Vibhash Kumar

Experience

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  Wipro

  Apr 2011 - Dec 2012

  Senior Analyst

  BBOS Troubleshooting and BES activation.Role: Blackberry Engineer • Providing technical assistance to Blackberry customer regarding their Blackberry Enterprise services, POP/IMAP/OWA email account configuration on their blackberry handsets.• Assisting with blackberry handset settings related issues based on different operating systems like (4.0, 5.0, 6.0 and 7.1).• Configuring their POP/IMAP/OWA email accounts with Microsoft outlook.• Helping them to create, store and delete backup of their blackberry data.• Helping them to upgrade blackberry device operating system with the help of blackberry desktop manager. Show less

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  HCL Technologies

  Dec 2012 - Oct 2017

  Process Manager

   Responsible for Managing Critical, High Severity, and High Priority infrastructure related Incidents with High Impact & Urgency. Get impacted/degraded services restored as soon as possible which involve coordinating the efforts of teams from multiple technology disciplines to focus on quickly restoring service. Real Time & continuous follow-up with global support teams for Critical incident resolution. Liaise with the Customer as focal point for all high priority & major incidents reported. Provide technical direction and coordination to the resolver groups. Drive group chats and bridge calls effectively to resolve incidents. Experience of sending out executive alerts and communication mailers as IT Bulletin. Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Produce weekly and monthly KPI reporting on team performance. Coordinate with Change Management teams in case of emergency changes are required to resolve a Major incident. Work with all Stakeholders to perform Root Cause Analysis (RCA) on Major Incidents and submit the same to Customer with complete action items/plan to stop/reduce the number of reoccurrence of Major Incidents in future. Show less

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  NTT DATA Services

  Nov 2017 - Oct 2020

  Service Manager
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  Siemens Energy

  Oct 2020 - now

  IT Service Manager