Chinnee Keshneeta

IT and payment systems professional with 6 years of experience across technical support, card and payment systems, production operations and incident management within technology and banking environments. Currently working as an Incident Officer at ICPS, with responsibility for coordinating production incidents, technical investigations, Root Cause Analysis, post-incident activities and stakeholder communication. Progressed within ICPS from Cards IT Specialist to Support Engineer Level 2 and subsequently Incident Officer, demonstrating strong technical capability, problem-solving skills and increasing responsibility across the support and service management lifecycle. Experienced in working with cross-functional technical teams and supporting client-facing environments where service availability, operational continuity and effective incident resolution are critical. Holds a Master of Science (MSc) in Management from Middlesex University Mauritius, completed in August 2025 as a scholarship recipient, as well as a BSc in Information Technology and Business Information Systems with First Class Honours.

Mauritius
0
Languages
0
Skills
0
Certification
Work Experience
Incident Officer
ICPS
Jan 2025 — Present
  • Coordinate the end-to-end management of production incidents affecting critical payment and banking services
  • Lead incident triage, technical coordination and escalation activities, ensuring clear ownership and effective communication throughout the incident lifecycle
  • Coordinate post-incident reviews and Root Cause Analysis (RCA) activities for major and high-priority incidents
  • Work closely with technical, infrastructure, application and project teams to investigate complex incidents and coordinate appropriate resolution
  • Prepare comprehensive incident reports covering incident impact, timelines, technical findings, root causes and corrective actions
  • Monitor corrective and preventive actions arising from incidents and coordinate follow-up with relevant stakeholders
  • Analyse incident trends and recurring issues to support service stability and continuous improvement
  • Maintain structured incident documentation and records to support operational governance and audit requirements
  • Coordinate client communications and provide clear, concise updates throughout incident investigation and resolution
  • Contribute to improvements in incident management processes, reporting practices, knowledge sharing and operational readiness
  • Support knowledge transfer and onboarding activities to strengthen team capability and service continuity
Support Engineer – Level 2
ICPS
Jan 2023 — Jan 2025
  • Investigated and resolved complex production incidents and technical issues beyond Level 1 support, applying structured analysis to identify sustainable solutions
  • Provided advanced technical support for client issues, critical defects and complex production cases in collaboration with SMEs, Infrastructure, L1 Support and Project teams
  • Supported the validation and testing of technical fixes, project changes and production readiness activities
  • Contributed to problem management activities through the analysis of recurring incidents and structural technical issues
  • Supported project handovers and production validation to ensure operational readiness
  • Documented technical findings, workarounds, resolutions and technical actions to improve troubleshooting efficiency and knowledge sharing
  • Contributed to improvements in support quality, troubleshooting practices and technical discipline across the support chain
Cards IT Specialist
ICPS
Dec 2019 — Jan 2023
  • Provided technical and operational support for card-related IT and payment services
  • Investigated and supported the resolution of technical issues affecting card processing and related production services
  • Worked with technical teams to troubleshoot production issues and ensure effective service restoration
  • Supported operational activities within a client-facing payment environment, developing strong knowledge of card processing and payment operations
  • Progressed to Support Engineer – Level 2 in January 2023, taking on broader technical support responsibilities
Data Management Associate
Accenture
Sep 2015 — Apr 2019
  • Prepared, organised and reviewed documentation through the analysis and interpretation of statistical data
  • Responded to client and user queries, investigated issues and supported appropriate resolution
  • Provided constructive feedback to team members and supervisors regarding performance and overall team contribution
  • Supported workflow coordination during peak processing activities, helping organise workloads and maintain operational efficiency
  • Worked in a structured, deadline-driven environment while maintaining quality and productivity standards
Skills
Production SupportIncident ManagementProblem ManagementTechnical TroubleshootingRoot Cause Analysis (RCA)Operational ReadinessTransaction ProcessingBatch ProcessingClient CommunicationStakeholder ManagementTechnical DocumentationCross-functional CollaborationEscalation ManagementProcess ImprovementKnowledge Transfer
Education
Master of Science, Management
Middlesex University Mauritius
2022 — Aug 2025Scholarship Recipient
Bachelor of Science, Information Technology and Business Information Systems
Middlesex University Mauritius
First Class Honours
NCC Advanced Diploma in Computing – Level 5
The Professional Learning Centre
NCC Diploma in Computing – Level 4
The Professional Learning Centre
Certifications
CompTIA A+
Nov 2013 – Apr 2014
Languages
English
Spoken & Written
French
Spoken & Written
Hindi
Spoken & Written
Creole
Native
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