Customer-focused professional with successful 09-year career in IT service management sector. Dynamic successful applying change and ITIL service management in busy business environment.
Overview
10
10
years of professional experience
Work History
Change and Problem Manager
Capgemini
MUMBAI
10.2019 - Current
Complete change management assessment
Manage the transition of changes from the development team to operations
Conduct the change advisory board (CAB) meetings
Conduct Post Implementation Reviews (PIRs) after the implementation of changes
Maintain all change documentation (policies, procedures, templates, etc.)
Coordinate the building, testing, and implementation of changes
Mediate conflicts related to the change where necessary
Managed all Problem records to a successful outcome
Ensured correct priority for all Problem records, tasks and Known errors
Drove the technical teams/ vendors to complete effective root cause analysis within the set time frames and identify permanent solutions
Compiled high level root cause analyses reports for the customer within the agreed SLA
Proactive Problem Management, by analyzing monthly/ weekly incident data to identify trending opportunities
Compiled Monthly Problem Management reports for the customer and Service Delivery managers
Reduced 50% monitoring alerts and 40% user incidents in Service Now Tool in 2023 through automation, involving technical team collaboration, and ensuring after-life support for leading European Bank as a Problem Manager
Liaised with Product Owners, Scrum Masters, Team Leads to have a full-blown RCA for every high priority Incidents and ensure consistent usage of problem-solving techniques on a regular basis.
Incident Manager
Capgemini
MUMBAI
12.2017 - 10.2019
Ticket Quality analysis
Sharing Monthly Quality Report Supervisors
Arranging training and coaching of new joiners
Directly coordinating with the client & Business
Identify, initiate, schedule and conduct
Incident reviews with Vendor partner
Analysis open tickets & highlighting recurring issues
Follow up on Pending issues with the Vendor partner
Follow up with vendors to restore a failed IT Service
Validating and preparing process documents & process flow
Handling Major IT Incidents, taking ownership of these issues and responding/resolving the issues within the SLA time
Being at Client side, aware of client-side support functionalities and how to manage the client and abide by the client rules
My client being an automotive brand has given me great exposure in training and supporting applications used in the automotive world of Aftersales and Sales
Apps such as DMS, WMS, SFDC, Elsapro, LPMS and Qlikview
Investigating and implementing ways to reduce calls to the Helpdesk
Updating support documentation in order to keep users updated.
Major Incident Analyst
Microland Infotech
MUMBAI
12.2016 - 12.2017
Monitoring of tickets and taking the actions necessary to meet service targets and managing Incidents
Managing major Incident with a priority of 'Critical' or 'High', client facing Priority 1 (Critical) and Priority 2 (High) Client satisfaction for Incidents
Managing user escalations for Incidents and user service requests
Resolve the ticket within end-to-end service levels
Troubleshoot and update work log
Engage clients in a professional and friendly manner
Follow functional escalation if needed
Follow the personal touch process
Support Service Desk in status update requests
Escalate to the service provider incident manager
Provide best business solution if encounter a road-block
Ensure tickets contain all necessary details prior to closing them
Use Knowledge Base articles for incident troubleshooting
Provide feed-back in regards to Knowledge Base articles.
Service Desk Analyst
Wipro InfoTech Ltd
MUMBAI
07.2014 - 12.2016
Installing, configuring, and troubleshooting on, Outlook Email Client
Configuring Blackberry emails and Installation of Desktop Manager
Troubleshooting of User problem related with laptop and Desktop
Installation of Network printer and scanner
Client handling, their complaints, monitoring client satisfaction
Installation of Antivirus & updating virus definition from Antivirus server
Co-ordinate with the Company's dealing vendors for Engineer's
Installation of software as per user requirements.
Education
BSC: IT -
Mumbai University
01.2014
Diploma: Electronics and Communication -
S H Johndhale Polytechnic
01.2010
SSC -
Maharashtra State Board
05.2007
Skills
ITILServiceManagement
Multitasking abilities
Teamwork
Customer service
Incident Management
SLA Management
Stakeholder Management
Accomplishments
ITIL Service Operation certified. ITIL Foundation 2011.
Dale Carnegie 'Step up to Professional Excellence.
Major Incident Manager / Change Manager / Software Release Manager / Problem Manager at Walt Disney WorldMajor Incident Manager / Change Manager / Software Release Manager / Problem Manager at Walt Disney World
<ul><li>Supervises, coaches, and evaluates teaching staff and Family Support Workers</li><li>Serves as site leader and keeps effective operation of Children’s Services programs</li><li>Collaborates with the Operations Coordinator to ensure that facility issues are reported and resolved promptly</li><li>Ensures that the site supports all safety standards, such as emergency drills, at the proper intervals</li><li>Always supports compliance with DCFS licensing standards</li><li>Provides guidance on problem solving, classroom management and curriculum implementation to teachers daily</li><li>Schedules and facilitates monthly site and team meetings, as appropriate</li><li>In addition to the responsibilities listed above, as a Program Site Manager of Marillac St</li><li>Vincent DePaul Social Center employees are responsible for the following:</li><li>Demonstrated success navigating complex organizational structures; using influence and soft skills to move ideas to implementation; comfort with ambiguity, adapting to change; and managing under different circumstances</li><li>Sophisticated communication style that shows ability and commands respect, while also recognizing and using knowledge of others</li><li>Outstanding listening skills with the ability to uncover the factual issues affecting sites</li><li>Experience working successfully in a multi-site organization with proven success integrating into new work environments</li><li>Participates in civic engagement activities that advance the mission of Marillac Social Center</li><li>Advances parent leadership development</li><li>Performs other duties as assigned</li><li>Must be able to lift to fifty pounds (average child’s weight)</li></ul> at Marillac Social Center<ul><li>Supervises, coaches, and evaluates teaching staff and Family Support Workers</li><li>Serves as site leader and keeps effective operation of Children’s Services programs</li><li>Collaborates with the Operations Coordinator to ensure that facility issues are reported and resolved promptly</li><li>Ensures that the site supports all safety standards, such as emergency drills, at the proper intervals</li><li>Always supports compliance with DCFS licensing standards</li><li>Provides guidance on problem solving, classroom management and curriculum implementation to teachers daily</li><li>Schedules and facilitates monthly site and team meetings, as appropriate</li><li>In addition to the responsibilities listed above, as a Program Site Manager of Marillac St</li><li>Vincent DePaul Social Center employees are responsible for the following:</li><li>Demonstrated success navigating complex organizational structures; using influence and soft skills to move ideas to implementation; comfort with ambiguity, adapting to change; and managing under different circumstances</li><li>Sophisticated communication style that shows ability and commands respect, while also recognizing and using knowledge of others</li><li>Outstanding listening skills with the ability to uncover the factual issues affecting sites</li><li>Experience working successfully in a multi-site organization with proven success integrating into new work environments</li><li>Participates in civic engagement activities that advance the mission of Marillac Social Center</li><li>Advances parent leadership development</li><li>Performs other duties as assigned</li><li>Must be able to lift to fifty pounds (average child’s weight)</li></ul> at Marillac Social Center