Abhijit Jadhav

Project Name: Incident Management

Company Name : VODAFONE SHARED SERVICES INDIA PVT LTD (VOIS)

Role: Assistant manager

Duration: from 6 Jan 2020 to till now

Responsibilities :-

• Working as Service Management Socialist in vodafone[Cloud and infrastructure service line] supporting incident and service request management for more than 8600+ shared services in business service portfolio and supporting customer's across more than 70+ countries [Vodafone operating markets],which includes,

· Datacenter services

· Network Services

· Consumer Services

· Enterprise Application Services

· Office IT Application Services.

· Datacenter services

· Network Services

• Make sure that all Critical and Major incidents are addressed within SLA response time.
• Arrange Bridge calls for effective coordination of incident resolution/service restoration.
• Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution.
• Responsible for timely clear accurate and punctual communications to internal stakeholders and customers [On hourly basis in form if initial, update, downgrade, Monitoring and until Resolution communication]
• Carry out monthly trending on ticket volumes to identify improvements.
• Create Emergency Change requests as required to fix issue and seek approvals from Change Managers.
• Ensure all change related details are filled in Emergency Change request
• Incident Management: Incident detection, Recording, Management &Tracking.
• Front line Support: First point of contact for all VTIS enabled services
• And markets.
• Major Incident Coordination : Major Incident task forces, Major Incident
• Monitoring and Reporting.
• Coordinating with relevant teams for resolution of Major Incidents
• Within SLA and timely communication to all stakeholders.
• Effectively and timely conducting bridge calls to resolve Critical Incidents.
• Take ownership of call and drive it till resolution of Incident.
• Preparing of full report for all open and closed Incidents and Tracking.
• Announce Change request (CRQ) as per guideline of change manager.
• Hands of experience on Global User Identity Access Management (IAM)

Responsibilities:-

• Working on Software’s like Lotus & BMC Remedy, AT&T ,Webcam.
• Monitoring Tool: Solar Winds
• Handling all kind of IT issues related to Server, NOC, DBA.
• Changing priority level of Incident raised depending on urgency impact
• Analyzing technical issues and assign those problems to concern team.
• Intimate top management and involve them in call when required.
• Take ownership of call and drive it till resolution of Incident.
• Preparing of full report for all open and closed Incidents.
• Effectively and timely conducting bridge calls to resolve Critical Incidents.
• Publish weekly SLA report, Daily Incident report across support group and to Stake holder.
• Creating Daily IBM IT Partner Enterprise S3 and SR pending and resolved incident count report

Project Name: Incident Management

Client: RCOM (Reliance Communication)

Role: L1 Technical Support Engineer

Duration: from 25th Jan 2017 to 08th Nov. 2017

Company Name : CMS IT Services Pvt Ltd And Client Location Reliance Communication (DAKC) Navi Mumbai.

Responsibilities:-

• User Administration: Creating users, groups etc
• Handling Ordinary Files
• Handling Basic File Attributes
• Changing files & directory permissions
• Changing files ownership
• Device management in Unix
• Working on Software’s like Lotus Notes & BMC Remedy, Clarity, Clarify.
• Handling Server/Application/Database outage issues from various circles. Analyze Impact, Classify incident and assign incident to appropriate support group for resolution by logging case in Remedy.
• Handling ClariTy and ClariFy, PDMS, VeriFy performance issue.
• Real Time & continuous follow-up with support teams for incident resolution.
• Monitor and manage high priority incidents across clients and single point of contact for all critical incidents.
• Intimating and updating various departments and circles regarding planned events and Incidents.
• Manage and coordinate activities during overall ticket life cycle.
• Effectively and timely conducting bridge calls to resolve Critical Incidents.
• Publish weekly SLA report, Daily incident report across support group and to Stake holder
• Project Name: Firewall
• Client: RCOM
• Role: L1 Technical support Engineer
• In Firewall Project accept request of firewall port opening from different users, that port opening belongs to different zones such as DMZ.
• Responsibilities
• Get t Proper Source and Destination addresses with Port number from user for port opening request.
• Raise ticket according to request using Remedy 7.5 tool.
• Understanding users problem and provide resolution according to problem or raise ticket using Remedy 7.5.
• Co-ordinate with Firewall Operations team for user quarries.
• Getting Ping, Tracert, Telnet reports from user if Port opening is not successfully done.
• Keeping track of all requests related to firewall and generate monthly report and send it to Firewall operations team.