Mithun PMP, PRINCE2 Practitioner, ITIL,MBA (IT),AWS

Experience

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  HCL Infosystems Ltd

  Feb 2005 - Apr 2009

  Sr Engineer

  • Handling dual responsibility of IT and operations on ITIL parameters.• Looked after Bring-in-maintenance & onsite Toshiba Laptop.•Provided onsite support to both individual & corporate customers.•Appreciated for handling high level escalations. •Meeting deadlines without compromising quality norms and adhering to SLA & ITIL concepts•Developed customer relationship, which helped to get AMC business & further sales order from corporate customer.•Increased Revenue AMC & up gradation. Show less

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  TSYS

  Apr 2009 - Jul 2010

  Senior Incident & Problem Analyst

  Responsibilities:•Appreciated for been an effective communicator with relationship management skills with the ability to relate to people at any level of business and management across the globe. Significant experience of working with customers, project managers and technical teams for smoothly executing concurrent projects. •Responsible for interface and interaction between L1, L2 & L3 Support SME’sIncident support and classification, investigation and initial diagnosis, initiating resolution, incident tracking and closure of reported incidents. •Manage/drive all Sev 1 and Sev 2 incidents and events which are escalated to/from the Service Desk per procedure until ultimate ownership is identified and/or the event is resolved; •Assess negative customer feedback; analyze/diagnose problems associated with the interaction; contact customer to acknowledge concerns and take appropriate measures to alleviate similar concerns in the future.•Facilitating cross functionally the restoration of normal service operation as quickly as possible while minimizing the adverse impact on business operations.Clients handled:•Barclays•ABN AMRO•SBAF•FTIL/UBI Show less

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  Tech Mahindra

  Jul 2010 - Dec 2015

  Responsibilities: Implementation Management•Created Statements of work & proposals•Responsible for interacting with customers, engineers, telecommunication managers, key technical personnel and contracted vendor representatives to ensure end-to-end change implementation solutions.•Preparing CAF and tracking it till implementation.•Auditing procurement request in interpret tool raised by team.•Assisting in getting digital sign off from regional heads and facilitating in updating data base. •Handled network infrastructure implementation and delivered operational support through TDA.•Responsible for managing change with technical impact and configuration assessment.•Handled design documentation like (HLD) and activity report writing skills.•Oversaw system performance and implementation of performance tuning •On time escalation to concern team and closely co-coordinating it.•Conducted analysis of customer technical requirements Show less Responsibilities: All round Project Quality Assurance •Leading 4 BT Network Projects and responsible for monitoring Transactional Quality •Mentoring Quality Aspects to operation associates through effective training, counseling and feedback•Drive Operational Excellence with an objective to improve performance on all Quality Parameters and process non-compliance viz. Quality Score, Fatal Error, Customer Satisfaction Score, etc.Conducting weekly/monthly reviews with the Service Delivery teams to check compliance to existing actions plans and initiate new activities if needed.Regularly review performance of the Internal Teams to ensure their Efficiency & Effectiveness via measurable Objectives and Key Performance Indicators.Consolidating and presenting to the senior management the overall service quality dashboard based on QCP /process health check resultsOutlier Management – Detect Outliers and execute appropriate Action Plans for Continuous Improvement(CI) initiativeAccountable to ensure current product quality specification fulfill client’s requirements by analyzing the data by working in a continuous process of evaluating Audits and providing feedbacks and coaching to bridge gaps. Main purpose is to identify the incidents failing to meet predefined standards and to get the root cause.Projects handled:•CLSA,•Unilever•Shared Desk•Standard Chartered Bank Show less Responsibilities:Process Transition •Involved in Transitioning of services from onsite to offshore like preparing the complete transition plan and coordination with onsite person on regular basis •Understanding client requirement on the basis of process development and modification.•Facilitate project managers for desired result by involving and collecting information from all the stake holders.•ITSM Consulting - Implementing ITIL standards for current project under SLA environment by upgrading it to Problem Management from Incident Management.•Monitored with Domain Managers and stake holders so that deliveries had been approved and scheduled according to business expectations.•Regularly tracking project status, client handling, resource management, Customer Satisfaction Index - CSAT Show less Responsibilities:Process Initiations •Responsible to tracking, managing, coordinate and documenting client deals for analyzing and building processes , workflows & DLP on ITIL framework. •Worked in the areas of capturing As-Is Business Process & defining the To-Be proposed processes for system rationalization / transformation projects.•Recording of incidents related to IT, INFRA, Applications and databases under TechM scope. •Responsible for tracking, monitoring and closing of all documents related incidents.•Responsible for guiding and mentoring IT-Service desk activities, identifying training needs and liaising with the Project Manager – Service Desk and Circle Operations Head. •Monitoring the uptime of infrastructure services and incident management, maintaining SLA-RCA, transitions and knowledge transfer. •Customized processes based on the client's maturity level with each of the ITIL framework (Incident Management, Change Management, Service Request Management, Capacity Management, etc.). Show less

  • Sr. Infrastructure Network Engineer

    Jun 2010 - Dec 2015

  • Sr. Quality Analyst

    Nov 2011 - Oct 2014

  • Senior Technical Associate

    Jul 2011 - Nov 2011

  • Infrastructure Management Associate

    Jul 2010 - Jul 2011
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  BT

  Dec 2015 - Nov 2021

  Project Manager
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  Wipro

  Dec 2021 - now

  Senior Project Manager