Deepti Kathi has over 9 years of experience in incident and problem management. She is currently working as a Service Delivery Coordinator at CSC India Pvt Ltd where she is responsible for incident management, major incident handling, ensuring SLAs are met, and producing various reports. Prior to this, she worked at Xchanging Asia Pacific and Mahindra Satyam in similar incident and problem management roles. She has expertise in ITIL processes, network operations, and project management.

1. Deepti Kathi
E-mail: deepthi_kathi@yahoo.co.in
Contact No: 0091-9502756168
Education
Aug 2002 –
Apr 2006
Bachelor of Engineering
Major: Electronics and communication
Jawaharlal Technological University
India
Work Experience – 9.4 years
Sep-2013 –
Till Date
CSC India Pvt Ltd
Designation: Service Delivery Coordinator
Role: Incident & Problem Manager, Major Incident Manager
 Responsible for IT process assessments to evaluate and improve existing practices, as
well as identify key operational indicators to use for process improvements
 Incident Management:Analyze incidents, Plan the appropriate resources to resolve
critical incidents in the environment.
 Co coordinating with technical to work on the aging incidents and reduce the aging
tickets count.
 Help senior management (CTO, COO, CFO, IT director) understand the status of the
critical events by sharing IT Operations weekly reports.
 Handling of all high severity Incidents (Severity 1, 2, major incidents)
 Ensures the SLA is being clearly informed and meet by the incident effected team and
escalate if required.
 To ensure all high severity incidents have run thru end to end process up till the
complainers confirmation on incident resolution
 Responsible for selecting, training, developing, and managing performance of
professional and non-exempt direct reports; providing prompt and objective coaching
and counselling; and coordinating, planning, and assigning work for staff in accordance
with the organization's policies and applicable legal requirements.
 Analyze performance results and implement department improvements.
 Ensure department operates efficiently according to client and company measures.
 Maintain understanding of client specific training.
 Chair the Incident Management Meetings Mediate all conflicts regarding Major incidents,
drive teams towards to resolution
 Revise the incident management procedures if needed and advise management
 Act as focal point for suggestions regarding incident procedures
 Audit the incident tickets to ensure that the incident are being updated properly solution
summary
 Produce statistical and trend reports for managements use to analyze incident
management system effectiveness
 Advise Management of procedural violations or omissions through management reports
 Maintain an awareness of all projects that will introduce incident to the production
environment
 Provide advice on incident process techniques and contribute to Problem Management
implementation decisions
 Distribute the incident trend reports to problem & change management teams and
schedule weekly meeting and discuss Top 3 issue and support technical teams to derive
proper IT Health status.
 Review documentation that accompanies each incident and verify that it is complete
including management approvals
 Verify the success of the backlog incidents and its correlation to the original request of
the user
 Verifying the incident in concurrence with the Problem Management and update Know
Error database.
Hyderabad

2.  Capturing Key Performance Indicators (KPI’s) about the entire incident management
process.
Incident Ticket Management
 Reduction of overall tickets.
 Providing the SRT for the major incidents and drive the tickets to resolution
 Incident trending analysis
 Push for closure and resolution for all types of tickets.
 Reducing the aging tickets count.
 Vendor Management while Vendor is engaged for technical support/hardware
replacement scenarios from Vendors is recommended or suggested by technical teams.
Problem Management:
 To ensure that the RCA is made available within the agreed SLA.
 Responsible to make sure we have PM ticket created for all the high businessimpact
issues (P1’s).
 Creating the RCA and having discussion with client and technical team on the
implementation of actions to resolve the issues
 Reviewing the RCAs and participating in RCA discussions
 Update the RCA tracking list
 Conduct meetings and attending meetings that is related Major incidents and also
reporting the major incidents to senior management on a weekly and monthly basis.
 Facilitate communication between the teams involved for better service Monitor and
enable new initiatives to be implemented efficiently
 Creation and maintenance of management information reports relating to both vendor
and internal support services.
CHANGE Management
 Performing initial analysis of Change Requests.
 Participating in Change Advisory Board (CAB) meetings on the implementation of
Changes. Assessment of risk and business continuity, Change impact, resource
requirements and Change approval.
 Facilitate daily Change meetings to discuss emergency Changes and coordinate for
approvals.
 Run Change Management review meetings along with vendors.
Jan 2012 –
June 2013
Xchanging Asia Pacific Sdn Bhd
Designation: Senior Analyst - Incident & Problem Management
Role: Incident & Problem Manager
 Manage large scale global and enterprise technology incidents
 Responsible to provide strategy, assessment, design and implementation solutions for
clients in the areas of IT governance, service-level management, IT process
reengineering and service desk implementations
 Responsible for IT process assessments to evaluate and improve existing practices, as
well as identify key operational indicators to use for process improvements
 Incident Management:
 Documents and investigates escalated incidents.
 Analyze incidents, define the severity. Drives decision making for incident resolution and
minimizing impact to the business. Plan the appropriate resources to resolve critical
incidents in the environment.
 Conduct, and attend incident follow-ups and completing formal Post Incident Reviews
 Help senior management (CTO, COO, CFO, IT director) understand the status of the
critical events by conducting IT Operations weekly meetings.
 Actively getting updates from for each incident from time to time according to Severity
and informing the senior management regularly on the progress.
 Handling of all high severity Incidents (Severity 1, 2, major incidents)
 Ensures the SLA is being clearly informed and meet by the incident effected team and
escalate if required.
 To ensure all high severity incidents have run thru end to end process up till the
Kuala Lumpur
Malaysia

