Rishabh Agrawal

Email: adij9o@r.postjobfree.com

Contact Number: +91-998*******

Pune, India

LinkedIn: https://www.linkedin.com/in/rishabhagrawal04/

CARRIER SUMMARY

A self-motivated IT professional with an in-depth understanding of IT Service management. Expertise in utilizing ITIL methodologies to transcend service delivery models through cross-functional outsourced and onshore teams. A strong passion for working with clients and in client-centered environments. A conceptual problem solver with attention to detail and dedication to meet and exceed SLA's and results.

PROFESSIONAL SKILLS

Skill in ITSM Process Modules, Service now.

Knowledge of ITSM Modules (Incident Management, Change Management, Problem Management, Knowledge Management, Asset & Configuration Management)

Certified in ITIL 4 foundation

Hands on working experience in Tools like SNOW (Service Now), Remedy, BMC DISCOVERY etc.

Experience of working in Windows.

Process Trainer for Wipro.

EDUCATIONAL QUALIFICATION

B. Tech in Electronics & Communication SRCEM, RGPV University (Bhopal)

WORK EXPERIENCE

Allscripts Ltd.

Allscripts is a healthcare IT company that is invested in and committed to organizations across the globe. Financially robust and growing globally, Allscripts as a company is dedicated exclusively to healthcare information technology solutions and services.

Location Eon IT Park, Pune

Period June 2019- Till Date

Designation Incident & Problem Manager, Change Manager, Knowledge Manager

Roles and Responsibilities

INCIDENT MANAGER

Major and Crisis incidents, ensuring they are with the correct resolved teams providing overall management and oversight of these war rooms to a timely resolution, and managing any outstanding actions.

Manage and escalate all Major and Crisis incidents in the operations team and take charge of resolution activities and drive them towards the resolution.

Facilitate the information/communication flow towards internal and external stakeholders and provide leadership and guidance on Major Incident conference calls.

Drive post-incident reviews for the outages to ensure continuous improvement and root causes analysis.

Proactively monitor the environment to mitigate the occurrence of a significant major incident.

CHANGE MANAGER

Analyze the change records on daily basis.

Review all the changes to ensure the implementation plan in properly documented in the change task.

Review Changes for post implementation review, Emergency Changes, Expedited Changes, Normal Changes, Failed Changes.

Send the weekly Out of Compliance CRD report to Compliance and CRD responsible.

Review and ensure the user acceptance testing (UAT) confirmation is received post the test implementation window (Test start date to start end date) before moving to implement the changes in the production environment.

Extract the report weekly to assess the approved, failed, rejected changes.

Extract a report to assess the Incidents resulted from changes.

Identify the ageing changes and the reasons for to identify bottlenecks in change lifecycle like pending approvals, review stage, etc.

Handling post-implementation reviews for any changes as necessary.

Reviews and audits the process and its techniques and methods to ensure they are continuously improved

Monthly prepare the Quality framework for CRD audits.

Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by all the processes.

Review the compliance controls and ensure the templates are filled with the information. The escalation matrix of Compliance management will be followed for no response.

Monitoring the effectiveness of the Change Management process, making recommendations for improvement, and carrying out process improvement initiatives in agreement with the Process Owner.

Validating change preparation quality and documentation completeness of CRD selected for review.

Drive the discipline of updating CMDB through the Change Management Process.

Conduct weekly Pre-CAB meeting.

Conduct weekly CAB Meeting.

Maintain a change freeze calendar.

KNOWLEDGE MANAGER

Deploys the process and related methods and techniques

Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities

Determines Service Lifecycle information requirements

Reviews and audits the process and its techniques and methods to ensure they are continuously improved

Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process

Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use

Directs and schedules the training of staff and Knowledge Management Champions

Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings.

Wipro Technologies

Period Nov 2018 till April 2019

Designation Problem & Incident Manager, Asset and Configuration Management

PROBLEM MANAGER: -

Responsible for managing the lifecycle of all Problems

Primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

Maintaining information about Known Errors and Workarounds.

Support and engage senior leaders and Coach managers and supervisors

Support organizational design and definition of roles and responsibilities and Manage the Problem portfolio.

