Prashant Verma

Experience

• 

  Wipro

  Aug 2014 - Aug 2017

  Technical Analyst
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  CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED

  Sept 2017 - Dec 2019

  Senior Advisor
• 

  HCL Technologies

  Dec 2019 - Jan 2023

  ITSM Specialist
• 

  Ameriprise Financial Services, LLC

  Jan 2023 - now

  Technical Lead

  • Working as an IT Service Management Lead in a Product based company (Captive Unit).• Impact analysis, leading critical incidents (P1/P2) having high business impact till resolution.• Chairing and leading bridges for troubleshooting of major incidents for 500+ critical business applications and Infrastructure components within the organization.• Expert in handling major finance business related issues like Trade processing issues, critical mainframe or distributed batch amend/failures, Asset management issues, Wealth management or investment issues.• Reviewing/Sending Incident Alert Notifications to the Leadership/Stakeholders as per the ITIL standard process.• Being on a client side, managing multiple vendors and service providers and their escalation management.• Service-Now Dashboard review and modification. Perform incidents audits and trend analysis.• Assessing correct problem priority while major/recurring issues and drive them till closure.• Using Jira Software as a project management tool that supports agile methodology. From agile boards, tracking Stories in a Scrum, backlogs & roadmaps.• Using various IT tools like Service-Now, JIRA, Power BI, Dynatrace, Sumologic, Everbridge, DXNetOps, MS Office suite etc.• Performing SLA and GRC audits for internal and vendor incidents.• Conduct Incident management training for all internal IT teams on the monthly basis. Show less