Chetan Vikas

Experience

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  Bikham

  Aug 2006 - Apr 2010

  Incident Manager
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  Wipro

  Apr 2010 - Dec 2010

  Senior Incident and Problem Manager

  Key Result Areas Analyzing incident trends Making incident root cause analysis and initiating further actions to eliminate root causes through Problem Management Proposing and implementing process and support flow improvements Working with the Service Desk and 2nd line Support Teams, securing their compliance with Incident and Problem Management processes Supporting the Multichannel Global rollout and participating in Service Transition activities Combining Incident and Problem Manager and working proactively and cross functional, securing and improving performance always with End User Satisfaction and End user Productivity in focus Show less

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  IBM

  Mar 2011 - Dec 2011

  Global Incident & Problem Manager (Lead)

  Coordinating and managing the incident management process activities on a global scale. Driving the efficiency and effectiveness of the incident management process. Ensuring that all IT teams and vendors follow the incident management process for every MI. Ensuring that communications to all involved parties are initiated and updated on an agreed timeline Decide on the correct level of escalation Have high level technical overview, which teams needs to be involved Chair daily call with client operations management Building client relationship Managing controls in order to identify and resolve any deviations from the contractual and legal obligations between IBM and its clients Manage all Changes/Incidents mainly in the SAP environment Show less

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  Tata Consultancy Services

  Dec 2011 - May 2018

  Assistant Consultant

  Supervising the processes design & development and introducing measures to support process activities . Designed new Incident and Change process around ITIL methodology that met the needs of the business, and created Key Performance Indicators and metrics to drive continuous service improvement.Devising structured proceses for effective service delivery & achieving operational efficiency across organization, standardizing the process and accelerating the performance of the process ServiceNow: Designing and implementing the ITIL V3 processes in the Service Now platform. Defining rules, workflows and policies, managing the platform, integrating it with other systems and defining the functional requirements for processes. Creating advanced reports on the platform, designing and creating the workflow for service requests.Service Integration and Management: Providing the necessary consistent governance, assurance and management of multiple suppliers and services, whether these suppliers are external, internal or a combination of both. It includes approaches for supplier co-ordination, integration, collaboration, inter-operability and delivery. Creating an environment where all parties know their role, responsibilities and context and are empowered to deliver – and are then also held accountable for the outcomes.ITIL Process Consulting: Consulting in ITIL V3 based processes - Incident, Change, Problem, Service Request, etc. and Service management reporting. Providing support for operational improvement services. Providing our proprietary methodologies to guide the identification of problems and to serve as the basis for recommendations for more effective or efficient ways of performing business tasks.Training: Conducting internal team trainings for ITIL V3 processes, ServiceNow platform features and capabilities and Service Integration and Management framework. Conducting customer-centric training for ServiceNow tool, ITIL processes and operational procedures. Show less

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  DuPont

  May 2018 - May 2022

  SIAM Manager: COE

  Process Architect with an organization of repute. Deep knowledge of Designing and Implementing ITSM processes with SERVICE NOW Tool. Process implementation and SIAM Experience of 5 years. Expertise in analysis, design, implementation and management of ITIL Operations; certified in SIAM, ITIL & Prince 2 Practitioner.Strong knowledge on ITSM Toolset: Service Now, BMC Remedy.

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  Infosys

  Feb 2022 - now

  SIAM Practice : Principal Consultant