Coordinating incident management process and coordinating with team members involved in resolving the incident
Prioritizing incidents according to their urgency and impact.
Following up with assignees for closure of Incidents before agreed SLA's gets breached
Following up with assignees/assignment groups for closure of backlog incident
Maintaining a track of all incidents, updating all the relevant fields and their resolution to see if there are recurring issues.
Coordinating with all stakeholders on major issues and resolutions.
Working on process improvements
Negotiates and agrees with the Service Level Agreements with the Customer.
Negotiates and agrees with the Operational Level Agreements with the Service Provider.
Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new/ developing services.
Set up SLA’s and service targets in remedy for services.
Publishing CPI, KPI, GPI metrics on weekly and monthly basis to client
Follow up for change orders (CO) whenever a service is decommissioned, or any new change is being added to the existing service
Works on continuous improvement services as defined in the contractual documents.
Works on amendments for bringing changes in the metrics.
Works on Service Improvement Plans with concern teams and clients whenever the metric missed its SLA criteria defined in the contractual documents.
Ensuring continuous interaction with the team to make sure that area of concern can be worked upon and target and all other SLA can be met.
As a Problem Manager, will need to work on finding out the RCA and the corrective action plan by hosting problem meetings along with customer and the support teams.
After finding out the root cause and the corrective action plan, will prepare an RCA document and provide it to the customer. Will use that document as reference if any similar kind of issue occurs in future.
Coordinating with the other teams to ensure effective delivery of project solution keeping in consideration the client requirement and the pre-set parameters.
Experience
12 years of IT Experience in ITIL background at Tech Mahindra Ltd.
Currently working as ITSM Problem & Service Level Management
Good knowledge on ITIL standards & SDLC Process
Expensive knowledge on Incident, Problem management and Service Level Management.
Expert in implementing the Service Improvement plans and coordinating the teams.
Actively worked in project transition.
Actively participate in process remediations with clients.
Consistent and accurate in delivering the metrics to the clients.
Worked on application and DB server migrations and performed Manual testing.
Worked on Automation area and automated the tasks.
Good understanding in programming languages like VBA
Have experienced on working in multiple domains like health care Insurance, Banking, and Infrastructure
Education
Bachelor’s in Computer Science from Vandana Degree College affiliated by Osmania University
