Pranali Sawarkar Email & Phone Number

Nagpur, Mh, In

Hyderabad, Telangana, India

Pune, Maharashtra, India

• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement • Monitors the Incident queue and ensures that all incidents are responded to and resolved as per the defined SLA• Keep users informed about their Incidents’ status at agreed intervals• Create daily handover shift report on what happened in the working hours and send it to the team and higher authorities.• Drive the calls for SLA audit and stakeholder meetings.• Create SLA audit MOM and internal Sync-up MOM on what happed in the call on weekly basis and send it to the higher authorities.• Determine the RCA for the weekly outage incident and how to rectify it if it happens again.• Worked on Power BI Report i.e. daily correcting data as per the business requirement.• Hands on Microsoft incident dashboard in which we can raise an incident and resolved the incident.• Coordinate with the team for major incident issues. Bridge call with all support team required and do technical or checkpoint call whenever required.• Drive the bridge call for P1 and P2 incident with required support team.• Worked on P1, P2, P3 and P4 incident.• Hands on experience on Kusto Explorer, Microsoft Incident Management dashboard, JIRA and Microsoft Dynamic 365 wiki.• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible• Responding to a reported service incident, identifying the cause, and initiating the incident management process.• Prioritizing incidents according to their urgency and influence on the business.• Worked on Tenant-to-Tenant migration, Geo-to-Geo migration, Datacenter move, Scale group move, Region migration, App-update, DB-update and client/server-side feature control bit (FCB) enablement/disablement Incident.• Determines if an incident needs to be escalated according to priority and severity of the issue.