects to gain insights into service delivery scope and implementation.• Reporting and Analysis:• Maintain data and generate reports as per business requirements.• Establish a strong connection with the programming and operations teams to solve incidents effectively.• Collaborate with operations leaders during station audits to ensure process compliance and address immediate gaps.• Create change management strategies to achieve organizational goals.• Incident Documentation and Process Improvement:• Document post-incident reviews, sharing in-depth insights into incidents and leading weekly connects.• Plan and coordinate activities related to process performance, monitoring, and reporting.• Lead individual improvement projects to enhance business performance.

Pune, Maharashtra, India

• Introducing New tools, new portals to the employees to increase productivity.• Identify the incidents routing to the department.• Prepared documentation and reporting for executive team on a weekly, monthly and quarterly basis using ServiceNow tools and PowerPoint presentations.• Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.• Created additional process orientation path to enhance productivity and save the cost.• Monitored industry changes and adapted training to reflect trends and updates.• Responsible for ensuring that Root cause analysis entries are identified during Major Incidents and RFCs created , tracked, and followed through to completion after service restoration.• Established standard procedures for managing change efficiently in an effort to drastically minimize the risk and impact a change can have on business operations.• a process for planning the future development of information technologies and how they will fit into the existing technology stack.• Trained executives on selling processes, product knowledge, and technology.

Pune, Maharashtra, India

• Trained users on proper way to perform tasks within the application and new features via phone, email and established support documents• Conduct specific training need assessments to support the employees.• Preparing training calendar.• Completing on boarding process of participants.• Built effective relationships with Operation Managers and the business to maintain understanding of the impact of incidents affecting the key service lines.• Providing leadership and support to subordinates.• Ensured that systems were monitored to provide maximum efficiency, early detection of pending issues, and to minimize ageing.

Pune, Maharashtra, India

• Measured and accurately processed materials to minimize wastage.• Identified issues, analyzed information, and provided solutions to problems.• Trained and mentored employees to maximize team performance.• Consult and coach project teams.• Create actionable deliverables for the core change management plans: Sponsor Plan, People Manager Plan, Communications Plan, and Training Plan.• Identify TNA and conduct refresher sessions to support operations.• Conducting New Hire Induction, Process Specific Training. Regular classroom and On-the-Job training for all employees.• Coordinating with client team and conducting training sessions.• Support and engage senior leaders• Improve knowledge / Audit scorers through refresher program.• Evaluate and ensure user readiness• Manage stakeholders• Track and report issues• Define and measure success metrics and monitor change progress.• Support change management at the organizational level• Make initial customer contact through visits or calls.

Pune, Maharashtra, India

• Mapping Clients requirement and coordinating in developing and implementing processes in line with the guidelines specified by the client.• Monitoring the overall functioning of process, identifying improvement areas, and implementing.• Initiate and drive projects that would increase customer satisfaction, Productivity and process.• Identify, initiate, schedule and conduct incident reviews.• Set Goals and deliverable for the team to carry out their activities (KPIs).• Ensure all the KPIs of Training are met on monthly basis such as Training Throughput, First time attempt, Training Attrition.• Plan, prepare and deliver training according to the training packages.• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades• Publish ageing reports from the Incident management Dashboard.• Conduct specific training need assessments to support the employees.• Monitor and measure effectiveness of training programs and provide necessary feedback to the corporate team for necessary changes when required.• Design content for training programs.• Created plans and communicated deadlines to complete projects on time.

Pune, Maharashtra, India

• Collaborating with technical design teams to set standards for software, hardware, and security• Handle the queries on their needs.• Take care of all escalated issues.• Leading both physical and virtual teams for driving resolutions.• Initiated escalations to Executive Management, vendors, and/or other groups where appropriate.• Developing and implementing plans to manage change.• Leading, coordinating, and managing change management activities.• Making daily reports.• Developing excellent working knowledge of industry trends and improvements in processes.• Achieving service time and quality targets.• Developing a deep understanding of projects to gain insights into the scope of service delivery• Implementing more efficient processes and reduced wasted resources.