Pramod Gaidhankar

Experience

• 

  Wipro

  Oct 2014 - Aug 2021

  Change Management-Conducts Change Management Service Reviews forum to review overall Change Management performance with both Change Management system customers and actors-Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented-Responsible for communicating and implementing the overall direction and management of the Change Management Process-Drive Power maintenance calls for the critical sites. -Manages all the critical changes gets validated post implementation during weekends.As a Release Manager :--Work with developers, product managers and operations engineers to define, manage and execute milestones for each release-Engage with development teams not currently under Release Management to establish release management processes-Build and align the organization’s release calendar, working closely with development managers.-Work closely with the Change manager to improve ways of working-Work with the development (technical) leads to establish and document release plans and communicate those plans to all necessary participants-Work with IT management to improve the software engineering processes associated with continuously building, deploying, and updating software.As Capacity Manager :- -Preparation of production reports/performance graphs, system resource utilization report and presenting it to CP management/customer on daily/weekly basis.-Responsible for preparing the capacity baseline reports being delivered to customer on monthly basis having hardware/software/database configuration details and historical usage stats.-Analysis of system resource Utilization/ storage space Utilization, set up the clean-up rules on high-utilized servers, providing suggestions on the need of additional resources/hardware.-Convert current usage trends and forecast usage into capacity requirements for customer. Show less IT Professional with 5+ years of experience in Change and Release management. A quick learner and an efficient team player. Having a wide knowledge base in Project Planning, Implementation, People Management and Development of Procedures and Processes. Roles & Responsibilities:• Was associated with one of the major accounts bagged in by WIPRO right from the transition and was involved in stabilizing the change management process along with SLA measurements and preparation of process documents.• Responsible for the End to End change control process, performing the technical and administrative functions associated with the change management process for the region.• Hosting the ICAB, CCAB and Technical review meeting and publishing and distributing agenda prior to invite.• Reviewing the CIP (Change Implementation Plans) thoroughly, analyzing the risks and Impact of the changes further and approving these major changes if suitable.• Monitoring the changes till closure and perform PIR (Post Implementation Review) wherever required.• Work closely with Configuration, Incident and Problem Management.• Provide daily updates regarding the process in daily process review meetings and streamline all the operational activities for the smooth flow of the process.• Quality checks of new resources & conducting training sessions for project knowledge.• Manage high level service complaints & implementation of support improvement recommendations.• Knowledge Sharing & Documentation.• Providing reports based on adhoc requests• Understanding the change implementation and converting the no risk and routine changes into Standard ones so as to maintain a balance of standard and non-standard changes.• Prepare SOP’s for Business.• Change ticket Audit every month.• Focused on all Unauthorized, Failed, partial success changes so that the business in not impacted.• Actively participated in client relationship meetings. Show less I was involved initially to take the transition to settle process of ITIL Process Driven Change Management and then to drive it further according to the business needs. Primarily involved in performing certain modifications, statistical analysis and the presentation documents to the process to produce the quality output.-Later on, took initiatives to prepare the Global TAB/CAB agenda, before transition to Wipro Implementer s/Requestors get their changes dropped on chat window for discussion.-Extended support to increase the quality of process.-Identified Technical Coordinators from the respective towers to check the hygiene of the CR technically before presenting it to TAB/CAB-Standard change proposals were documented and approved from client, so that team can get there Regular/Low Risk changes logged and get it implemented.-Prepared SOP’s for Business and change process trainings were conducted.-Daily Change huddle calls were initiated with change coordinators from the towers.-Educated towers about the importance of following change process flows and the activities involved.-SLA and KPI were designed and trying to set up Service Now flows for Change Management.-Initially sent a pre-defined checklist to everyone and the checklist for the CR’s is provided depending whether it is Standard/Normal/Emergency. Asked the Change Requester to attach all the mandatory documents in the CRas per the checklist.-High Risk and High impact changes were brought to the Wipro Technical Support Group.-PIR were done for all Emergency, failed, partial success and backed out changes. Show less -Handled first-level incident / problem determination and resolution on a 24x7 basis Service incidents and queries within the agreed service levels. -Timely escalation of incidents to higher levels when required. -Perform basic Service Requests based on Standard Operating Procedures. Follow quality / security process defined for the engagement.-Mentoring new engineers to the SD role-Following the incident management process and team members involved in resolving the incident over teams bridge.-Respond and effectively manage our Major Incidents (P1 and P2s) for Infrastructure and Application issues.-Lead and coordinate with technical resolver teams for Major Incident recovery for P1s and P2s-Record Major Incidents into the client’s Incident Management System-Understand and clearly communicate the business impact of major incidents-Prioritizes major incidents based on business impact to the client-Coordinate and escalate as required the technical support groups involved for Major Incident recovery, including external vendors to expedite resolution-Take and record detailed notes for all Major Incidents-Communicating with IT resolver group and adding them on teams bridge-Logging incidents as per reporters request and attaching RFC to incidents if provided or required changes.-Responding to a reported service incident, identifying the cause, and initiating the incident management process.-Prioritizing incidents according to their urgency and influence on the business.-Collaborating with the incident management team to ensure that all protocols are diligently followed.-Logging all incidents and their resolution to see if there are recurring malfunctions.-Adjusting the incident management process as required ensuring its effectiveness.-Communicating with upper management if major issues are found in the IT system. Show less

