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Hi, I’m
ALOK CHATURVEDI
IT Professional
Noida
Summary
Recipient of the prestigious Best Performance Award from a valued client for exceptional dedication and outstanding results. Demonstrated commitment to delivering high-quality work and fostering positive relationships with key stakeholders. Proven track record of consistently achieving goals and driving success through effective communication and collaboration. Results-driven professional thriving in fast-paced environments, delivering exceptional outcomes.
Overview
15
years of professional experience
3
Certifications
2
Languages
Work History
HCL Technologies
Major Incident Manager and Problem Manager - Operations Manager
03.2023 - Current
Job overview
- Working as Problem Manager and Incident Management - Operations Manager for United States based client.
- Received the Best performance award from the Client and awarded a Appreciation certificate and a trophy.
- Handling a team of 27 team members including Team Leads and team associates.
- Taking care of client meetings and performance reviews of the project.
- Providing feedbacks and sharing knowledge with the team and the client for the betterment of the project and the company.
- Handling Problem Management SLA reports with the client and internal management.
- Taking care of Incident Management bridge calls and working on random audits within the team resources.
- Handling Client Problem Management calls weekly and providing the details.
- Taking weekly Team internal calls for the betterment, suggestions and feedback with each team members with One-O-One sessions.
- Helping technical teams for the Problem tickets handling with the correct RCA details and closure details of the problem tickets.
- Taking care of Team Roster for MIM and Command Center Team which are aligned with the Cross Functional Services(CFS) under my scope and management with the Transport Alignment(if applicable).
- Handling Client Calls for Resolved Problem Tickets with justifications with the technical teams included and worked with the client.
- Handling the Team roster, Team Leaves and Team Transportation with Shift Allowances accordingly.
Capgemini
Team Lead
09.2021 - 02.2022
Job overview
- Worked as a Team Lead and taking care of the roster, team performance, team data, SLA with the client, Handling escalations and providing the details to the management.
- Handling a team of 14 resources for now.
IBM (I) Pvt Ltd
Business Recovery Manager (Major Incident Manager)
07.2012 - 09.2021
Job overview
- Company Overview: Now Kyndryl
- As Recovery Manager, act as single point of contact for all Critical and Major incidents.
- Manage and co-ordinate resolution to ensure delivery is performed within agreed SLAs.
- Ensure agreed action plans are documented and followed through, for the Critical/Major incidents.
- Perform required technical and management escalations in line with defined processes.
- Build and maintain effective working relationships with all stakeholders.
- Provide training to new joiners, maintain shift roster, audit tickets to ensure quality documentation/handling of tickets.
- Identify gaps in existing process and help in bridging the same.
- Participate/facilitate the weekly IM governance call with senior management.
- Now Kyndryl
Aegis Pvt Ltd
Technical Support
09.2010 - 03.2012
Job overview
- Worked as Technical Support for Airtel DTH(Pilot Batch for English Management).
Education
HNB Garhwal University
Bachelor of Arts from English Literature
Kendriya Vidyalaya
Intermediate from Humanities (N.I.O.S)
Kendriya Vidyalaya
High-School from All Major Subjects (N.I.O.S)
Skills
ITIL V4 Foundation
Certification
ITIL V4 Foundation
Accomplishments
- Received maximum numbers of 'Appreciations' from the client for the process improvement.
- Received the business recognition award from previous employer for performance.
Trends
- Incident Management will get increased as most of the big companies are going to Servicenow Tool and Automation Process.
- Change Management will help to improve the applications and also helps in making changes inside the application without impacting the business.
- Reports will help to find out the trend of the incidents which has the same identified issues and gather the information 'Why', 'When', 'Where' and 'How' to rectify the issue in a timely manner without hampering the time of business/client(s).
Personal Information
- Passport Number: W6360873
- Father's Name: Mr. B. B. Chaturvedi
- Date of Birth: 06/27/87
- Marital Status: Married
Interests
Timeline
Major Incident Manager and Problem Manager - Operations Manager
HCL Technologies
03.2023 - Current
Team Lead
Capgemini
09.2021 - 02.2022
Business Recovery Manager (Major Incident Manager)
IBM (I) Pvt Ltd
07.2012 - 09.2021
Technical Support
Aegis Pvt Ltd
09.2010 - 03.2012
HNB Garhwal University
Bachelor of Arts from English Literature
1 2010
Kendriya Vidyalaya
Intermediate from Humanities (N.I.O.S)
1 2007
Kendriya Vidyalaya
High-School from All Major Subjects (N.I.O.S)
1 2005
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