VANDITA CHAWLA
Incident Manager
Mumbai
Summary
Incident Manager with over 10 years of Software Industry experience. Excellent reputation for resolving problems and improving customer satisfaction, for the largest client of the organisation.
Heading IT Support since 3 years for over 8 projects for the UK-based client,
Actively involved in driving strategic planning and directing major initiatives for the client.
Adept at Multitasking with a background in remediation planning and execution. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams. Detail-oriented team player with strong organizational skills.
Committed to remaining poised and calm in high pressure situations.
Previously a Systematic Product Owner with a detail-oriented and thorough approach to defining requirements, outlining specifications and working with team members to bring to life high-quality products for customers.
Good planner and problem-solver with in-depth understanding of Healthcare, eCommerce, Banking, Corporate Travel and Content Management System products. Ready to offer over 10 years of experience and take on a dynamic new position.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
Work History
Incident Manager
Daffodil Software
11.2021 - Current
- Handling high priority incidents for 8 project for organisation's UK-based client, with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Working closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Developing highly effective incident response team and training extensively in preparation for possible events.
- Assessing incident priority based upon impact to business and escalating issues as necessary.
- Developing remediation plans for potential incidents ahead of time and making appropriate changes during emergencies.
Product Owner / Lead Business Analyst
Daffodil Software
05.2021 - 11.2021
- Managed multiple projects effectively in demanding environment with tight deadlines.
- Suggested enhancements to product design that would improve user experience.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Owned and prioritised product backlog.
Lead Business Analyst and Senior Account Manager
Novator India Pvt. Ltd
06.2008 - 01.2010
- Managed relationship with Shoppers Stop and lead the key ecommerce project for Novator, with a primary interface for the client.
- Analysed and documented business requirements and supported the requirements throughout the software development lifecycle.
- Liaised with the product teams at the headquarters (Canada) and prioritized to deliver key requirements for Shoppers Stop.
Senior Business Analyst
eDynamic Softech Solutions Ltd
09.2006 - 02.2008
- Dedicated to American Express Business Travel projects.
- Analyzed and documented American Express's business requirements.
- Liaised with American Express business user and built effective relationships.
Senior Software Engineer
Polaris Software Lab Ltd
03.2004 - 09.2006
- Interacted with Citibank's Internet Banking Team and transition functional requirements to the development team.
- Worked as Senior Application Engineer for Citibank Internet Banking Team, responsible for undertaking new development (beginning design and functionality walk through stage), support/maintenance and enhancements in existing application.
Software Engineer
Perot Systems, HCL Perot Systems
07.2003 - 03.2004
- Developed interfaces for Transaction Processing Engine, the engine behind electronic travel distribution business of Sabre Holdings (a global leader in providing technology solutions for the travel industry).
- Full responsibility of modules for Coding and Unit Testing phase.
Project Trainee
Adobe Systems India Private Limited
11.2002 - 05.2003
- While interning with the Document Technology Group (Adobe Acrobat team), Developed a utility to automate ithe entire scope of testing the installer for various Adobe products viz., Adobe Acrobat, Adobe Photoshop etc.
Education
Masters in Computer Application - Computers
Institute of Management Technology (IMT)
07.2000 - 03.2003
Bachelors in Mathematics - Mathematics
Lady Shri Ram College (LSR)
New, Delhi 07.1997 - 03.2000
All India Senior School Certificate -
Convent of Jesus &Mary School
07.1996 - 03.1997
AISSE -
Convent of Jesus & MarySchool
New, Delhi 07.1994 - 03.1995
Skills
Salesforce Service Cloud, Jira, Project Management, MS Office
Agile and Scrum, Conducting design sprints, Analytical skills, Collaboration and teamwork,Communication, Problem solving and time management
C, C, Java, Software Engineering Principles, Object Oriented Analysis and Design
Timeline
Incident Manager
Daffodil Software
11.2021 - Current
Product Owner / Lead Business Analyst
Daffodil Software
05.2021 - 11.2021
Lead Business Analyst and Senior Account Manager
Novator India Pvt. Ltd
06.2008 - 01.2010
Senior Business Analyst
eDynamic Softech Solutions Ltd
09.2006 - 02.2008
Senior Software Engineer
Polaris Software Lab Ltd
03.2004 - 09.2006
Software Engineer
Perot Systems, HCL Perot Systems
07.2003 - 03.2004
Project Trainee
Adobe Systems India Private Limited
11.2002 - 05.2003
Masters in Computer Application - Computers
Institute of Management Technology (IMT)
07.2000 - 03.2003
Bachelors in Mathematics - Mathematics
Lady Shri Ram College (LSR)
07.1997 - 03.2000
All India Senior School Certificate -
Convent of Jesus &Mary School
07.1996 - 03.1997
AISSE -
Convent of Jesus & MarySchool
07.1994 - 03.1995