Manager Service

Vishal Jain

A-**, Pandav Nagar, New Delhi ******.

Contact: +91-997*******

Email : ***********@*****.***

Service Management Lead (SIAM)

Client Relationship Business Development IT Service Management Vendor Management Operations.

PROFILE

12+ years of IT/ITES experience with the past 6 years actively managing a technically diverse staff through the delivery of high level, consistent and responsive End User Services, Tools, Cross Functional (CFS), Strong knowledge and application of ITIL principles to improve efficiency and delivery of services. Directly responsible for EUS, Tools, CFS, MNS, IPC Management and Lean IT Compliance teams.

Part of IPC Process Team under Business Managed Services Operations in terms of Change Management Problem Investigation Incident Management, Operations, Suppliers, Stakeholders, Escalations.

Creates Process Documents for our customer as having ability to do it with required understanding and business requirement.

Always play a key role in identifying the Service Improvement Plans and lead then also.

Good understanding of Service Now ticketing system tool

Always focus on clear and good communication at multiple internal and external levels

Most strong ability as per me i.e. I am flexible, adjustable, smart working and hard working too on various business critical situations. And, make sure to be available “On Call” 24x7 as the main account manager.

Manage the Central Respiratory where all the approved Documentations of agreed processes and procedures are available every time

Being a Process professional, I always make sure that all the functional teams must aware about the process, so to keep it happen I always take training to ensure process guidelines are understood and followed and provides point of contact for process related questions of issues.

Making sure that, there must be proper sync among Business as IT processes must be aligned as per the business needs.

Attending Sync up calls with other stakeholder to discuss about the incidents occur so that we can more dig down the case along with suppliers to find out the best quality Root Cause and Corrective Actions of the problem.

Consults for regular review of service level agreement (SLA) performance data.

Executes collaboration between stakeholders where appropriate. Facilitates communication with customer, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.

Chairs quality and operational meetings with Functional/ Technical teams.

Identified Customer pain points & formulate plans to expedite the resolution in problems by involving suppliers.

Ability to organize, delegate, and leverage resources to accomplish objectives.

Strong analytical skills, strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.

Regular meetings with client to understand their concerns and business needs.

Part of Service Delivery Assurance Internal audit.

Communicate with other departments to obtain information so that they can respond to customer’s requests.

Make sure that the response towards the queries of the client must be fast, with required genuine information.

Worked with the customer to understand issues and requirements and analyzing them with what we can deliver and responding to requests for help to grow the business.

Chair Customer facing Meetings and Presentations to the Executive level.

More than experience of Half of Decade in IT Service Management Operations, delivery, Management, Governance.

Ability to interact with individuals on all organizational levels and Strong organization skills.

Excellent communication and interpersonal skills, with ability to develop cohesion in group through team work and resourceful ideas

Proactive individual with a pioneering career reflecting strong leadership qualities coupled with hands on expertise in spear- heading customer service, team management and Operations Management.

Technologically astute possess keen analytical & troubleshooting skills for effective problem resolution.

Professional Experience

HCL Technologies Limited, Noida.

Designation : Associate Consultant.

Deployed Job: Manager (CFS, Service Management)

Period : Sep 2013 – Present

Handling a Team of 10 resources spread across Noida & USA.

Change Management:

Manages End to End Change Management as responsible for overseeing all changes introduced into customer's production environments to ensure that the risk of impacting the availability of services is minimized.

Assess the change impact and risks. Identify, analyses, prepare risk mitigation tactics

Review implemented Changes to ensure they have met their objectives

Chair the weekly CAB process, ECAB, participating in DSR and preparing various MIS reports. Maintaining the status of RFC's, including action items from the CAB call.

To ensure the defined Change Management processes and procedures are adhered to by staff carrying out their tasks and where appropriate initiate appropriate training to rectify non-conformance.

Making sure that all the respective CI’s are being updated in CMDB as it is the pillar for Delivery to be successful

Making sure that CMDB is proper ally towards the complete information of All CI’s

Making sure that the integrated services at CMDB level are working fine, because this plays a key role to run other processes fine and smooth.

Analysis of Emergency & Failed changes to check on any repeated incidents and causes of failure and possible mitigation of future failed changes. Communicate information proactively to management to maintain awareness of the successes achieved through trend analysis.

Interact with Problem Management for any incidents caused by changes, follow up on PIR and assign action items if required.

Conducting the PIR call to review failed changes to understand Reason of failure with the objective to have lesson learnt to avoid re occurrence of the similar failure.

Train support staff on Change management process for better efficiency and to reduce the breach count of changes in our delivery

Problem Management:

Manage End to End Problem Management, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.

Managing root cause analysis between technical teams.

Tracks the progress of all Problem Records to ensure they are actively moving through the Problem Management Process.

Taking Define Phase Meetings to find out the Focus areas along with all the stakeholders like internal as well as external.

Should conduct Quality check of the RCA Documentation, Review Root Cause and verify high level action plan for permanent solution and should ensure its all under SLA control

Governing the Complete Problem Management in terms of Problem Investigation Records, Operations, Suppliers, and Stakeholders etc.

Behave as Escalation Manager to expedite the Problem Investigations as per the Ericsson Business if required.

