Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
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Akhil Vashishtha

ITIL & SIAM Process Manager
Noida,UP

Summary

An ITIL& SIAM certified professional with 12 years of experience in IT Service industry with expertise in ITIL & SIAM process consulting and its end-to-end implementation & transformation projects. Having worked with top notch clients globally across industry verticals.

Managing ITSM teams - major Incident, Problem, Risk, Change & Knowledge management.

Results-driven IT management professional with deep expertise in handling critical incidents and restoring services swiftly. Demonstrated ability to lead cross-functional teams through complex problem-solving, ensuring minimal downtime and high operational efficiency. Strong focus on communication, adaptability, and fostering collaborative environment to achieve optimal outcomes. Skilled in incident response, root cause analysis, and stakeholder management.

Overview

13
13
years of professional experience

Work History

SIAM Major Incident Manager

HCL Technologies
08.2024 - Current
  • Strong acumen in handling various IT services and processes involving IT operations, cloud security operations, network operations, data center operations, and IT service management and support.
  • Hands-on practitioner - O365, PowerPoint, and service management tools like BMC Remedy, HP Service Manager, Jira, and ServiceNow.
  • Ensuring SLAs' goals are achieved, and client expectations are met (or exceeded) while building good working relationships with clients.
  • Provide technical triage and resolution steps for new applications and services from escalation support teams.
  • Lifecycle management of products and services includes inventory design, knowledge documents, incident management, problem management, and service reporting.
  • Provided immediate emergency response and incident management.
  • Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
  • Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
  • Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management
  • Established a robust incident reporting system to track progress and identify areas for improvement.
  • Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
  • Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
  • Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.

Critical Incident manager

Infosys Technologies
05.2022 - 08.2024


  • Chair and drive the Major Incident bridge call, and publish Major Incident notifications.
  • Track and monitor solutions recommended or provided by the team, and get the same evaluated by the leads, and published in the Knowledge Base.
  • Continual Service Review and Improvement to ensure the eradication of loopholes in the process.
  • Reviewing CRs, throughout the change lifecycle, and performing actions as appropriate.
  • Thorough understanding and compliance with the SLA for all service requests and incidents.
  • Assist customers in designing and automating ITSM processes, and implement those using ITIL best practices.
  • Analyzing the ongoing Risks and providing the best possible solutions to customers.
  • Preparing, obtaining approval, and aligning ITIL Process documents.
  • Escalation management.
  • Review KB articles.
  • Tools: Service-now.

ITSM Lead

HCL Technologies
05.2020 - 05.2022


  • Act as a critical incident manager during critical incidents, with an ability to learn and understand network, application, and infrastructure topographical schematics, and leverage this data to identify collateral impacts and resolving teams.
  • High-level ownership of the technical service restoration plan across all vendor-delivered IT services, and the Resolver Group Managers involved in major incidents.
  • Coordination of technical restoration actions and plans via email, messaging, and updating of priority tickets in the ITSM tool.
  • Technical and Functional Escalation where necessary
  • The aim is to reduce restoration time and escalation to Situation Management for priority incidents.
  • Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment.
  • Priorities major incidents and assign tasks to Service Support and Delivery resources as required.
  • Executes the firm’s technology strategy as well as ensuring all day-to-day activities are successfully managed to closure in a 24hour x 7day environment. Accountable for achieving customer satisfaction and SLA commitments, along with the team.
  • Tools: Service-now.

Major Incident Manager/Problem manager

CTS
02.2019 - 05.2020


  • Provide feedback and drive improvements with the current tool and process, driving initiatives to the appropriate group for proactive design changes and implementation.
  • Responsible for developing, coordinating, and promoting effective ITIL functional incident and problem management activities across support and engineering teams.
  • Facilitate the support teams and stakeholders on the bridge, and ensure that the issue is resolved within the assigned SLA window.
  • Responsible for sending all Incident notifications as per the agreed process.
  • Uses professional expertise to integrate work and make operating decisions on escalated issues.
  • Monitor incident trends and anticipate potential problems for proactive resolutions.
  • Ensuring that all the processes are being followed as per quality, Standard Operating Procedures (SOP), and Statement of Work (SOW) mentioned.
  • Identifies trends and potential problem sources (by reviewing incident and problem analysis).
  • Performs as a single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings.
  • Tools: Service-now, Microsoft O365 Admin

