Major Incident Manager

SHUBHAM SHARMA

M A J O R I N C I D E N T M A N A G E R

+91 - 816******* ****************@*****.*** https://www.linkedin.com/in/shubham-sharma-mim ABOUT ME

* ***** ** *********** ** understanding and awareness of the ITIL Incident management, change management, service level management, problem management process and procedures.

Having Knowledge of IT Service Management (ITSM) and ITIL methods, tools, processes, principles And practices along with customer focused attitude and comprehensive knowledge about IT Infrastructure technologies and solutions. Good understanding in Client Side, Server side scripting, Business Rules, ACLs, Service Catalog and has hands on experience in building custom applications. Specializing in ServiceNow development, Integrations and Application development. Experienced ITIL-certified Major Incident Manager. Leadership qualities, strong interpersonal and Relationship building. Self-motivated, proactive team player with innovative ideas to inspire partner loyalty. Ability to Multitask and make sound Judgements in Fast paced, high stress environment. CORE SKILLS SKILLS

Major Incident Management Possess strong interpersonal and communication skills with a track record of managing customer expectations and building relationships.

Working closely with Top Level Management to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-making.

Service Request Management

ServiceNow ticketing tool

Stakeholder Management

Documentation / knowledgeable articles

Problem Management

Customer service

Root Cause Analysis

Process improvement

Event Management

Operations management

SLA Reporting

Service Desk Management

Change Management

Team building and mentoring

Release Management

Change Management

Team Management

Agile

SIAM

WORK EXPERIENCES

Good Understanding of Service now workflow.

On-need basis Willing to support 24x7 coverage of P1, P2s &Critical P3s. Serve as the primary point of contact for clients during client outages (in coordination and with support of Service/Client Managers)

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

Ensure that Incidents/problem assigned to the Support Groups are managed, investigated, tracked to resolution in timely manner and within predefined SLA and that service is restored.

Tracking of the incident and relevant timeline including progress and status. Execute and document post incident summary, root cause analysis RCA to lessen the likelihood of repeat incident with any other client in future. Ability to frame and communicate technical issues to a broad constituency (engineers to executive level management).

Responsible for ownership and coordination of actions identified within the MIM. Manage Critical Situations with the goal of reducing outage time and delivering world class service to our clients.

Manage the Post Incident Review (PIR) process for Major Incidents to drive identification and resolution of root cause to prevent incident recurrence. Assist with the implementation of workaround solution as needed. Ability to command authority to set action plans to meet client needs without direct supervisory control of the resources involved.

Strong understanding of Incident, Problem, Change. Establish and manage bridge calls.

Developing and managing a knowledge management portal, project documentation and reporting served as a key member of the Infrastructure Team ensuring that the most effective resources are aligned to restore the Business service, including follow through root cause analysis and future prevention/risk mitigation within ITIL disciplines. To ensure that all SLA’s and KPI’s are met.

MAJOR INCIDENT MANAGER

NTT DATA

DEC 2023 - TILL DATE

Manage all aspects of event lifecycle from inception, identification, action, root cause analysis and long term prevention, utilizing First Data incident management best practices. Initiate Bridge calls.

Drive communication and teams to ensure uptime of Infrastructure within SLA. Co-Ordinate with Multiple Platform teams to get the issue resolved. Exposure to ITIL Framework.

Handle Client contact and engage as and when needed. Proficient in implementing Service Catalog, IT Service Management and Knowledge Management processes on ServiceNow.

Responsible for the overall incident management activities within Cingular's Information Technology organization.

Prepare Root Cause Analysis report post incidents and handover it to Concern team to check so that it can be shared with clients. Drive the RCA calls and ask the correct team for preventive actions that need to be taken to prevent such types of incidents in future. Hands on experience in creating custom Business Rules, Script Includes, UI Actions, Notifications, Flows, Workflows.

Directed ITIL process to quickly restore services after all incidents. Hands on experience in designing and development of Scoped Applications. Knowledge on ITIL and Agile process.

Hands on Experience in Data Policies and SLAs and Schedule Job. Monitoring incoming tickets, providing phone support, responding to email inquiries. Govern the Incident Management processes and make sure the processes are running smoothly and act as a point of contact for Client and Vendors. Drive the daily status calls with all the stake holders. Analyzed the clients' organizational structure and infrastructure environment and bridged group chats & calls to resolve incidents within SLA timelines. Make sure all the process documents are in place and update as and when required. Served as a SPOC for various incidents and service request as reported by users and system monitoring, assigned the task to Engineer based on priority. KPMG GLOBAL SERVICES PVT LTD

TATA CONSULTANCY SERVICES (TCS)

AUG 2022 - NOV 2023

JUL 2018 - JUL 2022

TRAINING & CERTIFICATE

EDUCATION

Principles of IT Service Management System (ITSM)

ITIL 4 Foundation Certificate in IT Service Management. ServiceNow Certified Administrator

ServiceNow CIS-ITSM

ServiceNow CAD

Google Data Analyst Cerification - Coursera

BACHELOR OF TECHNOLOGY 2018

UNIVERSITY OF PETROLEUM AND ENERGY STUDIES

DECLARATION

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. DATE : SIGNATURE:

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