Nikita MehtaMob No: +91-9711864811 E-mail Id: nikitamehtaofficial@gmail.com

Change/Incident/Knowledge/Problem Management(IT Infrastructure Management) A dynamic professional offering around 2.5 Years of experience in Incident/Change

/Problem/Knowledge Management with HCL Technologies Ltd and Ericsson Global Services Pvt Ltd requirement analysis, support, analysis, planning, scheduling and timely delivery and pursuing distance MBA in Project Management from Sikkim Manipal University

Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and low operational costs.

Abilities in handling multiple priorities, with a bias for action and a genuine interest in personal and professional development. Been proactive and focused as a student.

An enterprising individual with good interpersonal skills with strong analytical, comprehensive problem solving abilities & a willingness to learn.

Skills and Strength Strong communication skills and presentation skills. Management skills and leadership qualities. Ability to work in team also. Confident, Positive frame of mind and hardworking.. Eager to take up challenging opportunities in life.

Technical Skills

Operating System: Windows-7Area of Interest: Change/Problem/Incident/Knowledge ManagementTool BMC Remedy, ITSM, Service Now BMC BPPM, SCOM, HPSC.

Current Employment: - Handling key responsibilities of ICT Engineer in Ericsson Global Services Pvt Ltd

Key Result Areas

End-to-end management of Request for Incidents, Changes, Problem. Review incident trends and make appropriate escalations (functional or hierarchal) and/or

recommendations for improvement Conduct a Daily Plan of the Day Meeting with each in scope technical group and review a

metric based on report to indicate relative performance across a number of different Incident Management criteria and highlights areas of focus and incidents in need of immediate attention

Participate in Incident Management internal or external quality reviews or assessments Work with Problem Management to identify the relationships between Incidents, Problems

and Known Errors and ensure that these are accurately recorded in the Incident Management System and Knowledge base

Initiate and manage Incident Management Service Improvement Plans, where required Tracking of Incident from Opening to Closure, with timely communication to

business.  Reviewing SLA performance and recommend corrective action. Prepare Outage reports.

1/2

Preparing Daily, Weekly and monthly report related to all the incident, Service request, Task, Problem and change request for the project and representing that reports in front of higher management.

Confirms initials priority and initial risk and Impact Assessment of the change. Chairing CAB meetings, obtaining approvals and Scheduling of approved RFCs. Reviews CAB agenda and details of each RFC on the agenda prior to each CAB

Meeting. Monitors change implementation. Do PIR (Post Implementation Review) before closure of any CR. Ensure that only approved changes are implemented. Ensures all change requirements are met (e.g. implementation plans, testing plans, back

out plans, CI’s affected etc.) Acting as process owner and making amendments in the process wherever necessary. Review published Knowledge articles (KB articles) in ITSM, publish and improvise and

retire articles and analyze the reports on weekly basis.

Notable Highlights

Acting as a Mentor in the team to train new employees and provide refresher to existing employee to bring everyone on the same platform.

Prepared Training Manual for New Hires. Rated as Exceed Expectation Employee by Reporting Manager in Appraisal

Scholastics

B-Tech (IT) from B.C.E.T Gurdaspur,2013 XII from, B.P.S.S.S, (H.P) 2008 X from B.P.S.S.S, (H.P) 2006 Pursuing MBA in Project Management from Sikkim Manipal University.

Trainings

Technical- ITIL Foundation V3

Behavioral- Presentation skills

MS-Office etc.

Personal Details

Date of Birth : 25 Oct, 1990Languages : English & HindiMarital Status : Married Sex : Female

DECLARATION

I declare that the above-mentioned information is true and correct to the best of my knowledge

Place: Delhi (NIKITA MEHTA)

2/2