Manager Management

Subham Saraogi

*** **,

Siddique Mohammad Compound,

Old Prabhadevi Road,

Dadar West, Mumbai 400025

Maharashtra

Phone: (M) +91-956******* Email: **********@*****.***

Job Scheduling Incident Management SD Backlog

Server Monitoring Problem/ Change Management Breach Analysis

Technical support – ITO IT Service management Incident Audit

Cross Functional Team coordination ITIL Process awareness Customer Relationship

Professional Synopsis

•A technology driven professional with 4 years of experience in IT Service Management.

•ITIL V3 qualified professional with core experience in IT, Process consulting and Process Operations.

•Innovative, Result-oriented, professional with excellent interpersonal skills and leadership qualities.

•Expertise in handling Incident Management, Job scheduling, Server Monitoring

•Excellent customer service skills with sound problem solving, judgment and decision-making skills.

•Flexibility to work with new technologies and willing to accept new challenges.

•Excellent teamwork and presentation skills.

Current Experience

Capgemini India Private Limited Mumbai (18th October 2016 till date)

Project – Volkswagen, Prosche, Lamborghini (Germany)

Role: Consultant (Incident Manager)

Responsibilities:

•Incident Management, Analysis, investigate & identification of the problem.

•Assigning the issue to respective functional group to solve the problem as soon as possible.

•Root cause Analysis of Problems by in depth analysis of incidents and network.

•Retest the issue before providing final solution to customer.

•Responsible for call on duty out of business hours.

•Coordinating with the 3rd Level to resolved problem as soon as possible service.

•Communicate to the end user to know the exact issues.

•Coordinated in projects and language learning circles.

•Follow up on escalation and issues with client and customer.

•Perform and communicate daily health check to management (Dashboard).

•Host a call to investigation and follow up with technology team for more effective

•Discussion on problem root cause, work around and corrective actions.

•Accountable for maintaining the quality of tickets, perform daily check and audit.

•Generate weekly and monthly outage reports and provide to senior management.

•Reviewing all on-hold problems and known errors.

•Reviewing progress and results of Problem Tickets with client and senior management.

•Escalating issues for resolution, to avoid reoccurrence or close problem.

•Facilitate communication with different teams to ensure issue resolution.

•Works with multiple applications, systems, and network/database teams.

•Root cause analysis as part of the problem management process.

Previous Experience

1. Infosys BPO Limited Pune (23rd Nov 2015 - 15th August 2016)

Project – Vodafone Australia

Role: Process Specialist (Incident Manager)

Responsibilities:

Monitoring Incidents and Service Requests for the supported servers.

First point analysis on tickets.

Ensuring tickets is assigned to proper resolver groups or other service lines based on the scope.

Tracking of Incident from Opening to Closure, with timely communication to business.

Responsible to handle Sev1& Sev2 incidents.

Escalate to Major Incident Manager when it becomes a Major incident.

Communication with Business Clients and first point of contact/interface for application issues.

Updating the Outages between Business and Technology Team to management.

Ensure all Critical and Major Incidents are addresses within SLA and OLA response.

Sending Out the report to the management for such incidents.

Coordinate with Applications team to resolved incidents within SLA.

Providing Execution Process document (EPD) walkthrough session to the internal teams.

Updating the entire team about the new issues and the resolution of the process.

Conducting Ticket audit on Major Incident Sev1 / Sev2 on regular intervals

Providing SLA reports to internal teams on Weekly to Monthly based on requirement.

Documenting Monthly reports for all major or critical Incidents as per the client request.

Analysis on SLA missed tickets and negotiating with the client on exceptions.

Communicate and work with Project manager to define metrics, performance goal and risk analysis.

Responsible for planning and coordinating.

All the activities required to perform, monitor and report on the process.

Provide primary initial support, documents, categorizes and priorities incidents as they occur.

2. Mphasis Limited Pune (26th Oct 2012 - 28th February 2015)

Project – Goodyear

Role: Specialized Infrastructure Engineer Specialist

Responsibilities:

Incident Management, Server monitoring.

Monitoring the real time outages using HP Open view (A.08.27).

Monitor & troubleshoot Unix/Windows Servers and Network failures.

Experience on Scheduling Job, Job Monitoring and Trouble shooting.

Developing final solutions for Known Errors.

Monitor AS400 servers using Mocha Soft 6.3.

CA Workload Automation for Job scheduling, processing and monitoring.

Preparation of Data base Entry Report related with Autosys Job entries.

Send event report on a daily basis.

Preparation of ITIA Entry Report related with Autosys Job entries.

Transports to Production (troubleshooting issues related to transports).

Provides support to users via escalated Tier 1 Incidents.

Incident Management.

Acts as a subject matter expert for support area.

Provides training to Tier 1 via knowledge transfer and knowledge articles.

If possible make temporary solutions available to Incident Management.

Real Time & continuous follow-up with global support teams for Critical incident resolution.

Represent the first stage of escalation for Incidents.

Submitting Shift Handover to management.

Attend weekly support review with customer and update them with analysis.

Project – MSIL

Role: Specialized Infrastructure Engineer

Responsibilities:

Escalate all process issues to the Incident Manager.