Helps in improvement of Operations in Problem Management Process Team

Critical Incident Management:

Manages End to End Critical Incident Management as responsible for overseeing all Sev1 and Sev 2 Incidents must be resolved ASAP.

Facilitating and coordinating technical meetings. Leading and facilitating post mortem investigations into high impact faults.

Handling the escalated Sev-1/ Sev-2 calls for effective resolution along with MIM, SME’s, Vendors and Clients.

Provide adequate means for efficient handling of Critical Incidents via Contact lists, War Room.

To enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents

Quality of updates being made into the Incident Records.

Worked with all stakeholders to identify the workaround or resolution for the Incident

Setting expectations of all stakeholders about the timelines and permissions required for the resolution and send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved.

Track Invalid hop counts in critical incidents and spreading awareness through E-mail notifications to improve the work quality across all technologies.

Preparing Weekly Executive Analysis for closed P1/P2 incidents and sending it to Managers, SDMs GSDM and DU Head.

Initial Audit of Critical Incidents (P1/P2s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident Summary and necessary attachments are there

Infrastructure Service Coordination –

Coordination of local and global IT Infrastructure projects

Management of third party suppliers

Coordination with the Responsible person for Respective data centers, so that we can make sure that everything is in sync.

Making sure that they are following Doer Checker Compliance.

Sometimes plays the role of consultant for the local business in IT infrastructure end user matters. Provide guidance and advice in terms of processes and available technology like IT Service Management Tools.

Coordinates with respective teams for scheduling, and implementation of small to medium projects, communicating closely to headquarters and the local business units.

Responsible for the onsite facilitation of service requests from providers, understanding the technical requirements and being able to perform technical tasks.

Support the Infrastructure Services Delivery Manager in managing the Projects including implementation, Pre-Testing, Post Testing and Review. Assist the Asset Management function as required.

Executes collaboration between stakeholders where appropriate. Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.

Should verify that the timing of planned implementations does not conflict with other planned changes or events. And should verify appropriate actions have been planned to minimize both risk of failure and the impact on users during change implement

IBM INDIA, Gurgaon.

Designation : Lead Operations.

Period : October 2010 – September 2013

Monitoring network, emails and conference bridges 24x7 testing of system health and functionality, actively escalate and then coordinate problem resolution

Deftly managing as central point of contact between internal teams & partners, also, managing notifications and communication to internal staff and partners regarding outages and maintenance activities, queue control.

Providing highest level of support for customer care – ticket management, B2B and assisting in postpaid operations with deployments and hot patch code execution

Working with IBM Resolver teams, authorize & authenticate vendors, assisting Change control with RFC & deployments

Coordinating and monitoring troubleshooting to isolate and diagnose common system problems: document system events to ensure continuous functioning. Recommending course of action and implement as approved.

Supervising manpower, office management, communication with Vendor and coordination with customer and Line Managers

Handling queries/tickets (Siebel)/calls/alerts as per the priority basis and assigning it to the concerned team.

Handling Mobile testing, deftly checking all the 3G, Call, SMS and MMS related services on the hourly basis through the software.

Conducted discussions on daily, weekly & Monthly basis for the analysis of technical complaints handled by the technical team for network optimization.

GENPACT (GE Money Services), Gurgaon.

Designation : Process Developer.

Period : August 2006– October 2010

Making outbound calls to customers who have been delinquent in making payments on their accounts.(Late stage 4-7 Due) USA & Canada.

Resolving escalated issues.

Providing support to the other Agents in the team in resolving the issue of the customer with the updated information.

Assisting the Team Leader in the smooth functioning of the process.

Technical Proficiencies

OPERATING SYSTEMS: Windows 10/8.1/7/XP ● iOS

SOFTWARE/APPs : MS Office 2016/2013/2010 ● MS Visio ● MS Lync ● MS Project ● Bomgar & LogMeIn (Admin) ● AirWatch (MDM)

Juniper and Cisco VPN ● Remedy and ServiceNow (ITSM) ● McAfee, Cylance ● Remote Desktop Connect ●

CallFire ● Schneider Monitoring.

AD and EXCHANGE : Active Directory ● EXO ● On-Premise and Cloud Environment ● DirSync

NETWORK/PROTOCOL: TCP/IP ● DNS ● DHCP ● SMTP ● POP3 ● LDAP

Education

B. A (Hons) Geography Delhi University (Bhim Rao Ambedkar Collage), Delhi.

SYMBIOSIS Pursuing Post Graduate Diploma in International Business (MBA).

Certifications IITL Foundation ITIL Intermediate (Service Transition) Microsoft Certified Professional Microsoft Specialist (Windows 7, Configuring Microsoft Certified Technology Specialist (Windows Server 2008 R2, Desktop Virtualization) Lean IT Certified Pursuing Project Management Professional (PMP)

Pursuing Prince 2 Management Professional.

Personal Details

Date of Birth : 30 July 1981.

Father’s Name : Mr. S.C. Jain.

Gender : Male.

Marital Status : Married.

Nationality : Indian.

Languages Known : Hindi & English.

Notice Period: 3 Months

Place: New Delhi date : (Vishal Jain)

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