Pavithra Murugan Email and Phone Number

• Managed and resolved major incidents impacting HPE’s IT Services, ensuring timely restoration of services and minimal disruption to business operations.• Developed and maintained incident management processes and procedures, ensuring adherence to ITIL best practices and company standards.• Coordinated with multiple technical teams, business stakeholders and senior leadership to effectively manage and resolve incidents and provide status updated to key stakeholders.• Conducted incident management training for technical teams and end-users, ensuring awareness and understanding of incident management processes and procedures.• Led post-incident reviews to identify the root cause of incident, leading to a 25% decrease in incident recurrence and implemented problem management strategies reducing problem backlog by 40%.• Managed the end-to-end change management process, ensuring changes were evaluated, approved, and implemented successfully.• Facilitated CAB meetings and ensure compliance with change management policies.• Monitored and reported on key management metrics and KPIs, and developed plan for continuous improvement.• Maintained strong relationships with customer and stakeholders ensuring customer satisfaction and effective communication during Major Incidents.

➢ In HR internship, handled the overall works of the team by assigning tasks to the team members and check onto their work completion and choose the best one among the team as a star performer of the week.➢ Meetings will be held with the senior leadership of the organization, will be showing of all the records and works via presentation.➢ Apart from assigning the tasks, will be having the team meeting to discuss about implementing new ideas for the betterment of the Organization.

➢ Utilized excel to manage and analyze large datasets, generating insights for business decisions.➢ Support senior analyst in the preparation of business cases and feasibility studies.➢ Conducted detailed statistical analysis and evaluations of business operations and performance, completingweekly reports, and presenting findings to managers.➢ Collaborated with developers and product management team to assess project outcome and prioritize futureapp features.➢ Participated in Agile sprint planning and retrospectives, prepared burndown chart in continuous improvementefforts.