Address: Flat No: ***, Giriraj Classic, Plot no.**/65A,Sector 20,Koparkhairane, Navi Mumbai 400709

Contact: +91-904*******; Email: adsr7k@r.postjobfree.com VISHAL G BHOYAR

INCIDENT/CHANGE MANAGEMENT – ITO SERVICE DELIVERY

Seeking to explore challenging opportunities with an organization of repute to add further business value

Result-oriented industry professional with 19+ years of versatile experience in ITIL processes & practices, delivery of IT services within large-scale enterprise environments.

Handling – Incident, Change & Service Desk –ITIL modules in multiple projects.

Proven ability in maintaining business-critical applications/ systems, implementing best practices in customer service and technical support.

Skilled in Service Delivery Management, IT Operations Management, Onsite Deployment Co-ordination.

Optimize resource utilization and manage day to day project activities in compliance to delivery schedules.

Efficient Team Leader & Player, combining communication, interpersonal & problem-solving skills with analytical, decision making and leadership capabilities to enhance organizational objectives. Managerial Competencies include…

System Implementation/

Configuration

Compliance Management

Reporting & Documentation

Quality Assurance

Customer Relationship Management

Cross Functional Team Coordination

Team Management

~ Played key role in implementation of processes to minimize unauthorized changes from 10% to 0% ~

~ Reduced percentage of urgent changes from 7% to 2% and failed changes 5% to 0% ~

~ Acknowledged for accomplishment of various KPIs in service desk operations ~

~ Instrumental in implementation of processes aimed at effective closure of complaints & leads calls ~

~ Instrumental in development of technical manuals & trouble-shooting documents for supported applications & routine calls ~

~ Accomplished billable minutes on several occasions ~ MSX International

Sr. Manager – Infrastructure & Operations (Apr 2021 – Till Date) Job Profile : In charge of using established methodologies and procedures to execute high-profile projects with direct senior management exposure. Involved in reorganizing business structures, business processes and IT systems. Responsibilities –

Lead IT Service Management Function Service Scope i. e. 6000+ Servers, 200+ Storage & Backup Devices, 300+ Network Devices, 100+ internal applications, 55 Circle Locations across globe.

Managing Partner KPIs across delivery locations (APAC, APMEA, Europe)

Managing Integrated Services Delivery across portfolios covering Surveillance, Service Mgmt. including Incident, Problem and Changes for the GTS – Across Globe

Automated Management Dashboards, Daily/ Weekly and ad-hoc management reports across IT Organization using Business Objects & Tableau Reports

NOTEWORTHY PROFESSIONAL CONTRIBUTIONS

PROFESSIONAL EXPERIENCE

Build Service Catalogue, negotiated & defined KPIs, SLA/ OLAs with business and setup end to end SNOW Suite to handle the SM Workflows

Key projects delivered included building and setting up system surveillance and response with SNOW Suite Reliance JIO

Operations Manager – Service Management (Feb 2016 – Apr 2021) Job Profile : Managed IT Operations and consolidation of IT Infrastructure across 3 locations in India. Introduced SLA- based Centralized IT Service Delivery Model as per ITIL Framework. The initiative helped overall reduction of IT Cost by 35% on average over period of 5 years.

Responsibilities – (Feb 2016 – Apr 2021) - Reliance JIO

Creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance.

Act as a coach for senior leaders and executives in helping them fulfill the role of change sponsor.

Provide direct support and coaching to all levels of managers and supervisors during transitions.

Support project teams in integrating change management activities into their project plans.

Support the design, development, delivery, and management of communications.

Conduct impact analyses, assess change readiness, and identify key stakeholders.

Support and engage senior leaders and coach managers and supervisors.

Support organizational design and definition of roles and responsibilities.

Integrate change management activities into project plan.

Evaluate and ensure user readiness.

Manage stakeholders, track, and report issues.

Define and measure success metrics and monitor change progress.

Support change and incident management at the organizational level.

Lead ISO Governance for the whole of IDC Org. including IT and Facility Operations and had ‘0’ non-conformance in last five years

Fiserv India Private Limited

Incident and Change Management (April 2012 – Feb 2016) Job Profile: Accountable for managing and delivering IT services while handling various projects. Worked on multiple projects, holding multifaceted responsibilities for various capabilities of ITSM. Responsibilities as Incident Manager (Dec 2012 – Feb 2016) - Fiserv India Pvt. Ltd

Manage incidents from low to high severity across the entire problem life cycle in accordance with resolution and restoration SLA.

Produce proactive reports, trending analysis, service level reporting, process consultation & application of ITIL best practice.

Incident Management for the ETG Account. Co-ordinate incidents requiring multi-vendor engagement. Drive effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents

Manage and escalate to third party vendors for specified incidents.

Maintain close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met.

