Management Manager

Address:

***- "A" Wing Devendra Sadan, Maharaj Bhavan, Jogeshwari (East), Mumbai

400060. Mobile No: 982******* E-mail: **************@*****.***

Skill Summary

ITIL - Service Desk and Incident Management

ITIL - Problem Management

ITIL - Change Management

ITIL - Service Level Management

SIX Sigma

CAREER OBJECTIVE

Seeking a responsible job with an opportunity for professional challenges

PROFESSIONAL EXPERIENCE

1. Incident Manager - Deutsche Bank - July'10 to September - 3 Months

Responsible for the Incident, Problem and Change Management

Incident Management

. Liaising with Silo's and business service managers to classify the

Severity of the incident

. Responsible for Heads-up to the senior Management about the incident

. Responsible for Incident communication to all the Key stakeholders

. Coordinate with team for providing the workaround solution to minimize

the Incident Impact

. Responsible for Major Incident Audit

. Handover of the Major Incident to Problem Management team to identify the

root cause

. Automation of reports through Business intelligent software

Problem Management

. Log Reactive and Proactive Problem ticket

. Problem Classification and Categorization

. Follow structured Problem management process

. Responsible for identifying the root cause of the incident

. Responsible for updating the KEDB(Know Error Database) with workaround

and root cause

. Trend analysis to reduce the repeat incidents

Change Management

. Responsible for organizing and Leading the weekly CAB meeting

. Responsible for approving the discussed RFC in the CAB meeting

. Responsible for sending the updates of the RFC to the senior management

. Responsible for PIR (Post Implementation Review)

. Review the Emergency change before sending it to senior management for

approval

2. Operation Manager/Process Consultant - Microland - July'08 till June'10

- 2 year

Responsible for the Service Desk, Incident and Problem Management

Incident Management

. Liaising with Silo's and business service managers to classify the

Severity

. Responsible for Heads-up to the senior Management about the incident

. Responsible for Incident communication to all the Key stakeholders

. Responsible for providing the workaround solution to minimize the

Incident impact

. Handover of the Major Incident to Problem Management team to identify the

root cause

Problem Management

. Log Reactive and Proactive Problem ticket

. Problem Classification and Categorization

. Follow structured Problem Management process

. Responsible for identifying the root cause of the incident

. Responsible for updating the KEDB(Know Error Database) with workaround

and Root cause

. Trend analysis to reduce the call volume at service desk

Change Management

. Responsible for organizing and Leading the weekly CAB meeting

. Responsible for approving the discussed RFC in the CAB meeting

. Responsible for sending the updates of the change to the senior

management

. Responsible for PIR (Post Implementation Review)

Service Desk

. Responsible for all the process at Service Desk

. Responsible for Service and Process improvement plan at Service Desk

Team Management

. Responsible for 21 team members

. Responsible for Resource Management

. Responsible for Performance Management

. Responsible for all the Escalations from the client/team members

. Responsible for TNI to improve the work productivity

3. Shift Incharge - Elogic Technologic PVT. Ltd - Oct'06 to July'08 - 1

year 9 months

Responsible for the Service Desk, Incident, Problem, Change Coordinator,

Asset and Vendor Management

Incident Management

. Liaising with Silo's and business service managers to correctly classify

the Severity

. Responsible for Heads up to the Senior Management about the Major

Incident

. Responsible for arranging the Conference call and lead the Incident

. Incident notification to all the key stake holders

. Handover of the Major Incident to Problem Management team to identify the

root cause

. Responsible for creating Major Incident report and publishing it to

Senior management

Problem Management

. Responsible for all the PM ticket in the Queue

. Responsible for identifying the root cause and reduce the repeat

incidents

. Responsible for updating the KEDB(Know Error Database) with workaround

and Root cause

Change Coordinator

. Responsible for organizing the weekly CAB meeting

. Responsible for approving the discussed RFC in the CAB meeting

. Responsible for sending the updates of the change to the senior

management

Vendor and Asset Management

. Responsible for review of all the Vendors

. Responsible for all the Assets at Site

. Responsible for updating the CMDB

4. Customer Support engineer (Site Manager) - Allied Digital - Feb 2005

to March 2006 - 1 Year. Responsible for the Incident, Problem, Change

Coordination, and Server support

Incident, Problem and Change Management

. Responsible for providing 1st level support on Incident Problem and

Change Management

Technology

. Administration and monitoring of Windows 2000 Servers

. Responsible for Maintaining Group policy

. Responsible for Hardening of new windows server

. Responsible for Bright ARC Server (Backup server)

. Daily Backup and Restoration of user data. (Using Bright store Arc server

Vr.11)

. Successfully certified the Security (BS7799) certification

. Managing Corporate and senior user's desktop and blackberry call

5. System Administrator - Abby InfoTech - March 2003 to Feb 2005 - 2

year.

Responsible for Complete IT infrastructure

Technology

. Configured the server as the domain controller by setting up Active

Directory Services

. Configured the RAID 5

. Implementation of office XP through group policy at all client machines

. Solving all Hardware & Software related problems in server & client sides

. Implemented Linux send mail for Email and Squid for proxy and Samba

server as a file server

. Vendor co-ordination for repairs & purchase of computer equipment

. Backup of system states, mails & check the backup per schedules.

Weekly Activity: Checking space of the servers, Preventive Maintenance

of Desktops

Personal Profile

Academic Qualification

. BCA (Bachelor in computer application) 2005 -06 from Rajarshree

University

Date of Birth : 22-AUG-1981

Marital Status : Unmarried

Nationality : Indian

Languages Known : English, Hindi, and Marathi

Written & Verbal

Passport Number : G6249620

Contact this candidate