ITSM Lead / Major Incident Manager / Problem Manager - Tata Consultancy Services - Noida
(2020)
Currently from past 4 years working for Gemological Institute of America as client.
- Perform Major Incident Management/Problem Management based upon ITIL standards for High priority incidents (MIs/P1/ P2), to make sure problem is resolved within SLA.
- Perform timely Notifications/Escalations to Business, Stakeholders, Service Managers
- Effectively managing technical bridges to ensure the Incident should be Resolved with the SLA
- Monitoring the flow of incidents/problems from the time, they are reported until they are resolved and to establish clear root-causes for the reported incidents/problems to eliminate the possibility of their recurrence.
- Sending regular updates to Business for P1 / P2 every hour through Snow tool.
- Taking ownership to restore normal service operations upon agreed SLA, thereby minimizing the adverse effect on business operations.
- Detecting the incidents over a Health check and providing the appropriate/sufficient details to the concerned stake holders to provide a quick resolution of the same
- Proactive incident management: Performing a trend analysis and requesting the appropriate RCAs to the concerned stake holders
- Ensuring the team is trained on all processes and is updated on any new process change from time to time
- To prepare and publish the daily/weekly/monthly reports, WSR, Management Deck to all the concerned stakeholders, in a timely manner through presentations, aging.
- Prepare / Review / Approve Knowledge database
- Recognizing the root cause of Critical & repetitive Incidents.
- Updating the Known Error Database.
- Preparing RCA report for P1 & P2 incidents and communicating to the Business and higher management.
- Trend analysis of Incidents/Service request & Proactive problem identification through the trend.
- New Problem Management process circulated to avoid RCA manual process.
- Created new templates of RCA & Outages with 5 Why's.
Service Desk Lead & Incident Manager Lead - Tata Consultancy Services - Noida
(2018 - 2020)
Transition done from DXC
Service Desk Lead & Incident Manager Lead - Tata Consultancy Services - Noida
(2016 - 2018)
Transition done from DXC for Seadrill
Service Desk & Incident Manager - Tata Consultancy Services - Noida
(2020 - 2020)
Process improvement during Covid for Tata Steel & Virgin Atlantic
Service Desk & Incident Manager - Tata Consultancy Services - Noida
(2014 - 2016)
Hardware replacement & Incident manager for P1/P2 for CISCO
Service Desk & Incident Manager - Tata Consultancy Services - Noida
(2011 - 2014)
Coordination, facilitation and leading the restoration of a service for all incidents reported.
- Act as a focal point within the enterprise for all escalation and communication activities for outages and downtime related to the business applications and infrastructure.
- Ensure that service recovery is handled expeditiously and systematic issues and problems are addressed proactively and are communicated to senior management and executive levels for awareness and prioritization
- Ensuring compliance with SLAs, reviewing SLA Performance and recommend corrective action.
- Identify potential SLA misses and escalate them according to the defined procedure.
- Determining service level impact to set the Severity of the Incident.
- Responsible for restoring the normal services for Severity 1 & Severity 2 Incident.
- Sending major incident notifications, handling and managing the resolution bridge call in coordination with Support team as per the agreed incident progression timeline process.
- Publish weekly SLA report, Daily incident report across the support group and to Stake holders.
- Participation in monthly Service Review Meetings with the higher management and business.
- Remedy Audits to ensure compliance of process are getting followed by Resolver Group.
- SPOC for maintain the quality of tickets by performing daily checks and audits.
- Making sure all planned events are getting completed within the agreed down time so the services are not impacted.
- Prepared and maintained KPI and SLA data for the Incident and Problem management.
Senior Process Associate & Quality Manager - DCC - Gurgaon
(2004-01 - 2009-12)
Worked for (British Telecom, Orange & T Mobile) process in My Help and Support, troubleshooting the queries of UK customers related to Broadband, Email and IPTV (Television).
- Responsible for maintaining CSAT scores and prepare audit sheets
- Trainer – provide training and process knowledge to new recruits.
- Responsible for maintaining Daily/Weekly/Monthly reports of Service Desk
- Problem management and making sure that problem are closed within SLA's defined and services are delivered as per individual requests.
