Sakshit Kanchan

Experience

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  Wipro

  Jul 2021 - May 2024

  ITSM Engineer

  Leading end-to-end Change, Major Incident and Problem Management processes for Kotak Mahindra Bank, ensuring adherence to governing bodies, policies and minimizing service disruptions. Successfully implemented ServiceNow tool, assisted in tailoring the platform to meet the specific needs of the organization, ensuring seamless integration with existing system.Successfully orchestrated change deployments, ensuring optimal functioning of applications and services, while preventing and resolving incidents within SLA to reduce business and financial losses 24/7.Initiating and managing bridge/recovery calls through MS Teams and ServiceNow, ensuring business continuity , reducing downtime and minimizing response time to apply workaround to an impressive 20 minutes.Communicating effectively with stakeholders, providing timely updates on incident status, escalating to Senior Management as per the incident priority, following ITIL best practices and creating detailed chronology reports.Implementing the 5WHY methodology to track and document Root Cause Analysis (RCA) for incidents, mapping Incident with Problem or Change as required for resolution, enabling proactive measures to prevent recurrenceConducting Change Advisory Board (CAB) meetings to assess and approve changes, ensuring continuous improvement, no risk or impact on applications, services or assets.Conducting thorough risk and impact analysis for changes, scrutinizing artifacts such as Release Notes, Implementation Plans, Rollback Plans, RCAs, Business Approvals, UAT Signoffs, Test Cases etc.Ensuring changes were deployed within the designated maintenance window, minimizing the likelihood of incidents and ensuring proper rollback plans were in place for deployment failures.Closing the change tickets with proper close code after verifying the Post Implementation Review (PIR) signoff. Show less

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  Elitser Technologies

  May 2024 - now

  Technical Consultant