Tika Thapa Email & Phone Number

London Area, United Kingdom

Responsible for leading technical support teams in swiftly restoring services during service disruptions and outages to critical technology platforms and applications. Proficient in communicating complex technical information effectively to both technical and non-technical stakeholders, including senior and executive management.Orchestrated and chaired technical and management bridge, assigning tasks to relevant attendees, and disseminated post-conference reports. Led major incident calls including during the CloudStrike outage. Acted as first point of contact for major incidents within Charles Stanley and RJIS offices. Developed MI slides for monthly MI meetings and presented. Delivered comprehensive email communications to diverse audiences detailing incident specifics, including executive communications as necessary. Recognized as Tech Ops employee of the month for July 2024 for professional attitude, ability to stay calm under pressure, adaptability and versatility. Volunteered during DR weekends and extra work during hurricanes Helene and Milton.

Reading, England, United Kingdom

Responsible for managing critical (P0/P1) and highly escalated incidents from start to finish by taking ownership of the incidents and acting as a single point of contact in a 24x7 real time operations. Met 100% of the SLA targets on the critical incidents. Managed the communication throughout the lifecycle of the incident to all internal and external stakeholders.o Led technical and management bridge calls involving various technical teams, getting on call Level 3 support, and simplifying the technical information to relay to upper management and customers.o Ensured accurate timely, proactive communications with key stakeholders throughout critical incident lifecycle.o Managed Emergency Service Network to support critical communication needs of the Emergency Services. Worked alongside Availability Managers on deployment of temporary solutions to maintain the availability in the network.o Provided input and support to the Problem Management team for investigations for root cause analysis resulting in prevention of potential critical incidents.o Created post incident reports [Major Incident Report (MIR)] and incident logs to empower the Problem Management team for further investigation.o Filled in for Operations Centre Manager (OCM) when required to ensure the escalations are responded and the operation meetings are run.o Made presentation on daily operation calls to summarize the plan of action for any ongoing incidents. Attended customer calls as required on daily, weekly, monthly basis.o Supported Operations Centre Manager and Change Management team to identify gaps in planned works and presented cases of emergency changes.o Acted as escalation path for major and critical incidents to ensure service is restored urgently and within agreed service level targets. o Provided education, guidance and support to ensure adoption of and adherence to Incident Management processes across all teams onshore and offshore as part of service improvement process.

Reading, England, United Kingdom

Responsible for managing major (P1/P2), VIP and customer escalated incidents throughout the incident lifecycle to ensure services are restored quickly to minimize the outage duration and impact on business and operations. Handled high volume of tickets during storms and heatwaves to mitigate the impact. Was able to successfully tackle the extra workload during the lockdown to retain the availability in the network.o Drove major incidents to ensure services are restored quickly within the service level agreement timelines. Achieved extraordinary business impact status in 2021.o Liaised with front office, technical teams (transmission, RAN) and field operatives and took lead on each step for swift resolution of the incidents. o Escalated to stakeholders (customers, suppliers, third party vendors and senior managers) to remove blockers in fault progression.o Exceeded in customer and other stakeholder communication to provide timely updates of the real time operation. Used appropriate methods – template emails, MS Teams chats, calls and SMS to reach the intended audience according to priority matrix.o Produced Major Incident Report (MIR). Led the team in both quality and quantity in producing the MIRs in years 2019, 2020 and 2021. Trained and guided colleagues to produce effective MIRs during times of high demand.o Actively gave input to Service Delivery Managers in process improvement by monitoring the end-to-end Incident handling and recognising areas of improvement.o Created efficiency in the incident lifecycle by utilizing available automation processes.

Master Of Business Administration - Mba

Bachelor Of Arts - Ba, Economics, Mathematics