Darshan Pandhare

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Responsible for communicating with the change and problem Process owners.
• Point of contact for all Change and Problem tasks and records.
• Responsible for the effective implementation of the " Change and Problem Management" process and carries out the respective reporting procedure.
• Monitor the Change and Problem tasks to ensure that the Service Level Agreement is respected
• Identify, initiate, schedule and conduct Change and Problem Management reviews
• Ensure the closure of all resolved and end-user confirmed Change and Problem Management records
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Participate in weekly CAB calls and Problem tasks discussion call
• Responsible for governance to all ITIL change activities to the IT infrastructure in scope of work
• Ensuring 100% adherence to all agreed SLA
• Proactive & research-based approach to understanding the change management activity specific to the infrastructure and IT environment
• Owning the end-to-end ITIL change management process
• Ability to priorities, re-priorities & escalate to get things done in time
• Having the technical acumen to manage changes
• Hosting the CAB calls and drive change activities across various teams
• Driving improvement to the change management process including periodic reporting on the performance.
• Preparing Weekly and Monthly SDR(Service delivery report) and participating in SDR review call with customer
• Experience in CFS and SIAM environment.
• Participated and took ownership to streamline change and problem management process in transition phase
• Initiated training session on Problem and Change management.

• Worked on Problem management and Change review
• Ensured that effective service and delivery activities are consistently implemented and delivered across the organization
• Managed and organized support from cross functional team
• Provided direction on problem management processes and proactive/reactive measurements/analysis to improve performance and quality for service support, delivery, and customer satisfaction
• Continuously derived improvements to prevent problems and eliminate or minimize the impact of recurring incidents
• Lead high severity post mortem reviews and communicated updates with the business and operational leadership on a regular basis
• Implemented and maintained Best in Class approaches/practices to Problem Management standards, measurements, and procedures
• Provides management information and uses it proactively to prevent the occurrence of incidents and problems in both production and development environments
• Worked with and managed cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy
• Identified root cause of incidents with the assistance of engineers (Incident, Build, and Service)
• Recorded solutions for PIRs with the assistance of engineers
• Attending RCA reviewed Meetings
• Following Five why analysis process.
• Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change

• Work Domain: Working as Service Management Socialist in the vodafone[Cloud and infrastructure service line] supporting incident and service request management for more than 8600+ shared services in our business service portfolio and supporting customer's across more than 70+ countries [Vodafone operating markets],which includes, (Datacenter services,Network Services,Consumer Services,Enterprise Application Services,Office IT Application Services.)

Leadership during Major Incidents:

• Acts as the primary point of contact and leader during major incidents, ensuring a structured and effective response.
• Chair P1, P2 High priority incident's Bridge calls for effective coordination of incident resolution/service restoration.
• Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution
• Ensure that the incident record is fully updated prior to Problem Management handover.
• Communication Management
• Incident Coordination

Post-Incident Review:

• Conducts thorough reviews and post-mortems after major incidents to analyze the response, identify improvements, and prevent recurrence
• Documentation and Reporting

Incident Coordination and Leadership:

• Manages and supervises the Incident Management team, assigning roles, and delegating responsibilities during incidents
• Leads and directs activities to resolve critical incidents, ensuring timely resolution and minimal impact on business operations
• Handling all kind of IT issues related to Servers,DBA,Network,Infra and Applications
• Changing the severity level of incident reported depending on Urgency and impact
• Drive the completion of the RCA, including a review of the contact and delivery to the client

Incident Response and Resolution:

• Receives and reviews incident reports, assesses their severity, and prioritizes responses based on impact and urgency
• Oversees the diagnosis, troubleshooting, and resolution of incidents, ensuring adherence to predefined procedures and SLAs
• Communication and Stakeholder Management
• Incident Analysis and Reporting

Network Monitoring and Management

• Continuously monitor telecom network performance, traffic, and quality using specialized tools
• Identify and resolve network faults, connectivity issues, and service disruptions promptly

Configuration and Maintenance

• Manage configurations of telecom devices, including switches, routers, servers, and telecommunications software
• Conduct regular maintenance, updates, and configurations to optimize network performance
• Maintain And improve network performance and quick handling of customer complaints
• Quality of Service (QoS) Management
• Documentation and Reporting
• Collaboration and Communication

Telecom Sites and Tools

• Working on Telecom sites (Aircel, Relance-Jio, idea, Airtel, Vodafone, TATA,BSNL)
• Working on Tools, BMC Remedy 7.1,8.1,9.1/ Huawei-iManager M2000 client/Ericson-Citrix Metaframe /NSN- Citrix Matafram / ZTE- Netnumen client / R-Jio- HP Service Manger