Surabhi Mathur Email and Phone Number

• Compiling, analyzing and reporting statistical data and trends relating to service level compliance and operational effectiveness; reviewing incident, problem, change and request aging and working with resolver group members to ensure compliance with process guidelines.• Reviewing trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues.• Working closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.• Managing service level agreements (SLA) and deliverables to drive continuous enhancement in service performance; participating in service status meetings, provide analysis, and raise efficiency improvement requirements.• Developed appropriate communication strategies and chair problem management and RCA meetings.• Drove the root cause analysis and producing the RCA documentation within SLA.• Executed proactive problem management analysis to identify and minimize future problems as well as regular updates and monitoring reports to ensure areas are informed; managed major incidents from identification to service restoration and closure.• Adhered to the Responsibilities detailed in the Incident Process; leveraged technology to issue all communications and provided key stakeholder management.• Ensured all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.• Provided training and mentoring for functional teams to ensure that process guidelines are understood and followed.• Evaluated training and development programs, and prepared reports for management in areas such as usage, engagement and performance; conducted a development needs assessment and compose a list of training objectives.