Vishal Trivedi

Experience

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  Atos

  Jun 2015 - Apr 2019

  Associate ITSM Consultant

  As an IT professional with extensive experience in Service Management, I have served as the lead for all IT Knowledge Management, Major Incident Management, and On-Call operations. My responsibilities have included process education, enforcement, and governance to ensure operational excellence. Additionally, I have served as the deputy for Incident/Change Management to guarantee smooth operations and resolve any issues that may arise.In my role, I have worked closely with the Director of Technology Systems to facilitate and document major incidents. This included updating ServiceNow Major Incident Work notes and ensuring that changes and incidents are associated with Major Incidents. I have been available 24/7 to assist with Major Incidents whenever they occur.I have also worked to facilitate ongoing communication and coordination between various IT teams to ensure alignment with service management and departmental goals. This has included collaborating with technology teams to execute the knowledge lifecycle for Technology Service Desk, Field Service Maintenance, IT Professional, and End-User Self-Service Knowledgebase.I have performed trend analysis, identified top incidents, and worked with teams and individuals to minimize incidents. I have driven efforts to improve overall stability and availability by ensuring problem resolution and implementing service improvement programs. I have a strong grasp of the ITIL Problem Management framework and have worked with Tier 1, 2, and 3 support teams and 3rd party vendors to review, agree, and implement permanent solutions for Problem records. Finally, I have ensured that technical teams update tickets and follow the Incident Management process in accordance with Quality Assurance qualifications. Show less

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  Tata Consultancy Services

  May 2019 - now

  I am a seasoned ITSM Team Lead with a strong background in ITIL, Lean and Six Sigma, process quality, audit, service excellence, and information security. I have successfully managed the end-to-end service delivery of Incident,Problem and Change for a Financial Sector client, ensuring timely and effective resolution of incidents, minimizing business impact,reducing failed changes and repetative issues.Some of my key responsibilities and achievements include:- Overseeing the daily operations of Incident Management, Major Incident, and Triage services, with a focus on process improvement, client satisfaction, and service excellence- Serving as the primary contact for operational leaders and IM senior staff, ensuring service delivery excellence and strategic alignment to the business- Working closely with account Client Delivery Managers and business leaders, aligning strategic and account goals to provide solutions that meet customer expectations and business demands- Collaborating with SLM, Problem Management, Service Request Management, and Service Desk teams, driving Continual Service Improvement to interlock processes and fine-tune services and processes for more efficient delivery service- Taking preventive and corrective actions as necessary based on analysis of incident management service delivery performance and driving alignment to standard CSC processes to ensure the overall health of the Incident Management serviceWith my experience, skills, and expertise, I am confident in my ability to deliver outstanding results and contribute to the success of any organization. Show less As a dedicated professional, my experience in leading Service Management Operational Excellence and quality at Corporate IT level has been a true asset to my career. My expertise in implementing industry best practices and hands-on experience in Service Now reporting has allowed me to successfully drive Agile methodologies.Working alongside Service Owners, IT Managers, and Service Desk Managers, I have been able to identify and close process gaps while continuously improving the quality of IT Support Services. As a focal point within the Service Management Office, I have been responsible for data collation and dashboard updates, as well as collaborating with CAB, Problem Management, and Service Portfolio Management to ensure the service health for critical services within IT is maintained.In my role, I have planned and managed IT delivery and PI planning, while executing regular internal process audits, analyzing the results and proposing changes and enhancements based on the findings. I have also been responsible for coordinating Change Management workflow including review, approvals, planning, escalation, follow-through, and closure, ensuring change approvals/rejections are obtained in a timely manner.Setting ITSM KPIs and producing trending analysis reports, scorecards, and dashboards, I have obtained, prepared, and provided evidence of compliance of processes required during audits and reviews. With my skills and expertise, I have successfully delivered ITSM & OE Professional Services by measuring the process KPIs and taking the necessary corrective actions when required.Overall, my ability to promote and lead Service Management Operational Excellence and quality while implementing industry best practices, coupled with my strong attention to detail and exceptional problem-solving skills, has enabled me to make a significant impact in my field. Show less

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