Experience

• 

  Hcltech

  Feb 2006 - Mar 2010

  Sme/qa

  Process: BT (British Telecom) Designation: Subject Matter Expert Responsibilities as an SME/Incident Manager in the organization were:• Handling Incidents pertaining to tools and operations outage, participating and initiating technical bridge to reduce production down time.• Primarily responsible for handling all major outages causing service disruptions. Taking necessary approvals in the timely fashion, allocating resource to restore the incidents at the earliest. • Example handling the restoration of incidents referring BT tools ( Resolve/ One View etc )Incident management, problem management –initiating platform for Daily Service review calls for discussing P1 & P2 incidents & actions, trend reports, RCA’s.• Updating higher management by following Escalation and notification on timely manner. • Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window• Worked as an L2 support specifically for the escalated issues or unresolved issues • Apart from Incident management was also driving the quality aspect, while being responsible for Transaction Monitoring Adherence and Actions and apprising the same to management.• Handling Quality scores of the team, so for checking Team scores with quality evaluators.• Handling escalated issues. Auditing the calls and sharing feedback with engineers, hence contributing in improving services to end users.• Sharing best practices with team members. Coaching and counseling team members. Support to the team members working in the same campaign. Responsible for generating daily and weekly reports. Was given responsibility of determining causes of repeated calls and calls quality. Lead the calibrations within the team & with the client as well. Show less

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  Csc

  Feb 2010 - Aug 2013

  Problem / incident manager

  • Driving all High Severity Issue (P1/P2) Resolution bridge calls for service restoration, effective coordination, escalation, notification and resolution.• Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window.• Close coordination with other Support groups like Windows, UNIX, Storage, Back-up, MNS, Database, Service Desk etc. for resolving all the infrastructure issues within SLA.• Sustaining high uptime for IT infrastructure services. Delivering as per OLA and SLA defined.• Incident management, problem management –initiating platform of Daily Service review calls for discussing P1 & P2 incidents & actions, trend reports, RCA’s.• Following up with onsite teams across various CSC centers to resolve and coordinate during Incidents and changes.• Following the Incident Management process cycle for every client specific /CSC Center Outages per ITIL compliance inculcating Change Management as per requirement and customer suggestion.• Participation in daily service review meetings discussing and sharing the incident occurred across shifts and domains such as backups, Networks, console etc.• Managing/driving ITIL best practices/Service Delivery & Support for Global support center such as SLA/OLA driving IA and RCA for clients. Creating Daily operations reports (DOR) and sharing it with higher Management.• Leading SRT’s to ensure incident will be restored asap by engaging the SDM’s whenever required to get the necessary approvals, following escalation and notification process every time to avoid any hit to OLA/ SLA’s.• Problem Management: As a secondary responsibility, driving the Problem Management process for the Sev#1 by making sure that resolver group has opened a PM ticket for every High Severity Issue and proper Root Cause has been provided with in the defined SLA. Show less

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  Ibm

  Aug 2013 - Sept 2014

  Itsm problem manager

  • Ensure correct Problem categorization and prioritization, dependent on business criticality and user impact.• E2E Problem Management Process owner• Diagnose Problems and chair meetings with support groups , internal and external to gain solution• Utilize Grey area diagnosis used to garner root cause when needed –5 Whys and Pareto analysis used to assist in RCA• Verify Root Cause and solution options and/or temporary workarounds• Approve results of Corrective Actions based upon predefined verification criteria• KEDB maintenance and ongoing documentation• Conduct Major Problem Reviews• Liaise with Change , Incident , Event , Release , Capacity and Availability Management throughout Problem life cycle to deliver quality outcomes.• Delivers Problem Management services across multiple accounts.• Deliver Problem Management services on a day to day basis. Ensure consistency of service provision through application of processes, procedures and tool-set.• Identify and implement efficiencies and savings within the Problem Management team. To cover financial, quality process and tool-sets • Co-ordinate Problem resolution, perform pro-active trend analysis, identifying common trends and repetitive faults, and drive overall trend improvements • Own and manage the Root Cause Analysis (RCA) process for all Major Incidents, ensuring all actions are progressed to resolution• Ensure that the technical groups adhere to processes and procedures, and that they complete and document Root Cause and Action Items and implement those actions to successful conclusion. Show less

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  Hcltech

  Sept 2014 - Sept 2016

  Associate consultant itsm

   Accountable for ITSM services delivery to one of the client covering ITSM Processes Incident/Problem /Change Management. KPI and DSAT handling. Handled different roles in ITIL Process Implementation & Consulting and delivering end to end ITSM services comprising Service Management Office as follows - Build, run & deliver Service Management Office – Defining Processes (Incident/Change), Implementation, Establishing Critical Incident Management, Process Governance, Audits & Reporting. KPI Monitoring Reactive & Proactive Problem Management Using 5 WHY Technique for delivering the RCA’s IT Service Management Process and CSI Consulting Services for Processes & in ITSM Tool. Established and streamlined ITSM processes & procedures. ITIL/Service Management Process Consulting, Process Design, Service Improvements, Transition & Transformation. Conducting Due Diligence, performing gap analysis and design the solution for all ITSM process. Responsible for understanding the processes active at customer’s environment and evaluate them against stated and standard business requirements in terms of ITSM processes.  Identifying and documentation of the GAP between the process in place and customers business requirement & industrialized ITIL best practices. Design a solution to bridge the identified GAP(s) considering  Industrialized ITIL best practices. Work closely with ITSM tools team to confirm the implementation feasibility of the designed solutions at the tool level.  Responsible for documentation required for Process, procedure, URS, training materials, test cases and change requests. Process Management, Metrics and Governance, Data analysis & Business reporting. Show less

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  Hcltech

  Dec 2016 - Nov 2020

  • Project Manager (Automation)

    Sept 2018 - Nov 2020

  • Service Lead

    Dec 2016 - Dec 2018
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  Hcltech

  Oct 2022 - now

  Group manager