Ajit Shewale

Experience

• 

  P-Calyxsis

  Jan 2007 - Jul 2007

  Senior Executive

  Project: UK Outbound Sales – Convinced UK customers to invest into stocks and shares in UK and US markets, by providing details related to investments, advised with promotional offers and requested for investments through regular follow-ups through calls and communication mails.

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  Infosys

  Jul 2007 - Mar 2010

  Senior Process Executive

  Project: Infosys BPO LTD. (Billing & Semi Technical support) - Responsibilities user creation, manual registration in billing tool. - Assisted users technically for Static IP. business customers. - Provided fix for reported issues through Email, remote assistance.- Created reports using Remedy tool as First Level Support. & provided First Call Resolution.

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  Mphasis

  Jun 2010 - Feb 2012

  Senior Technical Support Analyst

  Project:- American Express – - Assisted users technically using remote tools & applications. - Supported application installations, updated patches for various tools & applications.- Provided remote assistance for MS-Outlook, Live meeting & Office Communicator. - Handled Escalations for clients & provided First Call Resolution according to the set KPI's.

• 

  Vodafone

  Feb 2012 - now

  Responsible as a Risk, Incident & Problem, Change Manager:- Manage end-to-end major incidents and create major incident report for European Local Markets- Attend Cab discussions for critical change implementation by the cross functional teams that could cause any major service outbreaks.- Initiate communication mails for major incidents to Management, Global Service Manager, SLT’s- Initiate bridge calls for critical incidents, taking timelines for impacted service & applications - Initiate discussions, checks, corrective and preventive actions for impacted services.- Follow-up with the cross-functional teams related to the critical incident management process.- Discussion meetings with Global, Local Service Managers to review, analyze Major Incident Reports - Problem investigation discussions for continuous process improvement & action plans to reduce critical outages during business hours.- Trained newly joined colleagues to manage incidents, effective communications & process related knowledge.- Meetings with cross functional teams such as application, vendor, infra and network teams for proactive and reactive incident analysis & checks.- Being in charge creating management periodic reports such as daily, weekly & monthly incidents, changes & major incident report. Show less Asst. Mgr. (Infotainment-Services - 2 Years) Responsibilities:-- Meetings with stakeholders and MOM communications. Communicating service changes, updates & activities.- Understand key specifications & functional requirements with markets & co-ordinate with DevOps & testing teams for right output.- Data reporting, managing escalations and feedback whenever necessary.- Engaged with cross-functional services and teams for effective solution, incident & problem, change & release mgmt.- Prepare decks on targets achieved & met for service availability, SLA and recording Knowledge database.Asst.Mgr. (Sim lifecycle Mgmt. & Workforce identity access Mgmt. -1 year 4 months)- Responsibilities included Sim procurement for different testing projects.- Processing Sim demands from Central Testing Centre via. Jira request creation. - Ensuring different tariff provisioned, activated by different markets. - Reporting end-to-end tracking to avoid cost incurred for any additional Sim demand within SLA. WIAM- Responsibilities included creating accounts for internal & external vendors.- Approvals for access extension, tokens for Vodafone share point services. - Issues raised related to access, incidents logged and prioritized for quick fix.- Communicate markets and stakeholders regards to service and records changes. Show less

  • Deputy Incident Problem Manager

    Mar 2016 - now

  • Assistant Mgr. - Sim LCM & Infotainment Service

    Nov 2012 - Feb 2016

  • Senior Executive

    Feb 2012 - Oct 2012