3. complainers confirmation on incident resolution
Incident Ticket Management
 Reduction of overall tickets.
 Incident trending analysis
 Push for closure and resolution for all types of tickets.
Problem Management:
 To ensure that the RCA is made available within the agreed SLA
 Reviewing the RCAs and participating in RCA discussions
 Update the RCA tracking list
 Conduct meetings and or attending meetings that is related Major incidents and also
reporting the major incidents to senior management on a weekly and monthly basis.
 Standardized KPI's
 Facilitate communication between the teams involved for better service Monitor and
enable new initiatives to be implemented efficiently
 Help transition / unifying of teams smoothly
 Work logs, Reports & Handovers, documentation of RCA discussions, Standard
Operating Procedures and Minutes of Meetings
 Perform the duties listed in the Standard Operation Document for ITOPs (Command
Center)
 Creation and maintenance of management information reports relating to both vendor
and internal support services.
 Ensure that scenario based escalation lists are established and maintained
Feb 2007 –
Jan 2012
Mahindra Satyam, Hyderabad
Designation: NOC Analyst with Incident & Problem Management
Role: NOC Analyst
 Responsible for the delivery of L1, L2, Access, Infrastructure, Incident and Problem
Management.
 Role includes Client interaction, Strategic decision making, People Management, Planning,
Scheduling, Tracking, Managing 24*7 support, Reporting, etc.
 Client management
 Driving technical teams for solution and ensuring the impact is negotiated as soon as
possible and provides real time updates to Business Leaders
 Responsible for restoration of services impacted by understanding the Business Impact.
 Chair all major incident meetings and prepare Incident reports.
 Problem Management and trend analysis.
 Driving technical teams for solution and ensuring the Impact is negotiated as soon as
possible and provides real time updates to Business Leaders.
 Manage a team of more than 90 Service specialists.
 Responsible for all the teams being run with in the process.
 Ensure compliance for all audits.
 Escalation SPOC for Mahindra Satyam internal team and Client.
 Designing of shifts.
 Designing KT Plans.
 Creation of Knowledge Base.
 SLA management for all the incidents as per the accepted SOPP
Hyderabad
India
Professional Achievements
 Received client appreciation certificates for excellent service performance.
 Successfully drove ‘Knowledge Management Program’ at Mahindra Satyam.
 Maintained the required Service Level Agreement (SLA) of resolving 98% of support
incidents within stipulated time.
Key Skills
 ITIL Knowledge includes incident management, change management &Event management
 Network Operations
 Network Security Management
Operations/Project Management:

4.  Expertise in handling multiple Geo projects with in Service Management portfolio and
achieving the targets.
 Handled operations involving UK and US based projects.
 Expertise in maintaining high quality levels in operations and ensuring adherence to all
quality parameters and procedures as per the norms.
 Involved in Defining, Planning, KT, Implementation and Execution.
 Reviewing documentation, Knowledge Management.
 Asset Management.
Service Delivery:
 Responsible for SLA/RCA/KPIs.
Technical Skills
Operating System Windows 2003 Server R2, Windows 2000 server, & Windows 2000 profession
CA Skills
eTrust Integrated Threat Management 8.1
Unicenter Network and Systems Management-R11.1
Unicenter Desktop and Server Management R11.2
Tools & Utilities CA Unicenter Service Desk (USD) and BMC Remedy
Domain Knowledge Infrastructure Management and Monitoring.
Process ITIL