Mrunali Humane Email & Phone Number

Pune, Maharashtra, India

• Handled critical issues and led offshore teams for the same.• Involved in Stakeholder Management, Incident Management, Problem Management, Change Management, Risk Management and point of contact for application support.• Interacted with Business customers, and users to understand the issue or to get required inputs.• Change Management- Raised and performed CRs.• Prepared and implemented 24X7 support shift coverage, managing L1 support team.• Built and maintained Netcool incident dashboards to analyse system performance and support preventive ticket response• Assisted team in outperforming business targets, problem-identifying and solving abilities for quality assurance metrics and attaining a good accuracy rate on issues solved.• Performed root cause analysis of problems in the production environment and automated methods to prevent repeated incidents, boosting capacity.• Collaborated with clients to effectively translate business requirements into usable user stories for the development team.

Pune, Maharashtra, India

• Worked in Infrastructure support service delivery platforms as an application support team member.• Monitored infrastructure events/ incidents through the Service-Now ticketing tool.• Categorized and assigned correct priorities to the alerts.• Resolved Incidents and service requests with minimal delay.• Informed and educated all stakeholders on the impacts and improvements of the issues.• Provided remote support (24*7) for critical servers as per SLA.• Change Management-Raised CRs and follow up for approvals.

Masters, Project Management

Focus area: Management of Projects | Quality Management | Project Management Techniques |Risk Management | Data Handling | Sustainability.

Bachelor Of Engineering - Be, Electronics And Telecommunication