Identify Incidents for review.

Participate in Incident review following major Incidents.

Identify potential problems and/or increasing trend of repetitive Incidents.

Determines if an incident needs to be escalated according to priority and severity of issue.

Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.

Responsible for assigning incidents within a group or division.

Responsible for communicating with the process manager.

Directly works with Tier 1 Support to ensure proper recording of incidents.

Monitor the Incidents and manage workload in their respective queues.

Ensuring SLA and OLA are met.

Performs the administrative tasks necessary to support activities within a process.

Monitor the UNIX, Linux and Wintel Servers via HPOVO and BSM.

Efficiently create and associate incidents to the alerts generated using HP Service Manager7.

Monitoring network alerts through HP Network Node Manager

Providing effective and timely notification of severity 1 and severity 2 incidents to the L2 team

Allocating the incidents Service requests to engineers.

Monitor, track, update and communicate till closure within the SLA.

Analyze system alerts (like CPU, memory and disk usage) against predetermined threshold.

Escalate issues to Middleware, Oracle/DBA, UNIX, Storage, and Network Team

Attend weekly support review with customer and update them with analysis.

Role: Incident Manager

Responsibilities:

Manages the process to restore normal service operation as quickly as possible.

Point of contact for all Major Incidents.

Represent the first stage of escalation for Incidents.

Monitor the workload per Tier 1 Analyst.

Identify, initiate, schedule and conduct incident reviews.

Ensure the closure of all resolved and end-user confirmed Incident records.

Provide guidance to the Incident Process Coordinators.

Ensuring that all IT teams follow the incident management process for every incident.

Investigation and diagnosis of Incidents locked.

RCA for the issues.

Responsible for the effective implementation of the process Incident Management.

Caring out the respective reporting procedure.

Monitor the incidents to ensure that the Service Level Agreement is respected.

Skills Sets

Programming Languages : SQL, PL/SQL

Database : Oracle 10g & Oracle 11g, MySQL

Concepts : OOPs, DBMS, Computer Network

UI : HTML, CSS

Operating System : Windows XP, Windows 7

Ticket Tool : HP Service Manager7, Digital Workflow

Platform & Skill used : HP Open view (ovo), VMware (5.0.0), AS400 (mocha soft 6.3), Oracle

Autosys (CA), UNIX through Putty, lotus notes, Siebel, Citrix

Sales force, Active Directory 2003 R2, Exchange Mailbox 2007

Profession Training

Training on Oracle 10g & 10g: PL/SQL Fundamentals from SQL STAR Pune 2013

Learnt about creation of tables, Views, Joints, Different types of joints.

DDL Statements, DML Statements, Triggers, Procedures, Functions, Cursers.

Academic Training

Major Project: 8th SEM (June 2011)

Project Title: ONLINE EDUCATION HELPLINE

Language/Tool Used: DOTNET, Java Script, HTML/ MySQL.

Brief Description: This project was implemented to help the students and to create awareness among the students for various career option that too online. The project is aimed right now on the undergraduate course only but will also work out to provide the postgraduate courses and the scholarship details and the other general awareness also regarding education.

Team Size : 2 Role: Designing & Team Lead

Duration: Three month

Key Learning: Learnt about project life cycle, Flow diagram, Concepts of ASP DOT NET.

Major Project: 6th SEM (June 2010)

Project Title: ONLINE JOB

Language/Tool Used: DOTNET, Java Script, HTML/ MySQL.

Brief Description: In the present scenario, the number of students searching for jobs has greatly increased. This project was implemented keeping in mind that the students do not have to go to each company physically rather they can check the job offerings online. It contains the detailed description of the job such as post, salary, experience required, qualification, last date of applying etc. The students also have the facilities to create an account through which they could directly apply for the desired job

Team Size : 2 Role:

Designing & Team Lead Duration: Two month

Key Learning: Team Work, Resource Utilization, Time Management.

Major Training: 6th SEM (June 2010) in Networking from Intec Info Net Pvt. Ltd., Jabalpur

Learnt concepts of networking OSI model, protocols, mac address, LAN, WAN Ethernet, protocols, VLAN.

SCHOLASTICS

Examination

Year

Board/University

%/ or CGPA

B.E (C.S.E)

2011

SSSCE, Bhopal Rajiv Gandhi Technical University

72.84%

HSCE (12th)

2007

Board of Secondary Education (MP BOARD )

58.00%

SCE (10th)

2005

Board of Secondary Education (MP BOARD )

68.60%

AWARDS & RECOGNITION

•Awarded DEMAND & EXCELLENCE AWARD by MSIL Client at 3rd Anniversary Function.

•Topper 3 times in a row (6th, 7th& 8th semester) department rank out of 60 students in Computer Science.

•Got a certificate Of International Assessments Indian School (Mathematics) from Australia.

•Winning Team Member of “State Level Cricket Tournament” twice.

PERSONAL DOSSIER

Date of Birth: 29th Jan 1989

Languages: English & Hindi

Permanent Address: Ward No. 12,

In front of forest department Khitola bazar Sihora

Distt- Jabalpur PIN- 483225 (M.P.)

Passport No K5916129

Contact this candidate