May 2019 – Oct 2022 · 3 yrs 5 mos · Gurgaon, Haryana, India

• Service Management

Jun 2016 – May 2019 · 2 yrs 11 mos · Noida Area, India

•  Responsible for supporting Service Management inclusive of Incident & Change
•  Overseeing incident management for the assigned accounts,
•  Developed Incident Report on all major incidents
• maintaining agreed critical service levels, both internally & externally
•  Managing Incident Management lifecycle from beginning to end ensuring Services are restored at the earliest
•  Invoking Change, Problem, applicable Stakeholders & Resolver Groups ensuring restoration of service
•  Analyzing Impact & Risk on all incoming Incidents in order to provide better delivery to Customer
•  Maintaining service level agreed with Customer on Incidents
•  Provides updates on current Incidents, scheduling of technicians, parts on order, or any potential delays in completion.
•  Provide support and participate in the Change Control Board and change control process when ECAB invoked during Emergency Change Process Basis Incident investigation for high priority break-fix.
•  Provide appropriate inputs to the problem management process, RCA preparation. Working closely with Problem Management & Service Lines at times to develop the Permanent fix
•  Manage and drive third parties to the quick resolution of incidents in case invoked during Incident Management lifecycle if applicable
•  Use Escalation matrix appropriately to get required level of focus from technical teams and management in order to Restore the services which is the Primary objective of Incident Management
•  Developing Proactive approach to Monitoring of High Priority Incidents to ensure recurring Incidents are not lined up in the queue & Service Lines are working in an effective & efficient manner
•  Interaction with the clients and operations team to streamline the process and get the new strategies.
•  Handling of Escalations from Microsoft regarding their Servers.
•  Ensure that performance reports are regularly presented to the Leadership Team and clients

Oct 2015 – May 2016 · 7 mos · Gurugram, Haryana, India

• Helping the Dubai and SA Merchants if they face any issues on Zomato provided devices like ipads,phones etc.
• Helping the Merchants if they face any issue's in their assigned orders.
• Handling of Escalations.
• Provide technical direction and coordination to the resolver groups involved.
• Working closely with clients, vendors, sub-contractors and employees; ensuring exceptional customer service and quality at all times.
• Interaction with the clients and operations team to stream line the process and get the new strategies.

Dec 2012 – Mar 2014 · 1 yr 3 mos · Noida, Uttar Pradesh, India

• Key Deliverables:
•  Responsible for supporting Service Management inclusive of Incident & Change for IT Service Management
•  Overseeing incident management for the assigned accounts, thereby ensuring service restoration & invoking Stakeholders, Problem Management
•  Developed Incident Report on all major incidents
• Ensuring adherence to the related processes and maintained agreed critical service levels, both internally & externally
•  Monitoring & managing Incident Management lifecycle from beginning to end ensuring Services are restored at the earliest
•  Invoking Change, Problem , applicable Stakeholders & Resolver Groups ensuring restoration of service
•  Analyzing Impact & Risk on all incoming Incidents in order to provide better delivery to Customer
•  Setting up customer orientation meetings with internal departments.
•  Maintaining service level agreed with Customer on Incidents
•  Provides updates on current Incidents, scheduling of technicians, parts on order, or any potential delays in completion.
•  Working closely with clients, vendors, sub-contractors and employees; ensuring exceptional customer service and quality at all times.
•  Liaise with the Customer as focal point for all high priority & major incidents reported
•  Provide support and participate in the Change Control Board and change control process when ECAB invoked during Emergency Change Process basis Incident investigation for high priority break fix.
•  Provide appropriate inputs to the problem management process, RCA preparation. Working closely with Problem Management & Service Lines at times to develop Permanent fix
•  Manage and drive third parties to the quick resolution of incidents in case invoked during Incident Management lifecycle if applicable
•  Use Escalation matrix appropriately to get required level of focus from technical teams and management in order to Restore the services which is Primary objective of Incident Management
• 

Mar 2008 – Dec 2012 · 4 yrs 9 mos · Gurugram, Haryana, India

• Key Deliverables:
•  Handling & Managing the Incident Management lifecycle end to end in order to restore the Services
•  Responsible for managing/handling Incident management process, monitoring incident priorities and ensuring them to be completed within agreed SLAs.
•  Handling Critical & major outages within SLA.
•  Handling Top Management live on the bridge till the satisfactory closure under the SLA.
•  Handling critical customer scenarios and determining way forward independently.
•  Good understanding of production IT Environment and IT Operation.
•  Liaise with the Customer as focal point for all high priority & major incidents reported.
•  Provide technical direction and coordination to the resolver groups involved.
•  Handle conflict situations and make quick decision while driving incidents
•  Providing Desktop Support which includes handling all kinds of Technical Issues that an
• Associate may face in their day to day work applications like Lotus Notes, VPN, Windows OS, Portal, Mainframe,Outlook, AS 400, LDRPS, CCMS, Voice mail, CRDB, TKS, Password resets etc.
•  Installation of the softwares via LMI,Team Viewer, Bomgar ,SCCM & Remote Desktop basis of the assigned service requests.
•  Creating , Managing & Deleting Mailboxes, User Ids & DL’s, Lan Id’s
•  Delegating Access & Permissions to shared folders.
•  Assists staff with the installation, configuration, and ongoing usability of desktop computers ,peripheral equipment and software within established standards and guidelines (SOE) Standard Operating Environment.
•  Worked on Active Directory for assigning different access per profiles.
•  Worked on Blackberry Enterprise Server(BES).
•  Worked on Printers and configuration of Avaya,Cisco phones.