Megha Deep Rastogi is seeking a role as an Incident/Problem/Change Manager. She has over 2 years of experience in this role at HCL Technologies, where she was responsible for resolving high priority incidents, performing root cause analysis, and managing change requests. She holds an ITIL Foundation certification and bachelor's degree in computer science. Her skills include incident management, problem management, change management, and using service management tools like ServiceNow and Remedy.

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