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Summary

  • A Service Management Professional and An Engineering Graduate in IT, working for 5.5 years in Service Operations, Process Consulting, Process Improvement Projects and Internal Audit.
  • Strong understanding of Managed Infrastructure and Application service offerings with close relation with customers satisfaction and operational efficiency.
  • ITIL® V3 Intermediate SO as well as ISO 20000 Certified. PMP Trained 
  • Currently leading a team of Critical Incident Managers, Process consultant & Owner, Problem Manager, Assistant to Internal Lead Auditor also a Data Center Improvement Projects Manager.
  • Posses exceptional skills in Service and management Reporting, Documentation, clear concepts, Communication and interpersonal skills.

Core Competencies

Service OperationsProcess ConsultingProcess Design
Implementation and SupportProcess IntegrationService Reporting
People ManagementTrainingDocumentation & Presentation
CMDBService NowCommunication Management

Technical Skills

  • Tools: MS Office, MS Visio, Google Apps(docs, Sheets, Slides), Prezi, Lucid Chart, draw.io
  • Processes: Incident Management, Problem Management, Change Management, Event Management, Decommission Process, BCM & DR
  • Service Management Tools: Service Now, BMC Remedy
  • Monitoring Systems: Nagios, Zoom

Work History

May 2013Present

Assistant Practice Leader - ITIL

VELOCITY TECHNOLOGY SOLUTIONS, PUNE

Formerly it was Titan Global Solutions. The tenure is a mixture of Operational and Functional responsibilities

Process Consultant & Owner

  • Process Design, Documentation and Implementation (Incident/Problem/Event/Decommission/Event/OLA/Shared Maintenance Management)
  • Process Integration (Critical Incident/SOC Audit/Change Management/Service Now)
  • Training Manuals & Material
  • Host multiple 1x1 and stakeholders meeting for GAP Analysis and Service Improvement Initiatives
  • Conducted sessions on ITIL v3, Ticket Management, MS Excel & Reports, Process Awareness, Social Subjects, Service Now training etc.
  • Maintain ITIL internal website, Service Management blogs and announcements
  • Internal Audit script and planning (PIR-RCA Quality Audit, OLA Audit, Internal Process Audit),  SSAE 16, ISO 20000 external audits preparation
  • Set up CIM Desk, Transforming Help Desk to Service Desk, Revamp of Global Service Center
  • Tool Evaluation and enhancement (Service Now)
  • Represent ITIL Line of Business and provide inputs from process perspective wherever warranted

 

Manager - Critical Incident Managers(CIM) Team

  • Global Incident & Problem Manager, Offshore Change Manager
  • Ensure Critical Incident Management process is being followed effectively and efficiently
  • Bring in qualitative change in team function and culture
  • Maintain Resource strength to provide 24x7 CIM support (Roster, Comp-off & Leave management, Skill management, equipment & access management)
  • People and motivation management (Awards and Recognition, Conflict management, Negotiations, Performance review/rating)
  • Escalations and notifications Management
  • Identify and implement improvement opportunities to run CIM process smoothly and reduce MTTR
  • Service Management Reporting, Availability reports, Utilization and SLA reporting
  • PIR-RCA Quality analysis & Delivery
  • Weekly Critical Incident Review meeting
  • Establish standard operation procedure(SOP) with operations team around critical incidents
  • Implement automation to ease the day to day CIM tasks (auto email, google forms, google scripts etc)
  • Coordinate audit with GRC team and ensure audit recommendations are implemented

Infrastructure/DC Projects Management

  • Project requirement & scope determination
  • Planning and resource identification
  • Followup and coordination with multiple teams to complete tasks listed per plan 
  • Ensure all the authorization and agreement is in place
  • Communication and Notification 
  • Document and communicate hurdles, issues and takeaways to stakeholders
  • Key Projects: Antivirus installation on 1000 servers in 3 DC, DB Performance Improvement, Internet Link migration in 2 DC,  Server patching, Juniper SSG to Cisco ASA Firewall migration etc. 

Key Highlights

  • Awarded employee of the month, spot awards
  • Recognition from CEO on company call for Internet Link Migration project (Duration-6 Hrs, Impact-156 customers, Preparation-3 weeks, Resources-15)
  • Initiative - KnowMyPractice, BCM Risk assessment, ITIL v3 training to Pune employees, Severity Definition and Catalog creation, Policy documentation, SOP meetings, Service Management Blogs, New hire onboarding plans and review process etc.
  • Successful ISO 20000 external audit without any Areas for attention or NC's/OIF's from a process owner stand point
Feb 2013Apr 2013

SR. Incident Manager

IBM INDIA PRIVATE LIMITED
  • Allocate severity to incident (Sev 1/2), follow timely escalations, notifications and workflow co-ordination to maintain SLA
  • Create and Maintain knowledge documents including Customer account information, Master Contact Details, Severity analysis, Severity saved, Conversation recording
  • Operational Reports(Daily/ Weekly) - Daily Incident report, SLA report, Vendor incident report, Weekly Major Incidents Report to the higher management and Customer
  • Providing inputs to the Governance team
  • Emergency Change Management coordination

Nov 2011Feb 2013

Incident Manager

TECH MAHINDRA LIMITED
  • Evaluated OTRS service desk tool for service desk in the team
  • Auditing of calls and analysis, Knowledge management, Process improvement, Software Compliance for CSD
  • Established SOPs to prepare Monthly TIM Metrics report from BMC Remedy, various CSD processes
  • Presentation given on “Improvement Initiative-Reducing number of incidents at CSD through User Training/Information” 
  • Additionally responsible for Knowledge management and CSI for CSD process

Certifications

Aug 2015Present

ITIL v3 Intermediate - Service Operation

Exin
Apr 2013Present

ITIL v3 Foundation

Exin
Apr 2013Present

ISO 20000 Foundation

Exin
Mar 2017

PMP Study Facilitation Program

PMI - Vinsys

Education

Jul 2007Sep 2011

Bachelor of Engineering, IT

Pravara Rural College of Engineering, Pune (University of Pune)

Have diversified and cross dimensional experience in College life apart from Technical. Social, Cultural, Technology, Management, Budgeting, Diplomacy and Sports.

Cultural Secretary, Member of Student Council

Personal Information

  • Date of Birth : 13th November, 1989
  • Marital Status : Single
  • Hobbies : Reading, Listening music, tracking, wondering nearby villages and meeting peoples, drawing, writing articles
  • Languages Known :  English, Hindi, Marathi
  • Address :  Flat No.11, B-12, Guruganesh Nagar, Kothrud, Pune -411038, Maharashtra, India
  • Passport No :  K6826761
  • Visa : B1/B2 valid till July 2025