Itil Process Lead

• ITIL Certified with wealth of experience in Monitoring Systems for Incidents, Service Now Tool for Ticketing, Major Incident Management & Troubleshooting as per L1 Activities i.e. Terminal Connectivity, Memory Issue & Server OS. • Hands-on experience in planning & building IT Infrastructure at enterprise scale involving selection of appropriate technology & products, negotiating with vendors, finalizing Service Level Agreements, outsourcing tasks & directing timely completion of projects. • Merit of performance fine tuning and reporting to L2 and L3 support team for advanced troubleshooting, identity, and access management & L1 Virtual Machine Management. • Wealth of expertise in providing detailed Root Cause Analysis (RCA) documentation to Problem Management & attending RCA meetings with customer to determine root cause of incidents, SLA infractions & primary ownership of any resulting action. • Problem solve with a passion for technology; skilled in grasping the big picture, conceptualizing, developing & implementing solutions and partnering closely with business leaders & stakeholders. • Incident Ticket’s, attending bridges which means answering issues (handling & escalating issues) to full time employees which included information pass, technical skills/courteous in call. Interpret well & get the work done. As team travel to national/international/domestic use server-customer impacted. • Once an issue is resolved Conducted PIA-Post Incident Analysis to check whether the same was useful or not. Measuring whether the same solutions are helpful or not for the clients • AIR- After Incident Reporting: Identifying the delay in time/defect in architecture & providing resolution for same • AO- Avoid Outrage Report: Engaged in actions taken/recommendations provide to team & resolved issues to avoid in future. Identifying which team could do best so as to recommend the actions to avoid the cause in future. •

Primary skills:ITIL,ITIL->Change Management,ITIL->Incident Management,ITIL->Problem Management

• Create Knowledge Based Articles: For application/Infrastructure related issues, identifying and creating KB articles so that issues resolution could be achieved at an early stage. • Drive delivery of projects to ensure service objectives are achieved with respect to the scope, budget, timeline & quality expectations through defined governance and gating processes. • Plan & execute new projects/applications and introducing / rolling out into production environment. • Ensure the complete KA/KT while taking transfer / transition of new service from onsite to offshore which includes scoping, hiring, travel readiness, infrastructure procurement, connectivity testing, boot camp, KA/KT, knowledge base creation, operations manual/SOP creation, agreement on SLA/KPI, and so on. • Administer the availability & overall performance of services; driving continuous improvement plan within service to improve overall quality, automate & standardize processes, incorporate best practices . Work closely with internal business/support functions to ensure effective delivery to service. • Engage in planning, scheduling & managing onsite knowledge transitions & offshore KA/KT for new projects
ITIL,ITIL->Incident Management,ITIL->Problem Management,ITIL->Change Management