Service Management

PROFESSOINAL PROFILE

A competent professional with 12+ years of experience in IT Technologies and Infrastructure, Major Incident Management, Problem Management and Change Management.

Proficient at managing process operations & experience of enhancing procedures, service standards for business excellence.

Resourceful at maintaining cordial relations with customers & providing value added customer service, ensuring quality and service norms to achieve customer satisfaction.

Excellent interpersonal, communication and organizational skills with proven abilities in team management and planning.

Experience in Continuous Service Improvement plan.

Expertise in handling global customers (APAC, EMEA and North America region).

Experience in Service Management & IT Operational Roles and Seeking assignments to showcase increased credibility enhancing professional growth while ensuring organizational growth.

Areas of Expertise

Enterprise Service Management

Major Incident Management

Problem Management

Change Management

Technical Service Desk Operations.

Reporting

Responsible for SLA’s/OLA’s

ORGANIZATIONAL EXPERIENCE

1. Company Name : Tata Consultancy Services

Duration : September 2011 to till date

Designation : Assistant Consultant

Incident Management Activities:

oParticipate in the major incident management call to facilitate documented workaround solutions for known errors and Known Risks and identify potential problems that require initiating problem management.

oProduce statistical reports demonstrating possible reoccurrences of incidents to initiate actions to fix possible potential interruptions to services identified during proactive analysis on the infrastructure.

oProvide the teams with pending or aged incident report and drive them towards closure before the SLA breach.

Problem Management Activities:

oParticipate in daily Problem Management meetings with various stake holders/vendors.

oDrive the technical teams towards problem record closure following the proper root cause analysis.

oProvide the RCA in a 5 WHY format to the client.

oEducate the technical teams on the Proactive and Reactive problem records and work with them to identify the permanent fix.

oIdentify the known errors and maintain KEDB.

Change Management Activities:

oResponsible for reviewing and approving all the Change Records – Minor, Medium and Major.

oGuide the technical teams to submit the change records with proper information.

oAttend the weekly and emergency CAB meetings.

oInvolve the technical teams in a conference bridge whenever there is a PIV required.

Service Desk Operations:

oManage Incident Service Desk Operation

oResponsible for Team Performance

oFault Analysis, Process improvement & Automation.

oPlanned and Emergency Planned Activity Management- Accountable to follow RACI model and make sure no or minimum impact.

oDecision Maker - Accountable to take immediate and effective decision for business to avoid loss or impact.

oPeople Management - Structuring team based on business need

oDaily, Weekly, Month report sharing with Clients.

oMIS and SLA trend Analysis.

2.Company Name : Wipro Technologies, Chennai

Duration : Nov 2010 to Aug 2011

Designation : System Administrator

Managing Major Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within the scope of the SLA.

Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties

Identifying appropriate timelines and targets for recovery actions, feedback and communications

Assessing and Agreeing Business Impact and Incident Severity Level.

Considering if Disaster Recovery or Business Continuity Management engagement is required

Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration

Understands and executes against agreed processes for implementing fixes/changes.

Highlighting risks and issues in actions identified during any Major Incident

Suggesting workarounds and methods of speeding up the recovery of an incident

Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process

Interfacing with Problem Management to ensure that items that might have a wider applicability are appropriately managed

Apply a structured methodology and lead change management activities.

Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.

Reducing the impact of change on the business.

Identifies areas for process, quality and efficiency improvement within the GOC; recommends prioritized enhancements with supporting details to Change Control Board and oversees implementation

Ensures processes and procedures (e.g. reporting, patches, updates and training) are in place to support scalable growth

Communicates and coordinates infrastructure maintenance and schedules.

Reviewing and updating process documentation.

3.Company Name : HCL Technologies

Duration : October 2009 to October 2010

Designation : Senior Analyst

Role : Incident Manager and GAM (Global Access Management)Analyst

Job Profile

Manage incident resolution from initial occurrence to successful outcome.

Worked proactively in identification of top recurring incidents.

Assist with development of incident process documentation & incident reports.

Chair Daily High Severity Incident Review meetings before start of business.

Responsible to set direction and strategy for the MI team and accountable for the resolution of Major Incidents and critical incidents under IT infrastructure, Applications and Security.

Understand the client expectation and ensure the delivery within the SLA.

Work closely with Duty service managers and with Problem Management Team.

Responsible to ensure Severity 1 & 2 SLAs are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.

Responsibilities for ensuring Client problems are resolved effectively, with minimum disruption to the business.

Follow escalation procedure to get appropriate focus from technical team and management.

Participate & contribute to client/ Stakeholder conference calls, management meetings & department meetings.

Client interaction and sharing the process update with the team members on daily basis.

Keep higher management updated about the Major Incidents via SMS and email updates till its resolution.

Identify and define important process Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics

Review the Major Incidents with IT Service Delivery Manager once the MI is resolved.

Preparing daily reports for incidents and problems and also providing reliable service delivery by adhering to SLA targets.

.

4.Company Name : HCL BPO

Duration : Nov 2007 to Apr 2009

Designation : Technical Support Officer

Role : Analyst

Job Profile :

Providing support to the customers of British Telecom Broadband Services for broadband connection queries and others diplomatically in different situations, supporting the British Telecom routers and modems, LAN and wireless connectivity, BT provided Antivirus.Taking overall responsibility for incident and service call.

Preparing daily, weekly and Monthly tracker.

Responding through Email and phone.

Manage and coordinate activities overall ticket life cycle

Tools: Service Now

oWorking with business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.

oLiaising with the Service Now development team to fulfill the functional requirements within ServiceNow for Incident and Problem.

oWorked closely with Service Now team and automated several reports thereby reducing the manual effort.

oEnable Sub Root Cause / Problem management Templates (Questionnaire for RCA Calls etc.)

oCreate and share Weekly, Monthly and Annual Dashboards depicting the Incident and Problem management performance against the defined KPIs using Service Now.

oCreated workflows for Incident Management, Problem Management and SLAs with-in Service Now.

o Proposing improvements Service Now to benefit customers.

Certifictions: ITIL 4 Foundation

Educational Profile

Bachelor of Engineering – Computer Science. Pt. Ravishankar Shukla University, Bhilai, Chhattisgarh

Personal Profile

Contact Information

Mobile Phone : +91-960*******

Email : adkylw@r.postjobfree.com

Date of Birth : 1st November 1983

Contact this candidate