Pradeep Kumar

Experience

• 

  IBM

  Jan 2017 - Jul 2021

  Cloud Delivery Specialist

  As a Problem Manager, responsible to drive effectiveness and efficiency of Problem Management process liaise with customers, IT executive, IT platform managers. Participating in Problem Management meetings and reviews. Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels Analyzing SLA report and sharing the SLA impacted PR / RCA list to CDM, with proper justifications for SLA failure for PR / RCA for gaining due date extension approval to save SLA Gathering data, compiling information and preparing statistical and trend analysis reports for generating PRs and thereby RCAs as per client / management requests. Handling and planning multiple review meetings for RCA, and action items. Very good understanding and awareness of the ITIL Problem management process and procedures. Change Coordinator- Accountable for the complete process, Responsible for ensuring that the Change Management process is being followed correctly. Designs and recommends metrics and reports for management Providing a fully functional Change Management process resulting in customer satisfaction Show less

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  NatWest Group

  Jul 2021 - Jan 2022

  Service Delivery Manager

  Creation of EC2 instance for testers as per the need of daily and S3 versioning. IAM role to create & control AWS users and groups access to AWS services and resources Scheduled and run triage checkpoint calls to ensure cloud environment status and incident details which are under investigation with technical teams and ensuring that the goals of the incident management process are achieved; restoring the service as soon as possible based on customer perspective and within defined SLA. Detecting, logging, categorizing & prioritizing incidents and providing initial incident support. Closing incidents after verification from users, defining & planning separate procedures for major incidents and ensuring adherence to SLA and priority based management. Show less

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  HCLTech

  Jan 2022 - now

  Senior Technical Specialist