Experience

MEEZA, Managed IT Services Provider

• Qatar
• IT Services and IT Consulting
• 100 - 200 Employee

• Change, Release and Configuration Manager

  • Aug 2019 - Present



GTS Technology Solutions

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Problem Manager

  • Jan 2017 - Jul 2019

  • Working with the process owner to plan and coordinate all process activities. • Ensuring all activities area carried out as required throughout the service lifecycle of the problem. • Monitoring and reporting on process performance. • Making improvements to the process implementation as a part of CSI • Planning and managing support for problem management tools and processes • Coordinating interfaces between problem management and other service management processes • Liaising with all problem resolution groups to ensure swift resolution of problems • Ownership and maintenance of the KEDB • Gatekeeper for the inclusion of all known errors and management of search algorithms • Arranging, running, documenting and all follow-up activities relating to major problem reviews • Reviewing incident data and event management data for proactive analysis • Updating the KEDB with new or updated known errors and work around • Assisting with the handling of major incidents and identifying their root causes • Work closely with both internal and external entities in achieving goals and objectives • Performing SWOT analysis on timely manner to improve the work culture and environment • Information Acquisition - Identifying gaps in the available information required to understand a problem or situation and devising means of remedying gaps • Planning and Organization - Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems. • Initiative Being proactive, taking action and anticipating opportunities. • Problem solving using multiple techniques like “5 Whys”, Ishikawa chart, Logic tree, Fault tree analysis, etc Show less



Magna Infotech - A Division of Quess Corp Limited

• Bengaluru Area, India

• Team Lead

  • Oct 2016 - Jun 2017

  Role: Team Lead / Major Incident Manager From Oct 1st 2015 – June 17th 2016 Company – Magna Infotech – Bangalore, • Preparing daily workloads for staff & coordinating the daily allocation of work. • Motivating the team to achieve high standards and KPI targets. • Providing prompt and accurate information on individual performance • Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels • Acting as a point of escalation for day-to-day incident issues and escalating the Resolver Groups as required to bring the resolution of the incidents back on schedule • Communicating inefficiencies and deficiencies related to the process to the process owner • Responsible for analysing and raising the severity of internally raised incidents and provide end to end management within approved SLA • Active part of any major changes and provides approval to process Change requests, identify and escalate issues if any. • Part of approval team during emergency changes • Manage agreed Alerts for high severity • A part of PIR (Post Incident Review) • Updating and removing IVR as and when required • Act as a bridge between the Problem Team and Service Delivery team • Ensuring the quality and accuracy of incident information, as appropriate • Identifying areas for improvement using key measurements • Review business justifications for severity changes and closure target date extensions Show less



IGATE

• Information Technology & Services
• 700 & Above Employee

• Lead Engineer

  • Jul 2009 - Aug 2015

  Multiple Roles Severed: IT Service Management Change Manager Team Leader, Incident and Problem Management Incident and Problem Management Service Desk Analyst Responsible for functions within the IT Service team Develop, document, publish and manage process standards including evaluating the existing processes, procedures and all IT environment. Hold performance meetings and Forums with key stakeholders on regular basis and where required. Develop strong stakeholder relationships within the IT organisations and the business, and maintain effective communication channels. Process Manager for IT Service process like Helpdesk, Incident, Problem, Change, Configuration, Availability and Capacity Management, CSI (Continual Service Improvement) Responsible for Pre-CAB, CAB, CRB(Change Review Board) in Change Management Responsible for lifecycle of Service Request, Incident, Problem, Change records. Co-ordination with Teams to drive ownership of Changes/Problems/Related incidents. Communicate the Health of services delivery to all stakeholders and explain any performance issues or risks Create and monitor improvement or mitigation plans for the team when and were ever necessary Responsible to implement identify, track and monitor CSIs like left-shift activities, Brain-storming, SWOT Analysis, etc. Hold performance meetings on regular basis and provide feedbacks and area of improvements and challenges. Generated reports and hosted meetings at client and business at Executive levels Worked with the implementation teams in building and managing multiple multi-discipline project teams across the organisation. Worked with issues and conflicts along with the HR teams and have been a part of hiring for L1, L1.5, First Line Managers and Incident Managers. Extensive experience in IT Helpdesk, Incident Management, Problem Management, Change Management, Major Incident Management and CSI Management Show less