GURPREET KAUR

Senior Project Engineer

EDUCATION
CONTACT ME
Birla Institute
https://www.linkedin.com/in/gurpreet-kaur-26a443186 Of Technology & Science
Master's Of Technology 2016-2020
grprtkaur16@gmail.com

C-609, Avantika, Sec-1, Rohini, Delhi

Guru Gobind Singh Indraorastha University

+91 - 9555014348 Bachelor's Of Computer Application 2013-2016

EXPERIENCE
SKILLS
Incident Management Senior Project Engineer
Problem Management
Wipro Limited | February 2017 – Present
Change Management

Event Management
 Experienced in managing High -severity incidents in accordance with availability,
resolution and restoration SLAs.
Monitoring Tools  Incident / problem determination and resolution on a 24x7 basis environment.
 Perform service requests based on Standard Operating Procedures. Work on scheduled
Branding tasks as part of Change
 Management. Handled issues independently, Identified and highlight scope of
automation to lead or Manager.
Sales & Marketing
 Co-ordinate between support provider groups for incidents requiring multi-vendor
engagement.
 Managing tickets for the queue, to ensure that no tickets miss SLA.
 Correct routing of the tickets with other PRGs
 Identifying the customer’s concern areas and driving them towards speedy resolution.
Soft Skill  Sending Queue monitoring and CSAT report
 Sending priority incident ticket notifications
ENGLISH  Contacting the resolver group for priority issue
 Daily ticket follows up for pending issue
 Define and maintain the problem management procedure.

FRENCH  Periodically review effectiveness and efficiency of the problem management process.
 Continuously improve the problem management process.
 Coordinate between various support teams to identify the root cause of a problem and
SPANISH find a workaround or solution.
 Ensure that the right resources are available to investigate, identify, and resolve the root
URDU cause of a problem.
 Review and record Requests For Change (RFC)
 Categorize change
 Prioritize changes
 Accept or reject RFC
 Convene the CAB meetings
 Convene Emergency CAB (ECAB)
 Coordinate with all necessary parties build, test and implement
changes.
 Mediate conflicts related to the change (if required)
 Issue change schedule
 Conduct Post Implementation Reviews (PIR)