Deepa Dhumane

Owned and managed P1/P2 Major Incidents end-to-end, reducing MTTR by 28% through improved triage and escalation handling • Led incident bridge calls with cross-functional teams, ensuring 95% SLA adherence and faster service restoration • Supervised NOC operations during shifts, ensuring seamless shift transitions and zero backlog carryover • Implemented enhanced incident reporting dashboards using ServiceNow, improving visibility for stakeholders by 40%

Managed high-volume P1/P2 incidents in a 24×7 production environment, handling 100+ critical incidents/month • Led war room/bridge calls, coordinating with infrastructure, application, and vendor teams to ensure quick resolution • Utilized monitoring tools like Dynatrace, AppDynamics, and SolarWinds to proactively identify issues, reducing outages by 25% • Drove escalation management and reporting, ensuring 100% compliance with SLA and governance standards • Mentored and led a team of 12+ NOC engineers, improving incident response efficiency by

Conducted root cause analysis (RCA) for recurring incidents, reducing repeat issues by 20% • Supported incident management processes and ensured adherence to ITSM frameworks • Collaborated with NOC and support teams to improve service reliability and performance metrics • Monitored service quality and compliance, improving process efficiency by 15%

Handled incident logging and initial triage using ITSM tools, ensuring accurate categorization and prioritization • Provided L1 support in a 24×7 environment, resolving 80% of issues within SLA timelines • Coordinated with technical teams for escalation handling, improving first response time by 25%