Critical Incident Manager

Yes Bank (Clover Infotech)
07.2018 - 02.2019


  • This job role is responsible for the coordination, management, and execution of proactive and reactive maintenance activities that require a high level of support.
  • Standard Root Cause Analysis (RCA) exercises across all major incident stakeholders and participants for beginning the problem management cycle.
  • Record, coordinate, and report on the progress of the output from post-incident reviews and RCA exercises.
  • Lead engineering teams on technical bridges to properly get to the root cause, and follow up on agreed-upon post-incident actions.
  • Tools: Service-now (Jakarta)

Incident/Problem/Change Manager

HCL
08.2015 - 01.2017
  • The primary responsibility of the role is to ensure that the Incident Management team has the necessary information to respond to (resolve and/or escalate) Incidents efficiently within the environment that have been identified as affecting Network and Server Technology Telephony, Internet Firewalls, Internet Proxies.
  • Launch readiness planning and run book creation for Major Incident Management, Service Desk, and IT processes for major Incident handling.
  • Act as a facilitator during major incidents and other broadly impacting services.
  • Engage and manage workload and priorities of key stake holders and participants in major incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans.
  • Chair Daily Operations Review and weekly Incident Management review meetings with all HCL Resolver Groups.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
  • Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
  • Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Incident Management Specialist

Capsugel (HCL Technologies)
01.2013 - 08.2015
  • Company Overview: Capsugel is a company that manufactures and sells two-piece hard gelatin drug capsules. Capsugel also sells equipment for filling empty and liquid capsules, as well as equipment for sealing liquid capsules.
  • Provide first-line troubleshooting and resolutions upon initial checks, using our internal knowledge base, and various other sources.
  • Accurate follow-up of the technical knowledge base, documentation, policies, and processes is maintained at a high level.
  • Meet or exceed all the metrics and process requirements (ticket management protocols, interval tracking, communication requirements, etc.).
  • Have a clear understanding of all the supported systems within the infrastructure.
  • Must documents all handoff notes to next technician, while leaving the shift.

Technical Support Executive

PIMT Technologies
01.2013 - 07.2013
  • PIMT Technologies is an ERP solution provider organization for small industries.
  • Imparting knowledge regarding most issues on the floor (no boot, no internet, virus, and printer issues).
  • Provided functional and technical support, troubleshooting, and diagnosing hardware and software problems.
  • Deploy and configure PCs, workstations, and laptops.

Education

MBA - Human Resources Management

Mangalayatan University
01.2012

B.Tech - Information Technology

Mangalayatan University
Aligarh
04.2001 -

12th Standard - undefined

Kendriya Vidyalaya
01.2007

10th Standard - undefined

Blue Bird School
01.2005

Skills

Understanding of ITIL Service Management principles particularly Major Incident, Problem, Change and Knowledge Management

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Disclaimer

I hereby declare that the information given above is mentioned true and correct to the best of my knowledge and belief. Akhil Vashishtha

Timeline

SIAM Major Incident Manager

HCL Technologies
08.2024 - Current

Critical Incident manager

Infosys Technologies
05.2022 - 08.2024

ITSM Lead

HCL Technologies
05.2020 - 05.2022

Major Incident Manager/Problem manager

CTS
02.2019 - 05.2020

Critical Incident Manager

Yes Bank (Clover Infotech)
07.2018 - 02.2019

Incident/Problem/Change Manager

HCL
08.2015 - 01.2017

Incident Management Specialist

Capsugel (HCL Technologies)
01.2013 - 08.2015

Technical Support Executive

PIMT Technologies
01.2013 - 07.2013

B.Tech - Information Technology

Mangalayatan University
04.2001 -

12th Standard - undefined

Kendriya Vidyalaya

10th Standard - undefined

Blue Bird School

MBA - Human Resources Management

Mangalayatan University
Akhil VashishthaITIL & SIAM Process Manager