IT Service Management professional with 9 years of relevant experience

4/2012 – 2/2016

Project 1- Global Problem Manager: Global Pharma Industry
• Recording, managing and escalating service problems as appropriate
• Providing Metrics on various KPI’s of Problem Management
• Performed key role in developing KEDB(Known error data base)
• Analyzing historical data to identify and eliminate potential incidents
• Identifying underlying causes of incidents and preventing recurrences
• Developing workarounds or other solutions to incidents and providing long term fix.
• Submitting change requests to Change Management as required eliminating known errors.
• Work closely with Capacity and Availability management teams and perform trend analysis to avoid reoccurrence of problems

Project 2- Major Incident Lead: Wipro Limited Internal Operations
• Maintain day to day responsibility for the ownership and resolution of Service Management issues which arise in connection with ITSM Services
• Support IT Service Management Operational activities for Infrastructure Systems including Enterprise, Network, Security and other Datacenter services
• Identifying and leading continuous improvements to ensure an efficient and effective IT Service Management process ensuring stability of Service
• Major Incident Management - Make sure the all critical and major incidents are addressed within SLA response and ensure critical alerts are sent on timely basis for such Incidents
• First point of contact for all priority incidents
• Participate in the Major Incident stakeholder meetings to investigate the issue and provide timely updates to the Business
• Escalation Management for priority incidents
• Preparing and maintaining Incident Management process and supporting documents
• Timely review and update all process documents including RASCI and Escalation Matrix
• Review the Incident Management reports and participate in Continual Service Improvement activities

Service Management

8/2010 – 4/2012

• Adhere to ITIL framework methodology and lead Change Management activities
• Balance between the need for change and the potential detrimental impact of changes to safeguard IT production systems
• Review & Assess Business, Technical risk for each change/release request submitted, to ensure that the changes have been categorized accurately keeping in mind the criticality of the Business service impacted
• Identify key Stakeholders for the Change Advisory Board (CAB) meetings depending on the nature of Request for Change (RFC)
• Send periodic update to all key Stakeholders on the status on the RFC including any actions to correct problems and/or to take opportunities to improve service quality
• To review all implemented changes by conducting Post Implementation Review (PIR) to ensure that change objectives are met; refer back any that have been backed out of have failed and capture lessons learnt
• To regular review any outstanding RFCs and analyze RFC to determine any trends as part of Change Management Improvement activities
• Work with stakeholders to identify and address weaknesses in the Change process (e.g. denied, failed and assisted, non-progressed and unmanaged change, issues raised at post incident and release reviews, etc.)

ITIL

10/2008 – 8/2010

• To manage and support all service Incidents specifically priority Incidents via the Service Desk, through to successful completion and user satisfaction
• First point of contact for all priority incidents
• Stakeholder Management – Identify and bring all key stakeholders together for a discussion and identify/implement Incident resolution
• To send timely update to all key Stakeholders in the form of update alerts via email/SMS
• To make sure to be able to successfully bring down the MTTR (Mean time to resolve) for all categories of Incidents
• Provide timestamp based report for all priority Incidents which will be used for Problem Management analysis
• Produce metrics for Service Performance and Customer Satisfaction both on a regular and on ad hoc basis
• Identify Incident Management process improvement activities as part of CSI updates to the management

Incident Management