INCIDENT MANAGER

Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Planning and coordinating all the activities required to perform, monitor, and report on the process.

Ensuring post-review of priority incidents.

Chairing the incident and problem review meetings.

Following defined escalation path when needed, as defined in the escalation policy.

Notifying the participants in the Incident Management process when standards and procedures are not being followed.

Rerouting misdirected incidents that have not been handled in a timely manner.

Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion.

CONFIGURATION MANAGER

Setting up a CMDB process compromising analysis, plan, design, and implementation phase.

Discovering and pushing data through MBC Discovery.

Making Roadmaps for CMDB process and get customer signoff.

Managing all customer CMDB’s end to end and run scheduled reports out.

Working on Service now discovery and Mapping service.

Preparing data models based on the data inputs provided by Customer.

Managing CI to CI relationship models.

Preparing CMDB completeness status reports.

Performing CMDB account on frequent intervals as agreed with customers.

Keeping a track of number of CI’s added, decommissioned, missing attributes etc.

Awareness of locations of physical servers, virtual servers, routers etc.

Interrelation with other process modules like Change management, Incident management and problem management.

ASSET MANAGER

Perform strategic management of hardware and software assets.

Responsible for managing lifecycle of Hardware and software assets.

Updating ADDM for project.

Managing inventory of asset and CI making sure that modifications, withdrawals, and addition of existing ones are correctly recorded to ensure vendor contracts are compiled with.

Ensure that the implemented Asset Management policies and procedures are aligned with the customers’ corporate Asset Management policies and procedures.

Identify and plan, in the context of the customer’s organization and OMCs, who will play the role of Asset Receiver when new assets arrive.

Define and standardize the roles, procedures, standard checklists (including the verification of shipment details), and actions to be followed when new assets arrive in Complete or Short Shipments and when the wrong or damaged shipments arrive.

Apply the Asset Depreciation, Asset Decommissioning, Asset Retirement, and Asset Disposal policies in line with the regulatory or legal obligations of the customer and OMC compliance obligations.

Create and manage the responsibilities within and across the teams that manage physical security (where assets are deployed and operated) and the teams that own the technical responsibility of the assets during their lifecycle.

Ensure that the asset warranty and support contract information is current and highlight any critical assets that will be out of warranty or vendor support in near future.

Plan and conduct periodic audits according to the prepared audit plan.

Verify that all updates to the AMDB have a valid and approved SRs or RFCs before making changes.

Enforce adherence to the asset management policies and processes

OTHER SKILLS: -

PROCESS TRAINER

Provide ITSM trainings (ITIL overview, Incident, Problem, Change, Release, Asset and Configuration, Availability Management) to new hires.

Provide Cross Functional Trainings to different domain personnel.

Pursuing Functional Consultant training in different Multinational organization.

PROCESS AUDITOR

Perform audits and quality checks of ITSM process modules for various accounts in within the organization.

iZMO Ltd. – Bengaluru, Karnataka

Handled complaints, provide appropriate solutions and alternatives for the websites within the time limits and follow up to ensure resolution through Incidents.

Obtain and evaluate all relevant information to handle product and service inquiries.

Work with cross-functional teams to ensure customer satisfaction.

Right Step Technologies – Noida Uttar Pradesh

Resolve customer complaints via phone, email, mail, or social media.

Work with the customer service manager to ensure proper customer service is being delivered.

Maintaining a positive, empathetic, and professional attitude toward customers all times.

OTHER TECHNICAL SKILLS

Skills ITSM Modules

Operating System WINDOWS Server 2008

IT Tool SNOW

Programming Languages C, C++

Database Access SQL

Certifications ITIL 4 Foundation

PERSONAL DETAILS

Date of birth 4th March 1991

Marital Status Unmarried

Languages known English & Hindi

Nationality Indian

PRESENT ADDRESS

Flat No – A 401 MI Casa Bella

Wakad, Pune, Pin code – 411057

STRENGTHS

Good communication & Presentation skills

Team player

Self-Motivated

Punctual, Organized and Regular.

DECLARATION:

I hereby declare that the information furnished above is true to the best of my knowledge.

(Rishabh Agrawal)

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