Mukesh Kumar

Experience

• 

  Accenture

  Jun 2011 - now

   Take lead responsibility for ensuring that we document, maintain, improve, and communicate our processes and standards and those we maintain our compliance with ISO standards. SPR (Monthly Service performance review) whatever transactions being done in each supporting team along with SLA’s & KPI’s broadcasting in the report for Client.  Coordinated with teams & Client for process update like implementation for discovery tool & change task creation for configuration team etc. Responsible to initiate the required processes in case of high priority incidents like initiating the bridge, coordination within teams & sharing comms etc. Maintaining track of SLA and severity of incidents as per SOW and making available information about problems, workaround and resolutions using a known error database.  Managing CMDB for servers CIs & SSL certificates through ServiceNow for Client. My role requires an overall administration of CMDB like create, maintain & update the CIs in CMDB through change process. Monthly CI reconciliation this activity conducted by CMDB team and sending all CI’s along with all attributes data with CI’s owners to verify with them. Prepared Configuration Management Plan for Client. Log & own all incidents throughout the lifecycle. Responsible for assigning incidents within a group. Automating Excel reports using VBA. Identified training needs for the Team and organized / Conducted training programs in Service Management. Discovering and coordinating with Team members for sharing the latest updates. Auditing documents and other reports sent and uploaded to SharePoint by the team and sharing feedback on real time basis for performance improvement. Preparing shift roster and ensuring availability of team in 24*7 working environment to complete day to day activities. Show less

  • App/Cloud Support Specialist

    Jun 2021 - now

  • Sr. Analyst

    Jun 2011 - May 2022