Harrish Ahamed

Experience

• 

  HCL Technologies

  Dec 2013 - Jan 2015

  Associate

  Providing L2 support for internal and external customersEnsuring quick service restoration following an Incident and maintaining customer satisfactionEnsuring delivery & availability of quality service as per assigned service levelsEnsuring reduced service disruption for the business usersValidation and provisioning of access across entities for business users.Active participant in the escalation process and allocating requisite Service Manager for resolutionEscalating global high severity incidents to the Customer Incident ManagersSteering ticket backlog calls with Team Leads and ManagersGuiding the Incident Managers in auditing tickets with set parameters and updating senior managementGenerating & submitting Incident management reports to the senior managementSLM related activities actively keeping an eye on SLA’s of an IncidentWork with Quality team in addressing improvement areas and log defects using the defect prevention process (DPP) Show less

• 

  Wipro

  Aug 2015 - Jun 2018

  Senior Associate

  Part of Major Incident Management, Problem, and Change Management Processes for Campbell Soups account.Ensure communications on day-to-day service operations are delivered to appropriate customer staff.Ensure positive Client satisfaction and Client relationship is maintained.Owning the Global Incident & Major Incident management process for Campbell Soups account.Ensuring the SLA of all the Severity 1 (Major Incidents) are met within their respective Target Resolution Time.As a part for MI handling, ensuring that the communications are being sent on time, leading the bridge calls with the SME’s of the resolver groups for timely recovery of Incidents.Assisting Wipro Resolver Groups with all sought of Process Documents.Identifying the Continual Service Improvement and implementing when & where ever applicable.Imparting process training to the support team members periodically.Chair CAB discussionsPlan and oversee the successful rollout of software and hardware changes in a distributed IT environmentEnsures all changes are planned in advance and timely deployed into the live environmentEnsures only tested and correct versions of IT components are deployed into live environment thereby reducing failures of changes and disruption of existing Services.Perform RCA based on unplanned impacts to the businessPlan for appropriate preventive and corrective actionsReview and update Incident, Problem & Change Process communications to the rest of the team. Show less

• 

  BNP Paribas

  Jul 2018 - now

  Service Manager

  Planning of DR exercise for data center and applications Managing 300+ applications and 2 data centers for DREnsure compliance as per organization standards, so as there would be no hindrance of essential services during disasterScheduling and execution of DR exercise on regular basisOrganize meetings with stake holders for the phasing plan review and validationCoordinate with applications and Infrastructure support teams for securing resourcesScheduling a final review call with all the stakeholders to decide on GO/NO-GO call for the activity and communicate accordinglyPerform post implementation review for each DR activity and ensure the application meets the required criteria Ensure IT Service Continuity deliverables are being followed through by the organization and make close linkages with the problem management process where issues or risk ariseEnsure all patch management and vulnerability threats are mitigated in the most effective mannerEnsure to send weekly and monthly reports on the status of each business mandates to the senior managementChairing team meetings with the internal process team and support teams.Address the challenges and provide process improvement ideas in the monthly CSI meetingsPresent the team?s performance in Monthly/quarterly reviews.Conduct training sessions for ensure new hires and existing resources get adequate account and process knowledgeConduct periodic reviews / brain storming with the Service Management and Delivery teams Show less