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Manager Service

Location:
Lancaster, Pennsylvania, United States
Posted:
November 10, 2018

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Resume:

Experience Summary

IT Professional with **+ years of extensive experience in the ITIL and support of computer networks.

Highly organized and Customer focused, self-starter with effective Customer-Service Skills and demonstrated ability to manage Technical Aspects and Management Skills.

Experienced in Problem Management, Incident Management and Change Management.

In-depth knowledge of ITIL process and ITIL Foundation & ITIL Intermediate Certification is in progress.

Possess strong qualitative analysis, problem analysis and resolution skills.

Ability to work in a multicultural team, ability and willingness to learn and adapt. Flexible and versatile to adapt to any new environment quickly.

Strong communication and presentation skills.

Academics

B.Tech in Electronics and Communications from Monad University.

Diploma in Electronics and Communications from NTTF.

Matriculation from Kerala Public school.

Professional Certification

Cisco Certified Network Associate CCNA (640-802).

Cisco certified BGP MPLS combo paper (642-691).

CCNP Routing (642-902) Paper.

ITILv3 Foundation Level Certified.

ITIL Intermediate Level Certified (Service Operation).

Tools and technologies used

S. No

Tools & Technologies

Used for

1

Remedy, SNOW

Ticketing Tool

2

Omnibus & WebTop

Alarm Monitoring

4

Cisco Routers and Switches

Data Networks

5

CSS, CAMSS, WebTop, One Seibel, WOOSH

Fault Management

6

Visokio Omniscope

Trend Analysis

7

Eco-Repair

Fault Management

8

PTS Tool & PTS Manager.

Problem and Reporting

TOTAL EXPERIENCE (9.3 yrs.)

Tata Consultancy Services

Title: - Problem Manager Lead

Client: - Pricewaterhouse Cooper

Worked as Problem manager lead to manage the lifecycle of problem and work closely with Client for process improvement and quality analysis.

Managed Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.

Focus on critical and MI problem records and guide the team members equally to deliver the services to customer in timely manner.

Handle Bi-weekly council meeting with customer to improvise the process or any issue/challenges faced by team.

Handle monthly meeting with customer and stakeholders to review the monthly service report for all the regions supported.

Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.

Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.

Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.

Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.

Hold monthly meeting with customer to review the audit report for the team and act upon it accordingly.

Vodafone Global Services Private Limited Sep 2014-Till Date

Title: Problem Manager

Summary

Worked as a Problem Manager wherein primary responsibility is to manage the lifecycle of all problems. Our primary objectives of problem management is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Handling re-active and proactive Problem Management for multiple customers .

Reviewing the Incident against any existing Problem or Known Error solutions.

Opened, progressed and closed Problems and related actions.

Diagnosing the root cause of the Sev1 Incidents, measuring the impact of the problem, identifing the permanent solutions, Creating High-Level Problem reports and liaise with service manager and service Integrator accordingly.

Kept customers & senior management informed of problem progression to meet contractual targets and as per agreed process or as agreed with the Customer

Actively performing detailed trend analysis on monthly basis.

Production of statistics and reports to demonstrate performance of the Problem Management process.

Prepare weekly and monthly reports and update the service integrator and service manager with the progress of problem ticket .

Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.

Tech Mahindra Limited Jan 2011– Sep2014

Title: Problem Manager

Client: Lloyds Banking Group

Summary

Worked as a Problem Manager wherein primary responsibility is to manage the lifecycle of all problems. Our primary objectives of problem management is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Handling re-active and proactive Problem Management.

Reviewing the Incident against any existing Problem or Known Error solutions.

Opened, progressed and closed Problems and related actions.

Diagnosing the root cause of the Major Incidents, measuring the impact of the problem, identifing the permanent solutions, Creating High-Level Problem reports and organizing Major problem review (MIR) calls with client.

Kept customers & senior management informed of problem progression to meet contractual targets and as per agreed process or as agreed with the Customer

Actively performing detailed trend analysis and maintaining known Error Database. Creating work instructions for process/activities.

Production of statistics and reports to demonstrate performance of the Problem Management process.

Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.