Analyze process metrics to identify and recommend improvements, improve productivity and increase client satisfaction.

Conduct incident management trend analysis within the supported production environments.

Review and evaluate incident records to ensure handling of incident and severity level determination.

Analyze the data collected for process improvement efforts and to validate best practices.

Conduct monthly review with Client and briefing them on the SLA’s achieved current state of the project and discuss the planning and schedule of technology innovations in pipeline to be implemented in the project.

Follow-up with project support team for incident resolution of Severity 1 & Severity 2 incidents.

Coordinate and manage activities during overall incident life cycle.

Participate in bridge calls for effective coordination, incident resolution and service restoration.

Submit weekly & monthly reports to ITSM team & Project Account Delivery Executive. Responsibilities as Change Manager (Apr 2012 – Feb 2016) - Fiserv India Pvt. Ltd

Reporting to Change Manager Lead India and working on project with an association with a subordinate.

Lead CAB & ECAB Meetings; generate/ submit weekly & monthly reports to ITSM team & Project Account delivery executive.

Define standards & procedures, conduct periodic reviews to ensure alignment of change management controls to support deployment activities and implementation of business requirements.

Coordinate with ITSM India Team to integrate standard practices for Change Management process designed for India at project level.

Review implemented changes to ensure alignment to business objectives.

Involved in identification & implementation of operational issues. Responsibilities as Service Desk Team Leader (Aug 2008 - Mar 2012) - Fiserv India Pvt. Ltd

Reported to Service Delivery Executive (Operations Manager) and handled a team of 12 resources.

Managed KPI’s for inbound & outbound process and handled escalations.

Generated weekly & monthly statistical and departmental performance reports for submitting to Senior Management.

Prepare and submit quarterly SLA reports and prepare monthly shift roaster & analyze trends on staffing.

Ensured the adherence to company policies and procedural guidelines.

Liaised with agents and customers to ensure quality assurance standards.

Conducted weekly staff meetings to discuss departmental issues, project initiatives and action plans.

Prepare and submit quarterly SLA reports and prepare monthly shift roaster & analyze trends on staffing.

Identify and implement solutions to operational problems including proactive analysis.

Conduct weekly review with vendors pertaining to status updates. EDS Pvt. Ltd

Sr. Technical Support Officer (Sep 2006 – Aug 2008) Key Deliverables:

Took calls from Dollar Thrifty Automotive Group related to NT Accounts, Password Resets, Mainframe, Configuring Outlook, Active Directory, Creating OU under AD, printer related issues, Third Party Software Installation and Trend Micro Installation. Installed, Configured and trouble shot VPN and software tokens.

Worked with Level2 Technical team for installing, upgrading, and testing Microsoft OCS Thick Client and Web Client for Audio and Video conference calls and Instant Messaging on several users across FIG and escalated issues to Level 2.

Worked on Application & System logs and Security Event logs, Configured Event Log analyzer for generation of event logs and finding resolutions for the same from Microsoft support and escalating them to Level2.

Monitoring, tracking, and reviewing the advancement of an incident, and keeping the customer informed, closing incidents and confirming customer satisfaction post-closure.

Created (IMAC) Install, Move, Add, Change requests for New or existing employees of DTAG.

Troubleshot Windows related Incidents via RDP, VPN and Escalated Incidents to Level 2 as per SLA’s. WNS Global Services Pvt. Ltd

Customer Service Associate (Oct 2005 – Sep 2006)

Key Deliverables:

Monitored updates on Antivirus Server in the Data Center and verified Web Servers of branches for updates.

Involved in remote updating of web servers, downloading & installation of patches on Web Servers.

Implemented patch on user desktops for virus removal. Installed & troubleshot issues related to printers.

Generated various reports for the senior leadership team. Virgo Computronics

Hardware Engineer (May 2003 – Apr 2005)

Key Deliverables:

Assembled, troubleshot, and configured Desktop’s and Laptop’s.

Troubleshot and installed Windows XP/2000 Operating Systems.

Installed third party software’s on Desktop’s/Laptop’s.

Installed & troubleshot issues related to printers

Efficiently handled high volume of tech support calls.

Diploma (Computer Technology), 2000

Govt. Polytechnic, Bramhapuri

B.E (Computer Technology), 2005

Rajiv Gandhi College of Engineering, Chandrapur

PGDIT (Information Technology), 2012

Symbiosis Centre for Distance Learning (SCDL), Pune

ITIL V3 Foundation Certified

MCP Certified (Windows Server 2008 Active Directory, Configuring. Exam: 70-640)

Professional Project Management, PMI PDU’s Awarded: 35 hours

Date of Birth : 27th Jun 1980

Languages Known : English, Hindi & Marathi

References : Available Upon Request

PERSONAL DOSSIER

EDUCATION

PROFESSIONAL DEVELOPMENT

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