Anand Shrivastav

● Coordinated application support services, facilitating smooth operations and continuous improvement initiatives.

● Accountable for ensuring service quality, process efficiency, effectiveness, governance & adherence.

● Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes

● Provide strategic and expert oversight to on-shore/off-shore team in creating ITIL process design and documentation.

● Established effective escalation procedures, to resolve incidents, problems or known errors in a timely manner. Achieved 0% SLA breach in last 1 year.

● Coordinating with respective Development/Scrum teams on giving right prioritization for Incidents and Change requests.

● Participates in the External and Internal Audits.

• Led IT Service Coordination for SAP S/4 HANA Implementation (LUCA), achieving 70% improvement in incident response times.
• Enhanced requirement management framework, resulting in streamlined template updates and increased user satisfaction.
• Managed stakeholder communications, ensuring alignment with project goals and customer expectations.
• Responsible for effective functioning of ITIL processes, Incident, Change, CMDB & Problem Management
• Analyzing incident trend and identify potential problems to help proactive problem management.
• Oversee change and problem management process,
• Lead the ITIL Process resources to achieve the Process KPIs and SLA targets.
• Maintaining and reporting of Monthly & Quarterly KPIs for ITSM processes
• Review SLA agreements, Underpinning Contracts and also agreements for the IT Service Management processes.

● Monitor and manage the incident ticket life cycle and handover the report for problem Management

● Preparing and publishing the incident timeline reports post resolution. Providing subject matter expertise to the team.

● Handling client escalations