  • Senior Associate Consultant

    Jun 2019 - Aug 2021

  • Associate Consultant

    Jan 2018 - May 2019

  • Associate

    Jul 2015 - Dec 2017

  • Project Engineer

    Oct 2014 - Jul 2015
• 

  CDA IT SOLUTIONS

  Aug 2021 - Sept 2022

  Senior Associate - Incident, Problem & Change Manager

  -Coordinate, control and monitor changes to the systems environment to ensure operational stability.-Drive and track the Change Management life cycle. Update and maintain the service catalog based on any changes and new releases.-Track service readiness documents are created and accepted by stakeholders and that transition risks are identified and mitigated. Ensure that all release and deployment packages can be tracked, installed, tested, verified and backed out if required.-Prepare and chair CAB meetings, formally communicate decisions of Change authorities to the stakeholders-Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)-Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate-Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective-Track Problem governance metrics and continuously seek to improve the Problem management KMs.-Owned and managed the daily activities of the Problem Management process.-Perform problem management following the enterprise process of detection, isolation, cause, and resolution of application system and infrastructure faults-Identify the underlying root cause of problems-Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures-Manage Minor incidents and coordinate with respective teams in timely to meet the SLAs of P4 and P5 incidents.-Responsible for efficiency and effectiveness of incident and problem management process.-Responsible for creating support document for service desk in case of any workaround/steps that can be performed for specific issue.-Responsible to analyze root cause, identify known errors and coordinate fix said actions. Show less

• 

  HCL Technologies

  Sept 2022 - now

  Technical Specialist - IT Service Management

  • Develop, implement and manage SLAs for all IT Services in line with business requirements and ITIL standards.• Monitor SLA performance, identify areas for improvement and take necessary action to ensure compliance• Facilitate regular SLA review meetings with key stakeholders and vendors.• Develop and maintain IT Operations reports for performance tracking and analysis.• Work with the Service Desk team to ensure timely resolution of incidents, problems and changes.• Manage vendor relationships and monitor their performance against agreed SLAs• Prepare and deliver presentations on IT Operations performance to senior management.• Prepared IT Operations reports on incident management, problem management, change management and performance metrics• Liaised with other IT teams to resolve incidents and problems within agreed SLAs.• Centralize automation of report for clear visibility of Performance & progress.• Resource unit data preparation for billing of all devices within the environment.• Solar winds availability reports(HPNA, Net Disco, AMITA Presence tools). Show less