1. MEGHA DEEP RASTOGI
Tower15, flatno: 0006, Paras Tierea,sector137,
Noida,U.P.201301
Ph no:9899076743
Email:meghadeeprastogi@gmail.com
Summary:
Service-focusedandtechnicallysoundprofessional experiencedinprovidinganalysis,changes and
resolutionof majorincidents&problemsaffectingITandbusinesssystemsinaglobal environment.
Well versedinmanagingthe dailysupportof ITbusinessneeds.
24*7 incidentsupport andresolution ensuringthe executionandcompliance of Incident,Problemand
Change managementprocessestomeetassociatedSLA’s.
ITIL foundationcertified.
TECHNICAL CERTIFICATION: ITIL- V3 FOUNDATION
WORK EXPERIENCE: 26 months(27 Aug’14 to till date)
2 yearand 2 monthof experience in HCLTECHNOLOGIES - infrastructure division.
• Working as an Incident/ Problem/ Change Manager at HCL technologies.
• Worked on projects with GE Health care and Cummins Inc. Accountable for resolution of high
Priority Incidents in predefined SLA’s.
• Driving Problem Management meetings to propose Root Cause Analysis and Permanent
resolutions to business.
• Carrying out Change Management tasks to introduce changes in the environment.
• Responsible for managing Service Delivery to customers.
• Performing Incident Analysis post Outage resolution and assigning roles and responsibilities to
resources working for a permanent fix.
• Process Development as per ITIL standards
• Creating reports in Excel for analysis of incidents.
Roles of Incident Management:
 Save Incidents from SLA breach.
 Analyzing the root cause of problems.
 Drive cases to their closure by engaging correct teams.
 Check about the workarounds and fixes.
 Sending outage notifications to business for Critical incidents.
 Directing Critical incidents TCON bridges with technical teams.
 Provide approvals to reboot servers and applications.
 Analyzing business criticality of incidents.
 Working on emergency changes.
 Monitorednetwork,serversandapplicationstoensureserviceandsystemreliabilityandstability.
 Preparing reports for analyzing reoccurring issues.
 Drive the resolutionof incidentsthroughprocess and escalations to minimize business impact.
 Manage communications with business leaders and stakeholders during major incidents.
 Review, analyze and drive continuous improvement of incident processes.
 Provide quality assurance for incident ticket content, notifications and communications.
 Update and improve knowledge bases and the Known Error Database (KEDB).

2. Roles of Problem Management:
 Minimize and prevent the impact of Incidents/Problems to the business by identifying Known
Errors through RCA and Corrective Action or workarounds.
 Perform trend analysis to proactively identify problems
 Prioritize problems based on impact and urgency
 Drive Root Cause Analysis and Corrective Action
 Ensure communication of problem status and metrics
 Maintain and update the Known Error Database
 Review and improve the Problem Management process
Additional Roles of Change Management:
 Worked on Emergency changes.
 Setup meetingswithLegal Departmentstodiscussif the change isrequiredandto what extent.
 Validate and check compatibility of changes to the environment.
 Verifying and approving all RFCs.
 Calculating risk factor of implementing changes.
 Confirm back out plans in case any change falls out.
 Review all implemented changes to ensure they met their objectives.
 Mitigate the impact of change on other CIs.
Rolesof Service DeliveryManagement:
 Managing service deliveryforcustomersatisfaction.
 DeliveringITServicestovariousenterprises.
 Managing SLA’s.
 Conductingmeetingswithcustomerstocrosscheckservicesdelivered.
AREAS OF INTEREST:
• Incident/Problem/Change management
• Service delivery Management
• Project Management
SKILL SET:
 Critical Incident Management
 Problem management
 Change Management
 MIS Reports
 BSM, BAC, Site scope monitoring tools
 Service Now, BSMRemedy, SDMtools
 MS- Excel

3. EDUCATION:
GraduationinFour Year Full time Bachelorof TechnologyCourse inComputerScience and
EngineeringfromIdeal Instituteof Technology(UttarPradeshTechnical University).Formerly
Maha Maya Technical University,Ghaziabad,UP,India.
GRADUATIONDETAILS:
COLLEGE UNIVERSITY Ist Year %
2010-11
IInd Year %
2011-12
IIIrd Year %
2012-13
IVst Year %
2013-14
Aggregate
Ideal Institute
of
Technology,
Ghaziabad
UPTU 70.05 67.15 73.45 76.00 72.88
PERSONAL TRAITS:
 SKILLS:Good communicationskills,responsible andcongenial,quicklearner
 STRENGTHS: Alwaysfocusedonthe goals,hardworking,determined,helpful,andadaptable
and alwayswillingtolearnnewthings.
 INTERESTS:travelling,dancing,cookinganddoglover.
 HOBBIES: sketching,watchingEnglishTV series.
PERSONAL DETAILS:
 Date of Birth: December31st
1991
 Father’sname: Mr. DeepakRastogi