Ankit Dogra
Delhi
Summary
Results-driven Support Engineer with a proven track record at BOLD Technology Systems, excelling in incident and problem management. Adept at implementing change management processes and fostering stakeholder engagement. Skilled in ServiceNow and technical documentation, I leverage strong leadership to enhance operational excellence and drive continuous improvement initiatives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Support Engineer, Infra & Hosting
BOLD Technology Systems
Noida
08.2022 - Current
- Prepared detailed documents outlining process improvements and system updates.
- Monitored incidents to identify trends for developing preventative measures.
- Conducted impact analysis and formulated plans for implementing changes.
- Ensured compliance with established policies related to problem and change management.
- Organized meetings with technical staff to discuss potential workarounds.
- Collaborated with stakeholders across departments for successful change implementation.
- Updated knowledge base with information on new technologies utilized by organization.
- Participated in post-implementation reviews to assess effectiveness of changes.
Sr. Engineer Cloud & Infra
L&T Infotech
Bengaluru
03.2021 - 08.2022
- Perform and analyze Incident Management reports to perform Problem Management reviews and root cause analysis (RCA)
- Establish and manage process performance objectives and take responsibility for the end-to-end performance
- Establish strong working relationships with business service managers, Service Owners and wider business stakeholders and drive service improvement
- Establish a process framework for quick hit and longer-term process development work
- Work with resolver group to understand root causes, Lesson learnt and working with teams to drive through process improvements
- Actively work to fine tune Problem Management Module in Service Now and test changes in development environment
- Provide Support and assistance to other Operations team members including participate in weekly lead meetings
- Assist with Configuration Management Implementation, Release Management Implementation, And Operational Review Implementation
- Work with Project teams to integrate change management activities into overall project plan
- Work under moderate direction
- Work is reviewed for soundness of judgement and overall adequacy and accuracy
- Understand what the scope of change is, determine the impact of incorporating the change
- And provide Technical CRG approval for CRs
- Analyzing requests for Change, obtaining all missing data prior to distributing it for review processing.
IT Operations Associate
Accenture Solutions Pvt Ltd
Bengaluru
10.2018 - 03.2021
- Joined as an Incident Manager and responsible for handling end-to-end lifecycle of priority incidents, interacting with application owners, supports groups and customer stakeholders
- Responsible for validating the Business Impact and Prioritization of reported incidents and coordinating with different vendors, ensuring active communication channel for swift resolution within agreed time
- Initiating technical bridge calls with support teams and application managers for priority incidents, driving Service Restoration team towards resolution
- Contacting and engaging different support teams for Investigation & Analysis, as and when required
- End to End escalation Management Communicating Investigation progress report & Resolution notification to all stakeholders, if necessary
- Hosting weekly Incident call with Account Managers to discuss on cases/stakeholders which needs attention and realizing the on-going trend for the issue
- Delivering a report on weekly basis with the summary for open cases
- Delivering a Power BI report on monthly basis for closed cases to know the trend of the incident raised as per ITIL People, Process and Technology
- Following up on pending/Idle incidents with respective assigned support groups or stakeholders and drive towards closure
- Also acting as a point of contact for escalation and complaints for incidents
- Responsible for creating Daily Service Report and sharing daily productivity with senior management
- Creating weekly and monthly dashboard and attending weekly and monthly bridge calls with the client to share in-progress report and decide on future improvement of the process
- Trend analysis of resolved Incidents, filtering every Configuration Item to detect potential problems.
- Follow up on all pending and in-progress Incidents and driving them towards resolution
- Operations Maturity and SDM Hours Management SPOC. Passion for identifying problems that cause incidents, lengthen time to repair and is reported by multiple users in the client environment
- Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology
- Lead Root Cause Analysis investigations and Post-Mortem Reports to successfully identify root causes of problems that impact the client’s production environment
- Performing NPLs (No Problems Later) for critical severity problems
- Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) e.g.: Problems open, closed, problems with no Postmortems done, Problems with no tasks, Problems ready for closure etc
- Support Technical Account Managers by providing or contributing to periodic reports and presentations and performs as single point of contact for one or more Problems. Creates and updates the Problem Record, schedules and facilitates Problem Management meetings
- Setting scope for (trend) analysis and supporting in determination of problem priority, service levels and remedial action
- Supporting the implementation of corrective actions by applying Information Technology Infrastructure Library (ITIL) framework knowledge
- Make sure that RCA of a problem is being provided by the competency by Coordinating and facilitating problem resolution by engaging a variety of support teams, also 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
- 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 any that have been backed out of have failed
- Reviews all outstanding RFCs, analyze change records to determine any trends along with the closing of RFC’s and then producing regular management reports
Technical Associate- Lvl 3
Ienergizer India Pvt Ltd
02.2017 - 06.2018
- Primary responsibility is user support and customer service
- Being present and available to clients requiring technical assistance
- Respond to questions from all emails and callers
- Become familiar with each client and their respective applications
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using ISM and BMC Remedy tool.
Education
GRADUATION - Computer Applications Development
MGU, Mahatma Gandhi University
01.2014
INTERMEDIATE -
Noida School
01.2011
MATRICULATION -
DAV Public School
01.2008
Skills
- Incident and problem management
- Change management
- Coaching and mentoring
- Operational excellence
- Active Directory administration
- Windows 7 and 10 support
- Windows Server 2012 management
- Microsoft Office suite proficiency
- Microsoft Outlook expertise
- Networking fundamentals
- ServiceNow platform knowledge
- Service desk operations
- Remote technical support
- Leadership and team management
- Quality assurance and control
- Project management methodologies
- Stakeholder engagement strategies
- Resource allocation and management
- Project coordination skills
- ITIL framework knowledge
- Technical documentation creation
- Problem-solving techniques
Certification
- ITIL Foundation V4
- AZ-900
- AZ-400
Disclaimer
I hereby declare that all the information furnished above is correct and true to the best of my knowledge and belief.
Timeline
Support Engineer, Infra & Hosting
BOLD Technology Systems
08.2022 - Current
Sr. Engineer Cloud & Infra
L&T Infotech
03.2021 - 08.2022
IT Operations Associate
Accenture Solutions Pvt Ltd
10.2018 - 03.2021
Technical Associate- Lvl 3
Ienergizer India Pvt Ltd
02.2017 - 06.2018
GRADUATION - Computer Applications Development
MGU, Mahatma Gandhi University
INTERMEDIATE -
Noida School
MATRICULATION -
DAV Public School
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