Career Profile

A highly self-motivated Master's professional, with strong interpersonalskills and global mindset, the drive and passion for knowledge and hands onexperience in working with multi-disciplinary teams. To facilitate continuous learning in orderto realize self-potential and growth in the interest of organization byvirtue of positive attitude ,knowledge and relevant skills.

Learn to grow and grow to learn. A person with a self motto, who goes like"I will finish what I start", backed by confidence and hard work.

Educational Qualifications

. Masters in Management, University of Liverpool, United Kingdom.

Sept 2010-Sept 2011

Key Modules: Strategic Organization. Managing Finance, Marketing Management, Performance Management, International Business and Emerging Market, Economics for Management, Risk and Crisis Management, Retail Marketing.

Language of Instruction: English

. Bachelor of Engineering in Computer Science, Walchand Institute Of Technology, Solapur University, India (Cumulative Average 63.29%) September 2003-May 2008

. Jammu & Kashmir Board, Majored in Science, Modern Institute of Education and Research, Jammu, Jammu & Kashmir, India (Grade A, 67.67%) April 2002-May 2003

1

Work Experience

. IBM India Pvt. Ltd. Mumbai, Maharashtra, India, April 2012- till date

IPC Manager (Incident, Problem & Change)

Working as IPC manager for Retail Industry Client - Shoppers StopLtd.

Roles & Responsibility

Incident Manager Responsible for the effective implementation of the process "Service Desk and Incident Management" and carries out the respective reporting procedure. Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels. Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. If possible make temporary solutions (Workarounds) available to Incident Management. Developing final solutions for Known Errors.

Problem Manager Reviews solution options and/or temporary solution Approves analysis results Reviews problem validation Approving results of corrective actions based upon predefined verification criteria Reviewing solution propagation activities Approving the results of root cause analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround Communicating progress of problems to relevant parties Consulting for incident solution identification Examines work queues for problems in jeopardy of missing service agreements Stay informed of activities to restore to normal operations Reviewing all "on-hold" problems and known errors Creation of Problem Tickets for all the Repetitive Incidents Reviewing progress and results of Problem Tickets with client and (senior) management Setting scope for (trend) analysis Supporting in determination of problem priority, service levels and remedial action Supporting the implementation of corrective actions Apply Information Technology Infrastructure Library (ITIL) framework knowledge Make sure that RCA of a problem is being provided by the competency. Coordinate and facilitates problem resolution by engaging a variety of support teams Escalating issues for resolution, to avoid reoccurrence or close problem. Facilitate communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known.

Change Manager Viewing of all the change request (RFC's) and approve the same. Review and provide the approval regarding the priority of the change request (Minor, Medium or Major).

Table the entire request (Previous & Current) for CAB (Change Advisory Board) meeting. Issuing of agenda and circulating to all CAB members in advance of meeting. Convenes urgent CAB or ECAB meetings for all urgent RFCs Chairing of CAB & ECAB meetings Issues change schedules Creation of risk calculator which helps the competency to calculate what the priority of the change can be after filling the risk calculator Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of have failed Reviews all outstanding RFCs, analyse change records to determine any trends along with the closing of RFC's and then producing regular management reports. SA&D Consultant

Account focal point for the DPE and responsible for end-to-end coordination of checklists on their account(s). This includes, creation of checklists for competencies, evaluation of all submitted checklists and adhoc reporting as required. Primary interface between the account and the organisational unit, the DPE and SA&D Checklist executors. Creatation of profiled checklists Maintanance of Checklist library Creating checklists for competencies, allocating recipients and notifies them via the workflow SA&D tool Evaluation of submitted checklists for completeness before submitting to the DPE Reviewing all N/A or NO checklist responses for applicability before submitting to the DPE Chasing of overdue checklists and responses Restarting of checklists that have been rejected or overridden by the DPE Single point of contact for DPE on checklist management issues Performing process and tool education where applicable

. Mphasis An HP Company, Pune, Maharashtra, India, June 2008-July 2010

Client: Bank of America

< Work in liaison with the client for enforcing changes for all the client users.

< Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Continuity Management, Problem Management, and Change Management, as required to resolve the Incident.

< Engage additional support resources as needed to assist in resolution. Apply and verify identified workarounds and solutions. Validate that service restoration has been achieved.

< Identify root cause of issues which are impacting the support floor.

< Provide training to the floor for business application on troubleshooting, work with different supports for escalation issues with less turnaround time.

Incident Management

< Process breakdown for Problem and Change management.

< Co ordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.

< Follow up on any Delivery Team gaps on the Bridge.

< Follow-up on escalations and issue tracking.

< Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery.

< Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.

< Coordinating Incident Bridge calls for quick and prompt resolutions.

< Coordinating with British Telecom for issues related to Voice and Data.

< Paging the Application Support or the Platform Engineering team about any known issues.

< Contacting the Support team manager in case of no response from the team.

< Send Alert notifications to the Site Support and the Monitoring teams about any network related issues.

< Provide updates to the Management of daily outages.

< Updating Outage forums.

< Contacting the internal helpdesk for any issues relating to the Helpdesk Toll Free numbers.

< Updating Front end messages on the IVR for Major outages.

< Creating tickets for External Vendors for any hardware replacement on Servers.

< Updating Outage forums.

< Worked as a Senior Technical Analyst in Infrastructure Technology.

< Operations (ITO) industry on a Bank Of America Project.

< Accountable and responsible for resolution of tickets related to customer queries.

< Direct Reporting to Unit Manager.

< Managed the team of 15-20 associates given.

< Working as IT Associate giving technical assistance to our client over Enterprise application and citrix.

< Troubleshooting LAN, WAN, VPN & Wireless Networks.

< Managing applications through TIVOLI.

< Configuring the applications like MacAfee Antivirus, Sigaba secure addin for ms outlook for secure messaging, Running the band security updates,etc.

< Hands on backup application Iron Mountain connected backup.

< Backup and restoring the Registries of a system.

< Use Active Directory for password resets.

< EFS(Encrypted File system) handling the certificates issue