Shashank Yerdoor

Experience

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  Infosys

  Feb 2010 - Jul 2010

  Process Executive

  Deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. Required to quickly diagnose and triage issues. Resolve Incidents using SQL or dispatch to the appropriate Resolution Group.Perform incident & change management activities to mitigate issues that affect the availability of supported applications. Work with other Backend engineers to implement applications into a pre-production and production environments adhering operational support model.Facilitate communication and provide well written documentation for technical groups and IT / Business management.Represent team at various organizational meetings related to maintenance. Show less

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  Dimension Data

  Aug 2010 - Apr 2012

  Process Associate

  Devices monitoring, measurement and reporting mechanism for Incident & Problem Management.To minimize the adverse impact on business operations by restoring normal IT service operation as quickly as possible. To act as an Escalation Point for all Incident related issues. Effective and rapid response to Major Incidents, also chair all Major incident meetings & technical Bridges further develop and maintain the incident management process.To make sure the all Critical and Major Incidents are addressed within SLA response and send out alerts for all such incidents. Ensured to be able to successfully bring down the MTTR (Mean time to resolve)Identifies trends and potential problem sources by reviewing Incident and Problem records. Ensure that any service breach is suitably recorded and described before it is closed.Produce metrics for service performance and customer satisfaction both on a regular and an ad-hoc basis. Show less

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  FoodForethought.in

  Apr 2012 - Jun 2013

  Business Analyst

  Support in Analysis and Reporting in Supply Chain areas like Planning, Operations and Logistics with ITIL FrameworkCommon responsibilities included strategic operations analysis, scanning business processes, identifying performance trends, bottlenecks, data analysis, data mining, preparation of reports, and project management.Use strong system skills and business knowledge to examine the effectiveness of vendors supply chain operations and to communicate conclusions. Develop reports and analysis for continuous improvement.Work closely with the Development team to facilitate testing, training, implementation & support of functional requirements.Monitoring data management to keep accurate product, contract, pricing and invoicing information.Perform on request analysis and reporting support to other Service Delivery units and stakeholders as agreed within Service Excellence.Bridge the gap between the business and IT to ensure the solutions meet requirements. Show less

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  Wipro Limited

  Sept 2013 - Mar 2016

  Service Operations Manager

  Owning the Outsourced Managed Services working onsite at Cisco Systems.Heading Asia Service Management & Operation for Enterprise Network Platform, Managing Service Level & Operational Metrics. To support operational activities for infrastructure systems of Enterprise and Network services. Major Incident Management - Managing & owning the Enterprise major incidents through to service recovery adhering to SLA. Employ multiple channels to effectively communicate Change and Enterprise impacting disruption of services to the organization.Lead investigation for RCA of critical incidents, collaborating with domain teams and ensure necessary known errors and preventive actions are implemented.Enterprise Problem Manager: Assisting IT teams with Problem Management Process. Leading PIR meetings for all Critical Priority Problem Records/Incidents and for any recommended High and Medium Problem Records/Incidents. Act as the point for effective control over coordination, communication, escalation, and follow up.Convene, Coordinate and facilitate CAB review meetings.Works with infrastructure and application owners to ensure all requests for change are executed according to defined policy and process so that change is introduced with minimal disruption to the business and meets internal, federal, and third party audit requirements. Design and create Service reports for KPI’s and CIO review for various levels of Management.Liaison between business users and development teams by serving as business problem solver. As part of Continual Service Improvement, monitor the effectiveness of Major incident, Problem and Change Management process and making recommendations.Train Level 1 Incident coordinators on the ITIL framework and process followed within the organizational structure.Represent the Service Management team at various organizational meetings. Show less

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  NTT DATA Services

  Mar 2016 - May 2022

  Senior Consultant - Change Manager at one of the Big 4 Investment Banks

  To provide governance and lead a team of technical deployment staff for Service Operations including but not limited to Change, Incident and Problem management process. Designing the strategic approach to managing change and support operations that fall within the domain of change management.Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change. Evaluating the change or release impact and organizational readiness to limit potential risk. Providing actionable guidelines on reducing the impact.Supporting training and communication as part of change management. Activities may include designing and delivering specialized training resources to appropriate userbase.Coordinate application & infrastructure maintenance windows with Global and Area-level business leaders, including determining dates, times, local resources needs and obtaining business approvals.Evaluating resistance in adopting the change at the user, process, and technology level.Authorize Change requests and chair the Change Advisory Board for changes presenting higher risk.Conduct post-implementation reviews to assess the decisions related to the change request.Participate in DR exercises for assigned products, including the coordination of DR test dates & times with Area-level business leaders, communicating DR exercise status to Global and Area-level business leaders during the exercise, and acting as the Product Team Lead representative for specifically assigned DR test exercises.To provide a trend analysis for the various specific KPI's and develop plans to improve performance and productivity of the change, incident and problem management process as required.Work with Audit Implementation & Enablement Leaders on the Business-side to ensure SLA adherence. Support other ITIL service management processes as required. Show less

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  NTT

  May 2022 - now

  Service Delivery Manager

  Responsible for high-level client relationship management and act as liaison during delivery of a professional service or support engagement or an outsourced solution. Single point of contact for customer escalation and its resolution.Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of services and projects that support the client’s business.Work with the Transition team and assigned Technical Account Manager to develop a Standard Operating Procedure document that includes processes, escalation lists, runbooks and design documentation.Provide assurance regarding the compliance of, and lifecycle management for, all contracted ServicesSet up and lead Quarterly Business reviews (QBR) with Customer’s Key decision MakersInterface with internal contract management and technical services teams to normalize and execute change ordersReview new offers and service capabilities to upsell or cross sell opportunities Support billing / invoicing inquiries and/or disputesMonitor client satisfaction and identify service improvement plans to address client’s satisfaction with the service Show less