Sonal Inamdar
Dubai
Summary
Dedicated professional with a proven track record in Firm Risk Management seeking to leverage expertise in handling major incidents to contribute effectively to company's risk management initiatives.
Experienced IT Manager with over 11 years of valuable experience in monitoring project performance to ensure company success. Reputation for continually achieving on time and under-budget performance goals. Accustomed to handling IT support, managing IT projects and supporting various engineering departments with IT tools and applications. Bringing forth a motivated attitude and the ability to establish strong and productive relationships with other company members.
Recently resigned from Tata Consultancy Services in March 2024 and available for immediate employment.
Overview
9
9
years of professional experience
Work History
Team Lead
Tata Consultancy Services
07.2017 - 09.2021
- Worked with TCS providing application support for Morgan Stanley
- Team Lead - L2/L3 support (Team of 10 people across India, Manila, Budapest, and New York)
- Coordinated with cross-functional teams to understand the system requirements and worked on the project enhancements
- Possess analytical skills required to address end-user incidents escalated from the L1/L2 teams or offered by end user on walk-up issues
- Improved Customer Satisfaction working with business units on identifying business critical process and business pain points about IT Operational issues and worked with IT central teams to address business user.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Managed major incidents within Firm Risk Management project, ensuring timely resolution and minimal impact on operations.
- Led cross-functional teams during critical incidents, effectively coordinating efforts and resources to address issues promptly.
- Developed and implemented proactive strategies to mitigate risks and prevent future incidents, resulting in improved overall risk management processes.
- Maintained comprehensive incident documentation, including root cause analysis and post-incident reviews, to facilitate continuous improvement and learning within the organization.
- Collaborated closely with stakeholders to communicate incident status, impact assessments, and resolution plans, fostering transparency and trust.
L2 Support Executive
Tata Consultancy Services
09.2015 - 09.2016
- Worked as a L2 support executive for Morgan Stanley
- Team was responsible for smooth batch processing for Commodities
- Follow business level SLA's and make sure to send data to downstream teams within the defined SLA's.
- Collaborated closely with L1 support team to escalate and prioritize incidents, ensuring timely resolution and adherence to service level agreements (SLAs).
- Documented support tickets, including detailed descriptions of issues, troubleshooting steps, and resolution actions, to maintain accurate records and facilitate knowledge sharing within the team.
- Participated in regular training sessions to stay updated on application features, enhancements, and troubleshooting techniques, ensuring continued proficiency in providing high-quality support services.
L2 Support
Tata Consultancy Services
05.2013 - 09.2015
- Provided second-level technical support for Barclays Integrator addressing end-user inquiries and resolving issues efficiently to ensure minimal disruption to operations.
- Acted as a key point of contact for end users, demonstrating strong customer service skills and technical proficiency in troubleshooting and resolving software and hardware issues.
- Collaborated closely with L1 support team to escalate and prioritize incidents, ensuring timely resolution and adherence to service level agreements (SLAs).
- Documented support tickets, including detailed descriptions of issues, troubleshooting steps, and resolution actions, to maintain accurate records and facilitate knowledge sharing within the team
Team Member
Tata Consultancy Services
04.2012 - 05.2013
- Worked in a Windows migration project for Morgan Stanley
- Team was responsible for testing applications on Windows 7.
Education
Master in Computer Applications - Computer Science
Krishna Institute of Engineering & Technology
India07.2011
Skills
- Unix
- Autosys
- SQL
- ServiceNow
- JIRA
- Microsoft Office
- Effective Communication
- Root Cause Analysis
- Incident priority assessment
- Resolution team engagement
- Post incident reviews
- Problem solving
- Decision making
- Incident Management
- Customer Focus
- Coaching and Mentoring
- Performance Improvement
- Project Management
Languages
English
Hindi
Marathi
Key Achievements
- Successfully resolved many major incidents, demonstrating strong problem-solving skills and ability to perform under pressure.
- Received commendations from senior management for exemplary handling of high-stress situations and dedication to ensuring business continuity.
- Implemented incident response improvements that reduced incident resolution time , enhancing overall operational resilience.
Awards and Recognitions
- On the Spot award (2013, 2016, 2017)
- Service and Commitment award (2014,2016,2021)
- Excellence award (2018)
- Contextual Master award (2021)
Certificates
- SRE Foundation Certificate (May 2021)
- ASCENT - The Founder of your Leadership journey ( Feb 2019)
- ITIL Foundation Certificate ( May 2018)
- Cloud Computing (June 2018)
Contact Details
Pune : +91 8552003446
Dubai : +971 505126779
Email : sonal.joshi2610@gmail.com
Linkedin : www.linkedin.com/in/sonal-inamdar-652919284
Currently residing in Dubai with valid Resident visa.
Timeline
Team Lead
Tata Consultancy Services
07.2017 - 09.2021
L2 Support Executive
Tata Consultancy Services
09.2015 - 09.2016
L2 Support
Tata Consultancy Services
05.2013 - 09.2015
Team Member
Tata Consultancy Services
04.2012 - 05.2013
Master in Computer Applications - Computer Science
Krishna Institute of Engineering & Technology
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