ITIL V4 certified service management professional with 12+ years of experience across ITES Industry, Service Operations, Incident & Problem Management. Currently serving KYNDRYL India Pvt Ltd as Critical Incident and Service Manager with applied ITIL/Agile Scrum practice. Well recognized for technical diversity which includes hands-on expertise in VMware and Windows Servers, IT Service Management (ITSM), Leading Conference Bridge and Performing Crisis Management that includes Incident management, Problem management, Change management, Service desk management, and customer centric skills.
Experience
Experienced in managing low to high-severity incidents end to end across the entire incident life cycle in accordance with availability, resolution and restoration SLAs.
Managing the client’s IT infrastructure under various competencies like Incident, Problem, Change, Reporting and Service Level Management using ITIL concepts.
Provides primary initial incident support. Documents, categorizes, and prioritizes incidents as they occur.
Aggressively drives conference calls with the customer, internal support teams and third-party vendors.
Provides timely feedback to upper-level management on all incidents. Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds, and resolution of incidents.
Always work towards continuous improvement of process and procedures.
Provides detailed Root Cause Analysis (RCA) documentation to Problem Management and attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action. .
Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
Experience in direct Client Handling, People Management and Service Level Management. Conducting reviews over video conferencing with client on regular basis.
Experience to govern a user-friendly environment, delivering high class customer support, working with the sole belief of “Customer comes first”.
Goal-oriented individual with strong leadership capabilities. Proactive engagement/involvement with business to identify areas for service improvement, value adds and ensuring service continuity.
Relevant Skills:-
SLA management and reporting
Profound Knowledge of incident response management
Proficient with ITIL processes and practices
Ability to make strategic and tactical decisions
Ability to multi-task in a fast-paced environment
Ability to understand and communicate high level technical concepts
