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Summary

An Engineering Graduate in IT and working  at Velocity Technology Solutions(Formerly Titan GS) under Global Services. ITIL® V3 Intermediate SO as well as ISO 20000 Certified.  Working for more than 4 years in Service Operations, Process Improvement, Internal Audit and Process Consulting with close relation with customers satisfaction and Incident/Change/Problem/Event Management.
Currently leading a team of Critical Incident Managers, Process consultant, Problem Manager, Assistant to Internal Lead Auditor and BCM Lead. Strong areas are Service and management Reporting, Documentation, clear concepts, Communication and interpersonal skills.

Work History

May 2013Present

Senior Consultant - ITIL

VELOCITY TECHNOLOGY SOLUTIONS, PUNE

The tenure is a mixture of Operational and Functional responsibilities

Functional - Process Design and Implementation(Incident/Problem/Event), Process Integration, Internal Audit script and planning,  SSAE 16 audits, Service Management Reporting, Availability reports, Tool Evaluation and enhancement, Training Manuals & Impart, Service Improvement Initiatives 

Operational - Leading a team of Critical Incident Managers. Global Incident & Problem Manager, Ticket Management, Team management, Internal audit, Escalations and notifications, PIR-RCA Quality analysis & Delivery, Utilization and SLA reporting

Feb 2013Apr 2013

SR. Incident Manager

IBM INDIA PRIVATE LIMITED

Focused on Major Incident Management(Sev 1/2), Operational Reports(Daily/ Weekly), Escalation and Notification, Providing inputs to the Governance team, Emergency Change Management coordination

Nov 2011Feb 2013

Incident Manager

TECH MAHINDRA LIMITED

Daily Incident Management and Reporting, New technology evaluation to improve productivity of process. Assisting Service desk implementation at client location.Establishing process documents and reporting structure. 

Additionally responsible for Knowledge management and CSI for CSD process

Education

Jul 2007Jul 2011

Bachelor of Engineering, IT

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

Skills

Change Management

Change risk analysis, Priority definition, categorization, CAB, ECAB, PIR, change closure etc.

Problem Managment

Problem, error, known error, workaround, KEDB, Knowledge, Problem Governance, RCA, Project, problem closure etc.

Incident Management

Incident, SR, Major Incident, Severity definition, priority matrix, categorization, Tool evaluation, escalations and notifications, follow ups, workaround, problem identification, communication etc.

ITIL v3

Designed and prepared internal ITIL v3 foundation training as well as participated in brainstorming sessions for various improvement projects

ISO 20000
MS Office

MS word, excel - formulas, lookups, powerpoint, visio, project, picture manager etc.

Google Apps

Google doc, sheet, slides, lucidchart, add-ons, drive, integration, gmail, sites etc.

Service Reporting

Report requirement gathering, design, data analysis, business knowledge, process understanding, feedback, operational report, graphs, visuals etc.

Certifications

Apr 2013Present

ITIL v3 Foundation

Exin
Apr 2013Present

ISO 20000 Foundation

Exin
Aug 2015Present

ITIL v3 Intermediate - Service Operation

Exin