Title: Incident Manager

Client: Lloyds Banking Group

Been a part of Incident Management Standardization Process that helps in quick restoration of services for major outages impacting business across various business segments in day to day operations.

It’s a 24x7 network operations team that supports and manages WAN and LAN networks of LBG (Lloyds Banking Group).

Worked as an Incident Manager, to ensure the goals of the Incident Management process are achieved. Below are my job expectations:-

Identify the problem, scope, and impact.

Identify and contact needed resources.

Discuss, evaluate, and decide corrective action(s) including interim or strategic solutions.

Identify tasks, assign resources, and implement solution.

Conduct/document Incident reviews and root cause analysis for major incidents.

Perform partner and management communications of incidents.

Facilitate High Impact Teams (to implement quick fixes or tactical solutions to have an immediate impact on a problem)

Coordination of Major Incident across and ensure the issue is resolved within the time frame.

Responsible for ensuring progression of all incidents/ problems/ change according to account specific SLAs.

Identify any Problems that require increased focus to meet committed service levels.

Need to monitor severity 1 incident/ problem for action that produce a bypass or quick solution.

Need to review open tickets daily, monitor & decrease incident resolution time & at the same time control quality of ticket updates.

Need to ensure that all tickets are managed correctly and all the incidents are escalated through different teams in a timely manner.

Also worked closely with Change Management team in managing the lifecycle of day to day changes.

To prepare Change Authorization Form for any incidents which are progressed via a change route and pass it to the change team to generate a change record.

To keep a follow-up on that change record and to make sure the change is completed and progressed through all the stages until final implementation.

To update / chase the change owner for periodic updates on that change progression.

Once the change is implemented successfully we need to update all the stakeholders.

Wipro Technologies June 2007 – Jan 2011

Title: Project Engineer

Client: British Telecom

Fairly well versed with Cisco Hardware including Cisco Router and card types for 1800, 2800, 3700, 3800, 7200 series for providing Leased line, Frame-Relay, DSL, ATM, STM and Ethernet.

CPE Cards: WIC -1T, WIC 1DSU T1 V2/ VWIC2 1MFT T1E for 1800/2800 for LL, NM 1T3E3 and NM12-CE1B for 3700/3800 and PA-MC-8TE1+/ PA-E3/ PA-MC-8TE1+ for 7200 Series for Leased Line and NM-4B-ST/ WIC-1B-ST-V3/ WIC-1B-U-V2 for ISDN and ATM /Fast Ethernet Ports for DSL.

Provisioning the Base and Final Configurations at Routers of the Clients of BT Channels (Europe, Australia, Asia-Pacific and US).

Provisioning and Troubleshooting Leased Line Circuits like Ethernet leased Lines and (T1, E1, T3, E3, DS3 and STM1), DSL Circuits (ADSL/ SDSL in PPPoE and PPPoA), Frame-relay, ATM circuit.

Coordination with the Field Support Team in a scheduled manner for the Test and Turn Up or Commissioning activity including all necessary equipment such as correct cable types, CPE Cards, power leads and modules etc .

Aligning with other service providers across the countries to provide services to customers especially where the last mile coverage is extended by local service providers of the region.

Providing special services as per Customer requirement in extending WAN resiliency to Customer network through N*/MFR Circuits or ISDN/DSL Backup.

Configuration, Installation and Trouble Shooting on CPE Routers with the Access provided through GLOBAL TACACS.

Performing configurations for Change, upgrade & Cease orders as per customer's requirement that fits with ITIL standards in Process delivery, involved with Change/Configuration and Release Management of the ITIL Service Support.

KEY AREAS OF INTEREST

ITIL / ITSM

Management & Consulting.

Leading a team for better performance

Other Skills Strengthening My Candidature:-

Hardworking and Quick Learner.

Self-motivated.

Punctual.

Good communication skills.

Good team spirit and willingness to learn

Have been rewarded several certifications for consistent and top performer in various projects worked so far.

PERSONAL PROFILE

Date of Birth 20-11-1987

Sex Female

Marital Status Married

Languages Known English, Hindi.

Nationality Indian

Passport Number G3809986 -India



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